# Swifto Case Study - Zendesk Implementation

Case Study:

How optimising Zendesk increased agent productivity and reduced ticket numbers to enhance overall customer experience.

Faster onboarding for new Customer Support Reps, taking the onboarding process down from 6 months to 2 weeks.

Utilising AI to ensure effective, consistent communications whilst allowing for decreased tickets and an increase in dog walks.

Increased customer satisfaction as queries are dealt with faster and more effectively

"Despite a 66% increase in the number of walks from September 2023 to September 2024, we achieved a 19% reduction in the proportion of customer service tickets per walk, highlighting a significant boost in efficiency."

## Penina First

## CEO & Founder

## Swifto

The SaaSy Impact:

Saving time and streamlining processes.

"We’re a tech-enabled dog walking service that uses technology to scale our dog walking operations. We operate in New York, Miami, and Charlotte, and have completed over 500,000 dog walk to date. Combining technology and quality service gives us a unique edge."

The Challenge:

Alignment through Zendesk.

## Alignment

Creating multiple chat flows for clients and walkers to meet the users needs. Building tailored environments for the user whilst allowing for overall process alignment and further utilising Zendesk chat flows.

## API Integration

onnecting chats to API to enable an instant understanding of the walks the user was referring to within the chat to exchange data and perform actions accordingly.

## Implementing Additional Features

Having access and understanding of Zendesk features to enable Customer Support Reps to solve tickets more efficiently and effectively.

## Integration

Integrated Knowledge Base, where all the policies and documentation are stored in a custom GPT to allow the team to understand how to handle various scenarios.

## Custom Flows

Created custom flows and utilised automation to allow for a more self sufficient service.

## CX Features

Created a sidebar to allow Customer Support Reps to answer tickets more efficiently without the need to leave the ticket page.

The Solution:

Integrations to utilising AI to enhance CX.

Limitless possibilities.

We start by understanding your business and listening to what you're looking to do with Zendesk.

Then your SaaSy Expert will discuss how we can help, how we differ from other Zendesk consultants and why businesses worldwide choose us as their trusted Zendesk partner.