BigTent Enhances Customer Support with Zendesk
Customer Company Size
SME
Region
- America
Country
- United States
Product
- Zendesk
- Zendesk for iPhone
- Zendesk for Twitter
- GoodData for Zendesk
Tech Stack
- Hosted Help Desk Solution
- Business Intelligence Techniques
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Analytics & Modeling - Predictive Analytics
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
BigTent is a free platform for family-friendly organizations that strengthens group involvement and simplifies group management by combining social networking features with group management tools. Founded in 2006 and headquartered in San Francisco, BigTent hosts a wide variety of groups, including parent, school, hobby, neighborhood, and community groups nationwide. The company aims to provide an intuitive and engaging user experience for its diverse user base.
The Challenge
BigTent’s online customer support team needed a hosted help desk solution that was easy to implement and maintain, and simple for all customers to navigate. Their previous solution was complex to implement and had an outdated look and feel. They wanted to offer a fresh, intuitive user experience without increasing their budget. The challenge was to meet these stringent requirements within a tight deadline.
The Solution
BigTent chose Zendesk as their online help desk system due to its beautiful, elegant, and clean interface that matched their Web 2.0 look and feel. Zendesk’s intuitive navigation made it easy for customers to submit support tickets and find answers themselves. The platform’s macros enabled automated responses to common support requests, reducing the need for agent interaction. Additionally, Zendesk’s built-in business rules, such as automated notifications, further streamlined the support process. BigTent also utilized Zendesk for iPhone and Zendesk for Twitter to enhance multi-channel support and monitoring. The integration of GoodData for Zendesk provided advanced business intelligence capabilities, allowing BigTent to analyze support activity trends and provide customer intelligence across the organization.
Operational Impact
Quantitative Benefit
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