实例探究 > crowdSPRING: Providing Services for the Creative Community

crowdSPRING: Providing Services for the Creative Community

公司规模

11-200

地区

America

国家

United States

产品

Zendesk

技术栈

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Productivity Improvements

技术

应用基础设施与中间件 - API 集成与管理
平台即服务 (PaaS) - 连接平台

适用行业

Professional Service
Software

适用功能

商业运营

服务

软件设计与工程服务
系统集成

关于客户

Based in Chicago, Illinois, crowdSPRING is an online marketplace for creative services. Businesses looking for a logo, a website, or even help naming their company can post projects on crowdSPRING. Projects are then available for the creative community to browse and work on. Each project typically receives 100 entries; the business decides which entry they want to go with from that pool and the creative gets paid. crowdSPRING serves a diverse range of clients, from small businesses to larger enterprises, providing a platform that connects creative professionals with those in need of their services. The company emphasizes the importance of customer service as a core part of its business strategy, aiming to build a strong customer base through excellent support and word-of-mouth marketing.

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挑战

Right from the start, crowdSPRING recognized the need for timely and accurate responses to support requests. In the world of web startups, co-founder of crowdSPRING Mike Samson explains, customer service and support is not something you think about after you’ve built up your customer base, it’s how you build up your customer base. “Customer service is part of our marketing plan,” Samson says. “A large part of our marketing is through word of mouth. Good customer service is the best way to make happy customers.” Rather than play catchup once support requests started coming in, Samson wanted something in place as they grew. Because the company deals with potentially sensitive transactions between individuals and small businesses, he wanted to get a solid support ticketing system (as opposed to just a community help forum) in place.

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解决方案

As a startup, crowdSPRING needed something low-cost that would allow them flexibility later on. Zendesk’s hosted help desk model meant they could get up and running with a low-monthly cost and no long-term commitment. Zendesk proved easy to set up and learn while at the same time providing a rich feature set. Additionally, Zendesk’s API— “robust and customizable,” according to Samson— has allowed crowdSPRING to build their own customized support forums. This flexibility is key, Samson says. When crowdSPRING launched the site, they had about 400 users and not a huge volume of tickets. As crowdSPRING grew, however, so did their support requests. In less than 2 years they were up to 40,000 service requests and 70,000 users. Zendesk’s flexibility made scaling possible. They added more agents as needed and have been able to keep their commitment to great customer service throughout their growth. “Zendesk maximizes our capacity,” Samson explains. With Zendesk, they are able to support their 70,000 user base with a relatively small group: two full-time and one part-time agents who work on the forums, and the two founders covering nights and weekends.

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运营影响

Zendesk allowed crowdSPRING to scale their customer support operations efficiently, accommodating a growing user base from 400 to 70,000 users.
The flexibility of Zendesk’s API enabled crowdSPRING to create customized support forums tailored to their specific needs.
With Zendesk, crowdSPRING was able to maintain a high level of customer service with a small support team, consisting of two full-time agents, one part-time agent, and the two founders.
The implementation of Zendesk helped crowdSPRING integrate customer service as a core part of their marketing strategy, enhancing customer satisfaction and word-of-mouth referrals.
Zendesk’s hosted help desk model provided a cost-effective solution for crowdSPRING, allowing them to avoid long-term commitments and keep operational costs low.

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数量效益