Success Stories
Streamlining Customer Service with Zendesk
Streamlining Customer Service with Zendesk at one of the popular E-commerce companies
Client
The client is a highly regarded online shopping destination known for its curated collection of quality products. With a focus on in-house development, the client ensures a perfect balance of quality and value for its customers. The company's commitment to exceptional customer service led to the establishment of a dedicated customer service department responsible for providing real-time orders and customer information to their executives.
Industry
E-Commerce
Highlights
- Successful implementation of Zendesk as a comprehensive customer service solution
- Integration with Oracle NetSuite for seamless querying of available stock based on SKU information.
- Custom app development provides executives with advanced search capabilities and real-time order information.
- The elimination of multiple systems led to significant time savings and improved operational efficiency.
- Department-specific SLAs and escalation matrices ensure prompt issue resolution and customer satisfaction.
Business Challenge
The client encountered several challenges in their customer service operations:
- Multiple systems: Call center executives had to navigate through three different systems to handle customer inquiries, resulting in time wastage and reduced efficiency.
- Insufficient information: The existing NetSuite Connector app did not provide the necessary information, forcing agents to switch between applications to access critical data.
- Inventory management: The client faced difficulties in querying available stock at various locations based on SKU information, hindering their ability to provide accurate and timely responses to customer inquiries.
Fill this form to receive the complete case study in your inbox Enter your details.
Lets get started!
Want to learn more about our Marketplace Listing services?
Drop us a line, and we'll be in touch soon.