Groupon's Explosive Growth Necessitates Robust Ticketing Solution
公司规模
Large Corporate
地区
- America
- Africa
- Asia
- Europe
国家
- United States
产品
- Zendesk
- Gooddata
技术栈
- Web-based support software
- Macros for FAQs
- Integration with reporting tools
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 应用基础设施与中间件 - 数据可视化
- 功能应用 - 远程监控系统
适用行业
- 电子商务
- 零售
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
Groupon, launched in November 2008, is a global e-commerce marketplace offering daily deals on various activities, products, and services. Operating in over 500 markets across 40 countries, Groupon has a significant presence with thousands of employees in offices located in Chicago, Palo Alto, and regional offices in Europe, Latin America, Asia, and Africa. The company is committed to providing quality products and services, maintaining honesty and directness with customers, and delivering exceptional customer service.
挑战
Groupon experienced rapid growth shortly after its founding, leading to an overwhelming number of customer requests. Initially, customer service was managed via email, but this quickly became unsustainable. The company needed a scalable, efficient ticketing solution that would not compromise the customer experience.
解决方案
Groupon's search for an enterprise-level support solution led them to Zendesk, a web-based support software. Zendesk was chosen for its intuitive interface, scalability, and robust features. The implementation of Zendesk allowed Groupon to handle a high volume of customer tickets efficiently. The use of macros for frequently asked questions enabled quick and personalized responses, enhancing customer satisfaction. Additionally, integrating Zendesk with Gooddata improved reporting capabilities, providing deeper insights beyond traditional spreadsheets.
运营影响
数量效益
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