Taking conTrol of cuSTomer SuPPorT
Company Size
11-200
Region
- America
Country
- United States
Product
- Postbox
- Zendesk
Tech Stack
- Automated Business Rules
- Triggers
- Automations
- Macros
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Based in San Francisco, CA, Postbox™ offers powerful new ways to find, use, and view email messages and content, organize work life, and simply get things done. Postbox works behind the scenes to catalog everything in your email: every bit of text, every contact, address or link, every picture, document, or attachment. This smart information engine provides lightning-fast message searches, smarter and more intuitive views, and tools that help you organize and focus. Postbox, Inc. was founded in December 2007 and is based in San Francisco, California.
The Challenge
Postbox began looking for an online help desk software solution that would allow the company to communicate one-on-one with its customers while promoting community engagement and participation. They needed a solution that could support both public and private conversations, allowing the company to exchange sensitive information securely with customers. Additionally, Postbox required a system that could help their support agents collaborate on customer issues while storing all communications in one place. They also needed the ability to search for topics by customer to spot interrelated issues and route requests efficiently using automated business rules.
The Solution
Right out-of-the-box, Zendesk delivered several features that enhanced the way Postbox interacted with its customers. Zendesk supports both public and private conversations, allowing the company to exchange sensitive information securely with customers. Postbox’s support agents can collaborate on customer issues while storing all communications in one place, and can search for topics by customer to spot interrelated issues. Using Zendesk’s automated business rules including triggers, automations, and macros, Postbox can route requests efficiently. In addition, Zendesk gives Postbox greater control over its support forums, enabling the company to keep its community site current and accurate by filtering out outdated information. When customers search Postbox’s forums, the company only wants to present them with the most relevant and current solutions.
Operational Impact
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