Zappos: Internal Support That Is “Powered By Service”
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Bomgar
技术栈
- VPN
- Linux
- Windows
- Mac
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
适用行业
- 零售
适用功能
- 商业运营
用例
- 远程资产管理
服务
- 系统集成
关于客户
Zappos.com is a leading online retailer known for its commitment to customer service. The company's internal support team aims to demonstrate this commitment to service in how employees are supported. The company has sites in Nevada and Kentucky, and also extends support to home users who may not have VPN connectivity. The company's IT team is one of the friendliest open-sourced IT organizations in the world. They continue to write the book on Web-retailing and customer service.
挑战
Zappos.com's dispatch & helpdesk teams faced the challenge of supporting approximately 1,600 employees located in two different time zones and merchandisers who travel globally. Traditional tools, such as VPNs, were used but with sporadic and limited success. The challenge was further complicated by the need to support a multi-platform environment that includes Windows, Linux, and Mac. The IT team also saw the evolving requirement to support mobile devices internally. The rapid expansion of the company's headcount over the last few years has put more pressure on IT for support and training.
解决方案
Zappos.com's internal support team discovered Bomgar, a solution for supporting a geographically dispersed, multi-platform environment. Bomgar's multiplatform solution was the key factor in choosing a vendor. Bomgar is now one of the go-to platforms in the Zappos.com service desk system. With Bomgar, the Zappos.com IT team can support Linux, Windows, Mac, and mobile devices. No matter where employees are - Kentucky or Nevada, at home or travelling - a support technician can connect to them over the internet in just a few seconds, control their computer and fix whatever may be the problem. Bomgar works without any preinstalled software or a VPN.
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