Moonfruit: ReMoving The baRRieRS To webSiTe cReaTion
Customer Company Size
Large Corporate
Region
- Europe
- America
Country
- United Kingdom
- United States
Product
- Moonfruit Design Software
- Zendesk
Tech Stack
- CSS
- JavaScript
- APIs
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 Exchange & Integration
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Software
- E-Commerce
Applicable Functions
- Business Operation
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Moonfruit is the United Kingdom’s leading hosted website builder, enabling users to create business or personal websites without needing coding skills. Founded by Wendy Tan White, the company has a rapidly growing user base worldwide, with one-third of its users located in the United States. Moonfruit's design software has been used to build over 3 million websites. The company's core customers range from sole proprietorships to e-commerce companies, all of whom value good design and powerful features that are easy to use.
The Challenge
Moonfruit, a leading hosted website builder in the UK, recently underwent a corporate rebranding and website overhaul. During this process, the company identified inefficiencies in its customer support system. The existing open-source ticketing system lacked integration with social media streams, support forums, and FAQ tools, resulting in extra clicks and a less seamless experience for customers. Moonfruit needed a solution that could consolidate its support functionalities and align with its new brand identity.
The Solution
Moonfruit chose Zendesk as its new customer support system because it met all the company's requirements. Zendesk provided a unified platform for knowledge base, Q&A forums, and ticketing functionality. The ability to use cascading Style Sheets (CSS) to support Moonfruit's branding was a significant advantage. Moonfruit engaged a boutique web design studio to customize its support pages and Zendesk site to match its new website's vivid design. Additionally, Moonfruit implemented single sign-on, allowing customers to access support features through Zendesk without separate logins. This integration reinforced the company's emphasis on community building among its users.
Operational Impact
Quantitative Benefit
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