Zoosk desired an abundant and help that is functional pc pc computer software that may be implemented effortlessly. Zendesk help supplied the blend that is perfect of and ease of use.
Wide range of Agents
Divisions utilizing Zendesk
Zoosk may be the globes biggest social community that is dating having registered 50 million singles from 60 nations since its founding in 2007.
Users have access to Zoosk’s online dating experience from the company’s internet site, social network applications, mobile solutions, and online desktop application. The solution will come in a lot more than 20 languages.
Zoosk makes internet dating fun and simple, additionally the business desires its help experience to end up being the way that is same. Whenever people have actually questions regarding billing, subscriptions, or site features, the organization aims to react as soon as possible with friendly, accurate help. But until recently, Zoosk used source that is open and email solutions that supplied just a portion of this functionality the quickly growing business needed.
“We were a normal 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 customer demands making sure that we could better focus on click here to read our support tasks.”
Zoosk desired an online help solution that would provide rich functionality, yet might be implemented easily and quickly. Zendesk help offered the blend that is perfect of and ease of use.
“Our Zendesk help execution had been easy and simple implementation I’ve encountered within my career,” Hallquist stated. “But this isn’t a generic solution. We had been able to utilize the tool’s CSS widgets in order to make our assistance web page and seats overall look and feeling like section 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 a internet type, Support’s causes go be effective. Causes are defined company guidelines that operate soon after a solution happens to be developed or updated. For instance, a trigger can help inform customers each time a admission happens to be exposed or with regards to happens to be resolved.
So in Zoosk’s situation, when an associate submits a help request, they get a 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 might direct them to self-serve help such as online assistance and FAQs.
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Causes additionally use tags to tickets in line with the information the user joined to the help type. In this manner, Zoosk’s agents—who are arranged in rational teams within Support—can kind seats by views. Views determine an accumulation tickets according to a pair of requirements. Views may be formatted to produce as listings or tables, and you may specify who are able to access them. These views enable Zoosk to designate seats to agents according to their regions of expertise.
“We provide help in five languages,” Hallquist explained. “Zendesk help automatically filters seats for our agents on the basis of the languages they talk while the technical problems they’re many adept at handling.”
As Zoosk’s agents work, Support’s integrations provide them with comfortable access to effective functionality that permits better customer support. One custom widget integrates with Zoosk’s user database to allow agents glance at the known user profile for every ticket. “Thanks to Support’s integrations, our agents have got all appropriate user information at their fingertips and that can deliver an educated, personalized response far more quickly,” Hallquist stated.
Zoosk has additionally integrated the IfbyphoneВ® Widget into its help system, enabling agents to handle telephone calls on the platform that is same help tickets. When an associate calls Zoosk’s support that is toll-free and renders a voicemail, Ifbyphone immediately transcribes the message into a text file and delivers it—along by having a recording regarding the call—to help, where it turns into 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 assess the effectiveness of their help programs and policy for the near future.
At a look, Hallquist checks on ticket volumes, reaction times, and a bunch of other data. “With help, we could effortlessly recognize trends when you look at the concerns our members are asking, then make use of this information to steer our item development decisions,” he said. “Now, if our advertising group asks me personally just how many of our French members are calling to cancel their registration each month, i could provide them with a precise solution.”
Support’s analytics have revealed a dramatic escalation in individual efficiency and decline 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 much.”
After reviewing Support’s backlog report, Zoosk recently identified the requirement to expand its help to 7 days per week. This means agents can get to expend additional time with a support that is online they’ve grown to love.
“When we first examined Zendesk and saw the marketing taglines such as for instance вЂLove Your Helpdesk’, we thought it had been a small hokey,” Hallquist admitted. “But now we’re on offer saying these specific things.”
“Our agents often type †we Love Zendesk’ as their IM status message. We’re big, big Zendesk fans.”
– Eric Hallquist Senior Director of User Operations at Zoosk