Groupon's Explosive Growth Necessitates Robust Ticketing Solution
Company Size
1,000+
Region
- Africa
- America
- Asia
- Europe
Country
- United States
Product
- Zendesk
- Gooddata
Tech Stack
- Web-based support software
- Macros for FAQs
- Integration with reporting tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Visualization
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- E-Commerce
- Retail
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Groupon, launched in November 2008, is a global e-commerce marketplace offering daily deals on various activities, products, and services. Operating in over 500 markets across 40 countries, Groupon has a significant presence with thousands of employees in offices located in Chicago, Palo Alto, and regional offices in Europe, Latin America, Asia, and Africa. The company is committed to providing quality products and services, maintaining honesty and directness with customers, and delivering exceptional customer service.
The Challenge
Groupon experienced rapid growth shortly after its founding, leading to an overwhelming number of customer requests. Initially, customer service was managed via email, but this quickly became unsustainable. The company needed a scalable, efficient ticketing solution that would not compromise the customer experience.
The Solution
Groupon's search for an enterprise-level support solution led them to Zendesk, a web-based support software. Zendesk was chosen for its intuitive interface, scalability, and robust features. The implementation of Zendesk allowed Groupon to handle a high volume of customer tickets efficiently. The use of macros for frequently asked questions enabled quick and personalized responses, enhancing customer satisfaction. Additionally, integrating Zendesk with Gooddata improved reporting capabilities, providing deeper insights beyond traditional spreadsheets.
Operational Impact
Quantitative Benefit
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