School Loop Enhances Customer Support with Zendesk
Company Size
11-200
Region
- America
Country
- United States
Product
- Zendesk
Tech Stack
- Web-based Help Desk Software
- Triggers
- Macros
- Automations
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Education
Use Cases
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Based in San Francisco, CA, and founded by a teacher in 2004, School Loop is an online service that helps K-12 districts keep students in school and on track. More than 2,000 schools in 120 districts across 25 states use services from School Loop. The company's clients include San Francisco Unified, Long Beach Unified, Los Angeles Unified, and Kansas City Schools. Throughout School Loop's rapid growth, the company has remained true to its vision that all schools should be able to realize the benefits of learning communities.
The Challenge
When School Loop first launched its services, the company relied on a single customer support specialist who fielded requests by email. However, as School Loop's popularity surged, the company hired several more support staff and realized it would need a more formalized customer support solution. Realizing that School Loop lacked the IT resources to develop an in-house support system, Bob Charpentier, director of services, began to look for a web-based help desk software that would be simple to set up and highly scalable to the growing company's needs.
The Solution
School Loop decided to implement Zendesk as their customer support solution. Zendesk's features such as triggers, macros, and automations were used to streamline daily support tasks. The team created an action-based notification and standard response system that allows each agent to add internal comments that cannot be viewed by customers. Agents receive email notifications containing a full ticket history, allowing them to consider the input of their fellow agents as they work to provide speedy solutions. Additionally, custom triggers in Zendesk allow School Loop to add tags to each ticket specifying the requester's role, such as teacher, student, or parent, enabling the company to track traffic by role and better train and allocate its support resources. Automated notifications were also added to control the amount of time before tickets are closed or before users are sent a pending reminder. The community forums within Zendesk have made it easier for School Loop to communicate with a wide range of personnel, allowing users to make comments and ask questions about School Loop technology, sharing tips and tricks to help each other get more out of the software.
Operational Impact
Quantitative Benefit
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