Tile + Zendesk: Perfecting Workflows to Boost the Customer Experience
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- Zendesk Agent Workspace
- Zendesk Sunshine Conversations
- Ada Chatbot
技术栈
- SaaS
- Chatbot Integration
- Omni-channel Support
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 平台即服务 (PaaS) - 连接平台
- 功能应用 - 远程监控系统
适用行业
- Software
- 消费品
适用功能
- 商业运营
用例
- 对话机器人
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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