Scribd's Seamless Transition to Zendesk for Enhanced Customer Support
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Zendesk
Tech Stack
- Zendesk API
- Cloud-based Support Solutions
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
- Professional Service
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Scribd, headquartered in San Francisco, CA, is the world's largest social publishing and reading site. The platform allows users to share and discover a wide range of written content, from informative articles to entertaining stories, on both web and mobile devices. Scribd's mission is to liberate the written word and connect people and organizations with valuable information and ideas. The company serves a diverse audience, including teachers, students, aspiring authors, and major publishing companies, making it a significant player in the digital content space.
The Challenge
Scribd's community support department was overwhelmed due to rapid growth and the limitations of their email-based support system. They faced issues with lost threads, lack of ticket tracking, and the inability to associate tickets with each other. The need for a more efficient and scalable support solution became critical as the company continued to expand its user base.
The Solution
Scribd chose Zendesk as their support solution based on recommendations from industry peers, including a detailed endorsement from Twitter's support manager. The implementation of Zendesk was completed within a day and a half, and the system was customized to match the look and feel of the Scribd website. Zendesk's automations and macros significantly improved the efficiency of Scribd's support operations. Incoming tickets are automatically reviewed and routed to the appropriate technician, ensuring timely and accurate responses. The hosted nature of Zendesk allows Scribd's support staff to access tickets from anywhere, enhancing their ability to provide prompt and effective service.
Operational Impact
Quantitative Benefit
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