Zoosk desired an abundant and help that is functional computer software that would be implemented effortlessly. Zendesk help supplied the blend that is perfect of and simpleness.
Wide range of Agents
Divisions utilizing Zendesk
Zoosk could be the globes biggest social dating community, having registered 50 million singles from 60 countries since its founding in 2007.
Users can access ZooskвЂ™s online dating experience through the companyвЂ™s internet site, social media applications, mobile solutions, and desktop application that is downloadable. The solution will come in a lot more than 20 languages.
Zoosk makes online dating sites fun and simple, plus the business desires its support experience to function as same manner. When people have actually questions regarding payment, subscriptions, or site features, the organization aims to react as soon as possible with friendly, accurate support. But until recently, Zoosk utilized source that is open and e-mail solutions that offered just a portion of this functionality the quickly growing business required.
вЂњWe were a startup that is typical utilizing hacked-together free tools to guide our clients,вЂќ stated Eric Hallquist, Senior Director of User Operations. вЂњAs we grew in elegance and complexity, we required greater understanding of client needs in order that we could better focus on our help tasks.вЂќ
Zoosk desired an on-line support solution that would offer rich functionality, yet could possibly be implemented efficiently. Zendesk help offered the perfect mixture of energy and convenience.
вЂњOur Zendesk help execution ended up being the simplest implementation IвЂ™ve encountered within my career,вЂќ Hallquist said. вЂњBut it is not a solution that is generic. We had been able to utilize the toolвЂ™s CSS widgets to produce our assistance web web page and seats appear and feel like element of Zoosk.вЂќ
After fine-tuning the appearance and feel, Zoosk put up direct lender payday loans in Iowa smart routing for incoming tickets. Today, whenever a Zoosk member submits a help demand via an internet form, SupportвЂ™s causes go to get results. Causes are defined company guidelines that operate right after an admission happens to be updated or created. As an example, a trigger enables you to alert clients whenever a admission happens to be exposed or with regards to happens to be fixed.
Therefore in ZooskвЂ™s situation, when a part submits a help demand, they get an automatic e-mail response that lets them understand when you should expect an answer. On the basis of the nature regarding the demand, the e-mail might direct them to self-serve help such as online assistance and FAQs.
Causes additionally use tags to seats on the basis of the information the user joined to the help type. That way, ZooskвЂ™s agentsРІР‚вЂќwho are arranged in rational groups within SupportРІР‚вЂќcan type seats by views. Views determine an accumulation of seats according to a collection 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 predicated on their aspects of expertise.
вЂњWe provide help in five languages,вЂќ Hallquist explained. вЂњZendesk help automatically filters seats for the agents in line with the languages they talk in addition to technical dilemmas theyвЂ™re many adept at handling.вЂќ
As ZooskвЂ™s agents work, SupportвЂ™s integrations provide them with access that is easy effective functionality that permits better customer support. One custom widget integrates with ZooskвЂ™s user database to allow agents go through the user profile for every single admission. вЂњThanks to SupportвЂ™s integrations, our agents have got all appropriate user information at their fingertips and that can deliver a qualified, personalized response a whole lot more quickly,вЂќ Hallquist stated.
Zoosk in addition has integrated the IfbyphoneР’В® Widget into its help system, enabling agents to handle calls from the platform that is same help seats. Whenever an associate calls ZooskвЂ™s support that is toll-free and renders a voicemail, Ifbyphone immediately transcribes the message in to a text file and sends itРІР‚вЂќalong with a recording for the callРІР‚вЂќto 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 SupportвЂ™s views, search tool, and reports, Zoosk can assess the effectiveness of their help programs and policy for the long term.
At a look, Hallquist checks on admission volumes, reaction times, and a number of other data. вЂњWith help, we could effortlessly determine styles into the concerns our members are asking, then make use of this information to steer our item development decisions,вЂќ he said. вЂњNow, if our advertising group asks me personally exactly how many of our French members are calling to cancel their membership every month, i could let them have a defined response.вЂќ
SupportвЂ™s analytics also have revealed a dramatic boost in user efficiency and reduction in reaction time. вЂњI expected a curve that is learning Zendesk SupportРІР‚вЂќbut I became wrong,вЂќ Hallquist admitted. вЂњOur agents used to address 100 to 125 seats each day. Now they handle as much as twice as much.вЂќ
After reviewing SupportвЂ™s backlog report, Zoosk recently identified the requirement to expand its help to 7 days per week. Meaning agents can get to invest additional time having an online help system theyвЂ™ve grown to love.
вЂњWhen we first examined Zendesk and saw the advertising taglines such as for instance вЂLove Your HelpdeskвЂ™, we thought it had been a small hokey,вЂќ Hallquist admitted. вЂњBut now weвЂ™re making the rounds saying these specific things.вЂќ
вЂњOur agents often type вЂ we Love ZendeskвЂ™ as their IM status message. WeвЂ™re big, big Zendesk fans.вЂќ
вЂ“ Eric Hallquist Senior Director of User Operations at Zoosk