Tile + Zendesk: Perfecting Workflows to Boost the Customer Experience
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Zendesk Agent Workspace
- Zendesk Sunshine Conversations
- Ada Chatbot
Tech Stack
- SaaS
- Chatbot Integration
- Omni-channel Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Software
- Consumer Goods
Applicable Functions
- Business Operation
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Tile is a consumer electronics company founded in 2012, initially as a crowdfunded project. It has grown into a leading finding service that helps locate millions of misplaced items every day. With customers in over 230 countries and territories, Tile has maintained its focus on delivering exceptional service and staying true to its roots. The company is dedicated to enhancing the customer experience and continuously innovates its products and features based on feedback from its global community. Tile's commitment to customer satisfaction is evident in its strategic decisions and the implementation of advanced technologies to improve service delivery.
The Challenge
Tile, a leading consumer electronics company, faced the challenge of maintaining exceptional customer service while experiencing rapid growth. The company needed to streamline its customer support operations to handle increased demand, especially during peak seasons like the holidays. With a global customer base and a commitment to delivering a rich customer experience, Tile sought to optimize its workflows and improve efficiency in handling customer inquiries. The onset of the COVID-19 pandemic provided an opportunity for Tile to reassess its customer service processes and implement changes that would position the company for future growth.
The Solution
To address its customer service challenges, Tile leveraged Zendesk's Agent Workspace to streamline its support operations. The SaaS solution allowed Tile to transition its agents to remote work seamlessly, thanks to its simplicity and ease of customization. By centralizing data and unifying communication channels, Agent Workspace enabled Tile to achieve significant efficiency gains, reducing average handle time from 25 minutes to 15 minutes. Additionally, Tile implemented a chatbot in collaboration with Ada to handle thousands of tickets, especially during the holiday season. The chatbot provided quick solutions to common issues, reducing contact volume and improving the overall customer experience. Tile also utilized data from Zendesk to monitor performance and identify areas for improvement, ensuring that its service offerings remained top-notch.
Operational Impact
Quantitative Benefit
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