Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zoosk desired an abundant and practical assistance desk pc software that might be implemented effortlessly. Zendesk help offered the perfect mixture of energy and ease.

Wide range of Agents

Divisions utilizing Zendesk

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

Users can access Zoosk’s online dating experience through the company’s internet site, social media applications, mobile solutions, and desktop application that is downloadable. The solution comes in significantly more than 20 languages.

Zoosk makes internet dating fun and simple, and also the business desires its help experience to end up being the in an identical way. Whenever people have actually questions regarding payment, subscriptions, or internet site features, the business is designed to react as quickly as possible with friendly, accurate help. But until recently, Zoosk utilized source that is open and e-mail solutions that offered only a small fraction associated with the functionality the quickly growing business required.

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“We were an average startup, utilizing hacked-together free tools to aid our clients,” stated Eric Hallquist, Senior Director of User Operations. “As we grew in elegance and complexity, we required greater understanding of client demands to make certain that we could better focus on our help tasks.”

Zoosk desired an on-line help solution that would offer rich functionality, yet could possibly be implemented efficiently. Zendesk help supplied the blend that is perfect of and convenience.

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

After fine-tuning the appearance and feel, Zoosk arranged smart routing for incoming tickets. Today, whenever a Zoosk member submits a support demand via an internet type, Support’s causes go to exert effort. Causes are defined company guidelines that run right after a solution happens to be developed or updated. For instance, a trigger could be used to inform clients whenever a solution was exposed or with regards to happens to be resolved.

Therefore in Zoosk’s instance, whenever a part submits a help demand, they receive an automatic e-mail response that lets them know when you should expect an answer. Based on the nature regarding the demand, the e-mail may direct them to self-serve help such as online assistance and FAQs.

Triggers additionally use tags to seats on the basis of the given information the user joined to the help kind. Because of this, Zoosk’s agents—who are arranged in rational groups within Support—can type seats by views. Views determine an accumulation of seats according to a collection of requirements. Views could be formatted to show as listings or tables, and you may specify who is able to access them. These views enable Zoosk to designate seats to agents centered on their aspects of expertise.

“We provide help in five languages,” Hallquist explained. “Zendesk help automatically filters seats for the agents in line with the languages they talk while the technical dilemmas they’re many adept at handling.”

As Zoosk’s agents work, Support’s integrations provide them with comfortable access to effective functionality that allows better customer support. One custom widget integrates with Zoosk’s user database to allow agents consider the user profile for every solution. “Thanks to Support’s integrations, our agents have got all member that is relevant at their fingertips and certainly will deliver an educated, personalized response significantly more quickly,” Hallquist stated.

Zoosk has also integrated the IfbyphoneВ® Widget into its help system, permitting agents to control telephone calls on the platform that is same help seats. Whenever a member calls Zoosk’s support that is toll-free and departs a voicemail, Ifbyphone immediately transcribes the message as a text file and delivers it—along with a recording associated with the call—to help, where it turns into a support admission. After reviewing the matter, a Zoosk representative may use a digital dialer to phone the user without making the machine.

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

At a look, Hallquist checks on admission volumes, reaction times, and a bunch of other statistics. “With help, we are able to effortlessly recognize styles within the concerns our members are asking, then make use of this information to steer our product development decisions,” he said. “Now, if our marketing group asks me personally just how many of y our French readers are calling to cancel their membership every month, i could let them have a defined solution.”

Support’s analytics have revealed an increase that is dramatic individual efficiency and reduction in reaction time. “I expected a curve that is learning Zendesk Support—but I happened to be 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 to 7 days per week. Which means agents can get to invest additional time having a support that is online they’ve grown to love.

“When we first examined Zendesk and saw the advertising taglines such as for instance ‘Love Your Helpdesk’, we thought it had been a hokey that is little” Hallquist admitted. “But now we’re making the rounds saying these specific things.”

“Our agents often type ‘ we favor Zendesk’ as his or her IM status message. We’re big, big Zendesk fans.”

– Eric Hallquist Senior Director of User Operations at Zoosk

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