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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."
Penina First
CEO & Founder
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.
It takes less than 30 seconds!
We respond to live chats in less than 1 minute!
One platform.
Limitless possibilities.
Schedule your free consultation with a SaaSy Expert.
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.
One platform.
Limitless possibilities.
Schedule your free consultation with a SaaSy Expert.
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.
Swifto
