Brightidea Enhances Customer Service with Zendesk Integration
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Zendesk
- SugarCRM
- JIRA
- GoodData
技术栈
- Zendesk
- SugarCRM
- JIRA
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- Software
- Professional Service
适用功能
- 销售与市场营销
服务
- 系统集成
- 软件设计与工程服务
关于客户
Brightidea is a business software company based in San Francisco and New York, specializing in providing innovative solutions to enhance customer service and business strategy. Since its inception in 2010, Brightidea has focused on delivering exceptional customer experiences by integrating various internal teams, including support, sales, and engineering. The company leverages advanced tools and platforms to ensure seamless collaboration and information sharing across departments, ultimately aiming to provide the best customer service possible.
挑战
Brightidea needed a better shared space where support, sales, and engineering teams could easily organize, collaborate, and share information to deliver a great customer experience. The goal was to ensure that customer service extended beyond the support team and involved other internal teams, impacting business strategy and success.
解决方案
Brightidea implemented Zendesk along with integrations to enhance collaboration and information sharing across teams. The sales and account management teams used the SugarCRM integration to gain visibility into customer ticket history, while the engineering team utilized the Zendesk for JIRA integration for seamless exchanges with the support team. The support team leveraged various Zendesk tools, such as macros, custom views, and custom fields, to respond quickly to customer inquiries and manage ticket backlogs efficiently. This comprehensive approach ensured that all teams had access to relevant customer information, enabling them to deliver exceptional customer service.
运营影响
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