Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zoosk desired an abundant and help that is functional pc software that would be implemented effortlessly. Zendesk help supplied the perfect mixture of energy and ease.

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 from the company’s internet site, social network applications, mobile solutions, and desktop application that is downloadable. The service will come in significantly more than 20 languages.

Zoosk makes online dating sites fun and simple, together with business wishes its help experience to function as way that is same. Whenever users have actually questions regarding payment, subscriptions, or site features, the organization is designed to react as soon as possible with friendly, accurate help. But until recently, Zoosk utilized available supply ticketing and e-mail solutions that offered just a portion for the functionality the quickly growing business required.

“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 customer demands in order that we could better focus on our help tasks.”

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

“Our Zendesk help execution ended up being easy and simple implementation I’ve encountered in my own career,” Hallquist said. “But this is simply not a generic solution. We had been able to use the tool’s CSS widgets to create our assistance web web web page and seats overall look and feeling like section of Zoosk.”

After fine-tuning the appearance and feel, Zoosk put up smart routing for incoming tickets. Today, whenever a Zoosk member submits a help demand via an internet kind, Support’s causes go to operate. Triggers are defined company guidelines that operate just after a solution happens to be updated or created. For instance, a trigger can help inform clients whenever a solution happens to be exposed or with regards to happens to be resolved.

Therefore in Zoosk’s situation, whenever a member submits a support demand, they get an automatic e-mail response that lets them understand when you should expect an answer. On the basis of the nature associated with demand, the e-mail may direct them to self-serve help such as online help and FAQs.

Causes additionally use tags to seats in line with the information the user joined to the help kind. In this way, Zoosk’s agents—who are arranged in rational groups within Support—can type seats by views. Views determine a collection of seats according to a group of requirements. Views could be formatted to produce as lists or tables, and you will specify who are able to access them. These views enable Zoosk to designate seats to agents predicated on their aspects of expertise.

“We provide help in five languages,” Hallquist explained. “Zendesk help automatically filters tickets for the agents on the basis of the languages they talk as well as 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 allows better customer support. One custom widget integrates with Zoosk’s member database to allow agents consider the user profile for every solution. “Thanks to Support’s integrations, our agents have actually all member that is relevant at their fingertips and may deliver a qualified, personalized response even more quickly,” Hallquist stated.

Zoosk in addition has integrated the IfbyphoneВ® Widget into its help system, permitting agents to handle telephone calls in the exact same platform as help seats. Whenever an associate calls Zoosk’s toll-free help quantity and renders a voicemail, Ifbyphone immediately transcribes the message right into a text file and delivers it—along with a recording associated with the call—to Support, where it becomes a help admission. 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 its help programs and arrange for the long run.

At a glance, Hallquist checks on admission volumes, reaction times, and a bunch of other data. “With help, we could effortlessly identify styles in 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 members are calling to cancel their registration every month, i will provide them with a precise solution.”

Support’s analytics have revealed a dramatic rise in individual productivity and reduction in reaction time. “I expected a understanding curve with 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 seven days a week. Which means agents are certain to get to invest more hours with a support that is online 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 little hokey,” Hallquist admitted. “But now we’re on offer saying these exact 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 http://spot-loan.net/payday-loans-ok Zoosk