Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zoosk desired a rich and help that is functional computer software that might be implemented easily. Zendesk help offered the perfect mixture of energy and simpleness.

Wide range of Agents

Divisions making use of Zendesk

Zoosk may be the globes biggest social dating community, having registered 50 million singles from 60 nations since its founding in 2007.

Users have access to Zoosk’s online dating experience through the company’s internet site, social network applications, mobile solutions, and downloadable desktop application. The solution will come in significantly more than 20 languages.

Zoosk makes online dating sites fun and simple, plus the company wants its help experience to function as the same manner. Whenever people have actually questions regarding payment, subscriptions, or internet site features, the organization aims to react as soon as possible with friendly, accurate help. But until recently, Zoosk utilized open supply ticketing and e-mail solutions that supplied just a portion associated with functionality the quickly growing business required.

“We were a typical startup, making use of hacked-together free tools to guide our clients,” stated Eric Hallquist, Senior Director of User Operations. “As we grew in elegance and complexity, we required greater understanding of client needs to ensure we could better focus on our help activities.”

Zoosk desired an online help solution that would offer rich functionality, yet could possibly be implemented easily and quickly. Zendesk help supplied the perfect mixture of energy and ease of use.

“Our Zendesk help execution ended up being easy and simple implementation I’ve encountered within my career,” Hallquist stated. “But this is simply not a solution that is generic. We had been able to utilize the tool’s CSS widgets to help make our assistance web page and seats feel and look like element of Zoosk.”

After fine-tuning the appearance and feel, Zoosk put up routing that is intelligent incoming tickets. Today, whenever a Zoosk member submits a help demand via an internet type, Support’s causes go to get results. Causes are defined company guidelines that operate soon after a admission was developed or updated. For instance, a trigger can help alert clients whenever an admission happens to be exposed or when it was fixed.

Therefore in Zoosk’s instance, when an associate submits a help demand, they get an automatic e-mail response that lets them understand when you should expect an answer. In line with the nature associated with demand, the e-mail may direct them to self-serve help such as online assistance and FAQs.

Causes additionally use tags to seats on the basis of the given information the user entered to the help kind. That way, Zoosk’s agents—who are arranged in rational teams within Support—can sort seats by views. Views determine an accumulation seats predicated on a couple of requirements. Views could be formatted to show as listings or tables, and you may specify who are able to access them. These views enable Zoosk to assign seats to agents considering their aspects of expertise.

“We provide help in five languages,” Hallquist explained. “Zendesk help automatically filters seats for the agents on the basis of the languages they speak plus the technical issues they’re many adept at handling.”

As Zoosk’s agents work, Support’s integrations provide them with access that is easy effective functionality that allows better customer care. One custom widget integrates with Zoosk’s user database to allow agents glance at the known user profile for every admission. “Thanks to Support’s integrations, our agents have all member that is relevant at their fingertips and that can send a qualified, personalized response way more quickly,” Hallquist stated.

Zoosk in addition has integrated the IfbyphoneВ® Widget into its help system, enabling agents to handle telephone calls on the platform that is same help seats. Whenever a part calls Zoosk’s support that is toll-free and actually leaves a voicemail, Ifbyphone immediately transcribes the message right into a text file and delivers it—along by having a recording for the call—to help, where it becomes a help solution. A Zoosk agent can use a virtual dialer to call the member without leaving the system after reviewing the issue.

Making use of Support’s views, search device, and reports, Zoosk can measure the effectiveness of the help programs and policy for the long run.

At a look, Hallquist checks on ticket volumes, reaction times, and a number of other data. “With help, we are able to effortlessly determine styles when you look at the concerns our members are asking, then utilize this information to steer our item development decisions,” he said. “Now, if our advertising group asks me personally exactly how many of y our French readers are calling to cancel their membership every month, I’m able to let them have a precise response.”

Support’s analytics have revealed an increase that is dramatic user productivity and decline in response time. “I expected a learning curve with Zendesk Support—but I became wrong,” Hallquist admitted. “Our agents used to address 100 to 125 seats each day. Now they handle as much as twice as numerous.”

After reviewing Support’s backlog report, Zoosk recently identified the requirement to expand its help http://www.spot-loan.net/payday-loans-ak to 7 days per week. Which means agents can get to invest more hours by having an online support system they’ve grown to love.

“When we first tested Zendesk and saw the advertising taglines such as for instance ‘Love Your Helpdesk’, we thought it absolutely was a hokey that is little” Hallquist admitted. “But now we’re going around saying these exact things.”

“Our agents often type ‘ I Love Zendesk’ as their IM status message. We’re big, big Zendesk fans.”

– Eric Hallquist Senior Director of User Operations at Zoosk

Zendesk Support empowered Zoosk’s agents and doubled their efficiency

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