Zoosk desired a rich and practical assistance desk pc computer software that would be implemented effortlessly. Zendesk help provided the perfect blend of energy and ease.

Wide range of Agents

Divisions making use of Zendesk

Zoosk may be the globes biggest social community that is dating having registered 50 million singles from 60 nations since its founding in 2007.

Users can access Zoosk’s online dating experience through the company’s internet site, social networking applications, mobile solutions, and desktop application that is downloadable. The solution will come in significantly more than 20 languages.

Zoosk makes online dating sites fun and simple, together with company desires its help experience to end up being the way that is same. When users have actually questions regarding payment, subscriptions, or internet site features, the organization is designed to react as fast as possible with friendly, accurate help. But until recently, Zoosk utilized source that is open and e-mail solutions that offered just a small fraction associated with the functionality the quickly growing business needed.

“We were a startup that is typical making use of hacked-together free tools to guide our customers,” stated Eric Hallquist, Senior Director of User Operations. “As we grew in elegance and complexity, we required greater understanding of client needs to ensure that we could better focus on our help activities.”

Zoosk desired an on-line help solution that would offer rich functionality, yet could possibly be implemented easily and quickly. Zendesk help supplied the blend that is perfect of and ease of use.

“Our Zendesk help execution ended up being the simplest implementation I’ve encountered during my career,” Hallquist stated. “But this is simply not a generic solution. We had been able to utilize the tool’s CSS widgets to create our assistance web page and seats appear and feel like part of Zoosk.”

After fine-tuning the appearance and feel, Zoosk put up routing that is intelligent incoming tickets. Today, whenever a Zoosk member submits a support request via an internet kind, Support’s causes go be effective. Causes are defined company rules that operate just after an admission happens to be produced or updated. As an example, a trigger may be used to inform clients each time a solution happens to be exposed or with regards to happens to be resolved.

Therefore in Zoosk’s situation, whenever an associate submits a help demand, they get a automatic email response that lets them understand when you should expect an answer. On the basis of the nature for the demand, the e-mail may direct them to self-serve support such as online assistance and FAQs.

Triggers additionally use tags to seats in line with the given information the user joined in to the support type. In this manner, Zoosk’s agents—who are arranged in rational teams within Support—can type seats by views. Views determine an accumulation of tickets predicated on a collection of requirements. Views may be formatted to produce as lists or tables, and you may specify who are able to access them. These views enable Zoosk to designate tickets to agents predicated on their regions of expertise.

“We provide help in five languages,” Hallquist explained. “Zendesk Support automatically filters seats for the agents in line with the languages they talk together with technical dilemmas they’re most adept at handling.”

As Zoosk’s agents work, Support’s integrations provide them with access that is easy effective functionality that permits better customer support. One custom widget integrates with Zoosk’s user database to allow agents glance at the known user profile for every single admission. “Thanks to Support’s integrations, our agents have actually all member that is relevant at their fingertips and that can deliver a qualified, personalized response a great deal more quickly,” Hallquist stated.

Zoosk has additionally integrated the IfbyphoneВ® Widget into its help system, enabling agents to control telephone calls on the exact same platform as payday loans Tennessee support seats. Whenever a part calls Zoosk’s toll-free help quantity and departs a voicemail, Ifbyphone immediately transcribes the message right into a text file and sends it—along by having a recording for the call—to help, where it turns into a help admission. A Zoosk agent can use a virtual dialer to call the member without leaving the system after reviewing the issue.

Using Support’s views, search tool, and reports, Zoosk can assess the effectiveness of their help programs and policy for the long term.

At a look, Hallquist checks on admission volumes, reaction times, and a bunch of other statistics. “With help, we are able to easily recognize trends within the concerns our members are asking, then make use of this information to steer our item development decisions,” he said. “Now, if our advertising group asks me personally just how many of y our French readers are calling to cancel their registration every month, I’m able to provide them with a defined solution.”

Support’s analytics also have revealed an increase that is dramatic individual efficiency and reduction in reaction time. “I expected a understanding curve with Zendesk Support—but I became wrong,” Hallquist admitted. “Our agents used to address 100 to 125 seats each day. Now they handle as much as twice as numerous.”

After reviewing Support’s backlog report, Zoosk recently identified the requirement to expand its help to seven days a week. Meaning agents can get to invest additional time by having an on-line help system they’ve grown to love.

“When we first examined Zendesk and saw the advertising taglines such as for instance ‘Love Your Helpdesk’, we thought it had been a hokey that is little” Hallquist admitted. “But now we’re on offer saying these exact things.”

“Our agents often type ‘ we Love Zendesk’ because their IM status message. We’re big, big Zendesk fans.”

– Eric Hallquist Senior Director of User Operations at Zoosk