Zendesk

Ohio Wesleyan University faced challenges with their existing help desk solution, which required client software installation on each agent's computer and was not integrated with the help desk email account. This setup hindered communication and made it difficult to track issues, leading to a lack of enthusiasm for investing in system upgrades. The university needed a more efficient, cost-effective solution that could streamline their technical support processes and improve communication.

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.

When the COVID-19 pandemic hit, Grubhub faced a significant challenge as the demand for food delivery services surged. The company needed to support its vast network of 300,000 restaurants and 30 million diners while transitioning its corporate operations team and BPO partners to a remote work model. The pandemic caused restaurants to change menus and hours without notice, leading to a massive increase in delivery orders. Grubhub had to quickly onboard new agents to handle the surge in ticket volume, which grew by over 100%. Additionally, the number of contacts per order rose as customers reached out with safety concerns. Grubhub needed to adapt to these challenges by implementing contact-free delivery and ensuring the safety of both drivers and diners.

Businesses are constantly seeking ways to enhance customer experience while reducing operational costs. The challenge lies in efficiently managing customer service cases, which can be time-consuming and resource-intensive. Traditional methods often require extensive coding and model building, which can be costly and complex. Companies need a solution that can streamline customer service processes, reduce time-to-resolution, and improve overall customer satisfaction without incurring high costs or requiring significant technical expertise.

In today's fast-paced business environment, companies are constantly seeking ways to enhance customer service while reducing operational costs. The challenge lies in providing instant, high-quality support across multiple channels without overwhelming customer service teams. Traditional methods often result in long ticket queues and delayed responses, leading to customer dissatisfaction. Additionally, businesses face the challenge of integrating new technologies without disrupting existing systems or requiring extensive technical expertise. The need for a solution that can be implemented quickly and scale efficiently is paramount. Companies are also looking for ways to gain insights from customer interactions to continuously improve service quality and maintain a competitive edge.