ZENDESK LUMINARIES SPOTLIGHT
Luminaries like you light the way
The world changed a lot in 2020. Our customers have been a bright light in the dark. Be inspired by how non-profit, software, and logistic companies use Zendesk to support essential workers, promote social distancing, and manage volatile support volumes.
You’ve got what it takes
Children’s Council of San Francisco
Accessible childcare for essential workers
The nonprofit connects healthcare workers and vulnerable families access to the lifelines they need—emergency child care, virtual workshops on stress management and family dynamics, and other vital online resources.
Since March 2020, the nonprofit has fielded a 10x increase in inquiries compared to the same period in 2019. Children’s Council uses Zendesk Support and Guide and maintains a multilingual help center with 80+ centralized articles that connect parents, child care professionals, and essential workers with critical information and expertise. With limited funding and resources, the nonprofit has relied on Zendesk’s flexibility and ease of use to create additional content and help execute programs to families in need. For example, it used Support and Guide to coordinate the distribution of 160 play-and-learn activity kits, reaching 440 children across nearly every zip code in San Francisco.
In support of the Black Lives Matter movement, it used Guide to create a home for materials about how to talk to children about race and social justice. The nonprofit also expanded its use of Zendesk to include Explore to create custom dashboards to measure outcomes, capture trends, and help the team make data-driven decisions going forward.
Social connections build to last
Sprout Social’s platform helps businesses manage their social media presence—especially important during a time when nearly all business is transacted online. The company started using Zendesk Support in 2012 and over time expanded its use to include Guide, Chat, Talk Partner Edition, and Explore to offer 24/7 global support. With modern, flexible tools already in place, the team was prepared to handle the initial surge in billing and account-related requests during the onset of COVID-19; and a number of strategic, data-driven projects had freed resources ahead of time. For example, one Explore-driven project led to a product improvement that resulted in a 36 percent reduction in ticket volume, and a 29 percent reduction in chat volume for one of its busiest support topics. Leveraging data in this way has allowed Sprout Social’s support team to remain stable amidst greater change.
An agile transition to a new reality
Packlink is an online shipping service offering individuals and eCommerce merchants a fast and easy way of booking parcel deliveries with the world's top couriers. The company felt COVID-19’s effects early on, first in Italy and then as the virus moved through Europe. Ticket volume increased by 138 percent and help center views by 80 percent. With Zendesk Support, Guide, Gather, and Chat in place, the support team quickly transitioned to working from home and was able to swiftly onboard new remote agents to help with the increased volume. So far, CSAT is up by six points and the team is answering 75 percent of requests in less than 24 hours. New customers easily find answers about how the service works on its Guide-powered help center, reducing extra ticket volume. Packlink credits Zendesk’s flexibility and ease of use with the team’s ability to scale, bolster its self-service, and adjust to its new working model.
Protecting passenger safely during high season
The Spanish shipping company received a barrage of support requests as a result of COVID-19. Ticket volumes increased by 500 percent, and its support team began handling annual ticket volumes at a monthly cadence. The company, which typically ferries millions of people and cargo across three continents, wanted to provide real-time support and also leverage WhatsApp to proactively send boarding passes and offer support to passengers. Baleària implemented Zendesk Chat in a span of two days and added WhatsApp in Zendesk Support integration. The team also enabled Answer Bot and ramped self-service in Zendesk Guide to help manage volume. These steps have allowed agents to handle more issues, faster, and Baleària delivered a customer experience that helped it to earn a Global Safe Site COVID-19 badge from Bureau Veritas in May of 2020.
Staying ahead of requests with self-service
DFO Global is a growing performance marketing agency that specializes in eCommerce. To keep costs down while scaling its support operation, the company is implementing Zendesk Support, Chat, and Guide. Advanced self-service offerings will help DFO Global deflect many of its approximately 150K monthly inquiries and hasten agent onboarding. By working in a consolidated omnichannel platform, agents will be able to seamlessly converse with customers across channels to provide a better, and scalable, customer experience.