Compete, Inc. Enhances Customer Support and Sales Processes with Zendesk Integration
公司规模
200-1,000
地区
- America
国家
- United States
产品
- Zendesk
- Salesforce for Zendesk
技术栈
- Zendesk
- Salesforce
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- Professional Service
- Software
适用功能
- 销售与市场营销
服务
- 软件设计与工程服务
- 系统集成
关于客户
Compete Inc., headquartered in Boston, MA, is a competitive intelligence and market research company that helps the world’s top brands improve their marketing efforts based on the online behavior of millions of consumers. Leading advertisers, agencies, and publishers rely on Compete’s products and services to create engaging online experiences and highly profitable advertising campaigns. The company focuses on providing insights and data-driven strategies to enhance marketing effectiveness and customer engagement. With a strong emphasis on customer support and satisfaction, Compete aims to deliver high-quality service and maintain strong relationships with its clients.
挑战
Prior to implementing Zendesk help desk software in June 2009, Compete was using email to receive and respond to support requests. As the number of requests increased, it became increasingly challenging to respond to customers and pinpoint the high-priority tickets. This inefficiency led to delays in addressing customer issues and a lack of organization in managing support requests. The inside sales and client relations teams at Compete needed a more streamlined and efficient way to handle support requests and trial account activations. The manual process of inputting recurring information and managing multiple applications was time-consuming and prone to errors.
解决方案
Compete implemented Zendesk help desk software to address the challenges of managing support requests and improving customer service. The integration of Salesforce for Zendesk allowed sales reps to create new Zendesk tickets directly from the Salesforce web application and apply predefined responses to trial requests. This automation eliminated the tedious process of inputting recurring information manually and freed agents from having to manage multiple applications. The use of macros enabled agents to respond to frequently asked questions with one-click, saving time and ensuring accurate responses. Tags and triggers were used to automate ticket workflows, assign the correct person to support requests, and keep track of common support topics. The iPhone and iPad mobile apps for Zendesk allowed Compete to respond to requests quickly, even when agents were away from their desks.
运营影响
数量效益
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