Scribd's Seamless Transition to Zendesk for Enhanced Customer Support
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Zendesk
技术栈
- Zendesk API
- Cloud-based Support Solutions
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
技术
- 平台即服务 (PaaS) - 连接平台
- 应用基础设施与中间件 - API 集成与管理
适用行业
- Software
- Professional Service
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
Scribd, headquartered in San Francisco, CA, is the world's largest social publishing and reading site. The platform allows users to share and discover a wide range of written content, from informative articles to entertaining stories, on both web and mobile devices. Scribd's mission is to liberate the written word and connect people and organizations with valuable information and ideas. The company serves a diverse audience, including teachers, students, aspiring authors, and major publishing companies, making it a significant player in the digital content space.
挑战
Scribd's community support department was overwhelmed due to rapid growth and the limitations of their email-based support system. They faced issues with lost threads, lack of ticket tracking, and the inability to associate tickets with each other. The need for a more efficient and scalable support solution became critical as the company continued to expand its user base.
解决方案
Scribd chose Zendesk as their support solution based on recommendations from industry peers, including a detailed endorsement from Twitter's support manager. The implementation of Zendesk was completed within a day and a half, and the system was customized to match the look and feel of the Scribd website. Zendesk's automations and macros significantly improved the efficiency of Scribd's support operations. Incoming tickets are automatically reviewed and routed to the appropriate technician, ensuring timely and accurate responses. The hosted nature of Zendesk allows Scribd's support staff to access tickets from anywhere, enhancing their ability to provide prompt and effective service.
运营影响
数量效益
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