Zendesk Support empowered Zoosk’s agents and doubled their efficiency

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

Number of Agents

Departments making use of Zendesk

Zoosk is the globes largest 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 through the company’s web site, social network 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, additionally the business desires its help experience to end up being the in an identical way. Whenever people have 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 source that is open and e-mail solutions that offered just a portion associated with the functionality the quickly growing business needed.

“We were a startup that is typical 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 that we could better focus on our help tasks.”

Zoosk desired an on-line support solution http://onlinecashland.com/payday-loans-wv that would offer rich functionality, yet could possibly be implemented efficiently. Zendesk help offered the blend that is perfect of and simpleness.

“Our Zendesk help execution had been the simplest implementation I’ve encountered in my own 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 produce our assistance web web page and seats appear and feel like element 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 get results. Causes are defined company guidelines that operate soon after an admission happens to be produced or updated. As an example, a trigger may be used to alert clients whenever an admission was exposed or with regards to was solved.

Therefore in Zoosk’s situation, whenever a part 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 of this demand, the e-mail might direct them to self-serve help such as online help and FAQs.

Causes additionally use tags to tickets on the basis of the information the member joined in to the help type. Because of this, Zoosk’s agents—who are arranged in logical teams within Support—can type seats by views. Views define an accumulation seats according to a group of requirements. Views may be formatted to show as listings or tables, and you will specify who is able to access them. These views enable Zoosk to assign seats to agents centered on their aspects of expertise.

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

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

Zoosk has additionally integrated the IfbyphoneВ® Widget into its help system, permitting agents to control telephone calls on the exact same platform as help seats. Whenever a part calls Zoosk’s support that is toll-free and renders a voicemail, Ifbyphone immediately transcribes the message as a text file and sends it—along by having a recording regarding the call—to help, where it turns into 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 their support programs and policy for the long term.

At a look, Hallquist checks on admission volumes, response times, and a number of other statistics. “With help, we could effortlessly determine styles when you look at the questions our members are asking, then utilize this information to steer our item development decisions,” he said. “Now, if our marketing group asks me personally just how many of y our French members are calling to cancel their membership every month, i could provide them with a precise solution.”

Support’s analytics also have revealed an increase that is dramatic user 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 a day. Now they handle as much as twice as numerous.”

After reviewing Support’s backlog report, Zoosk recently identified the requirement to extend its help to seven days a week. This means agents can get to pay additional time with 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 small hokey,” Hallquist admitted. “But now we’re making the rounds saying these specific things.”

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

– Eric Hallquist Senior Director of User Operations at Zoosk