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Compete, Inc. Enhances Customer Support and Sales Processes with Zendesk Integration
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Prior to implementing Zendesk help desk software in June 2009, Compete was using email to receive and respond to support requests. As the number of requests increased, it became increasingly challenging to respond to customers and pinpoint the high-priority tickets. This inefficiency led to delays in addressing customer issues and a lack of organization in managing support requests. The inside sales and client relations teams at Compete needed a more streamlined and efficient way to handle support requests and trial account activations. The manual process of inputting recurring information and managing multiple applications was time-consuming and prone to errors.
About The Customer
Compete Inc., headquartered in Boston, MA, is a competitive intelligence and market research company that helps the world’s top brands improve their marketing efforts based on the online behavior of millions of consumers. Leading advertisers, agencies, and publishers rely on Compete’s products and services to create engaging online experiences and highly profitable advertising campaigns. The company focuses on providing insights and data-driven strategies to enhance marketing effectiveness and customer engagement. With a strong emphasis on customer support and satisfaction, Compete aims to deliver high-quality service and maintain strong relationships with its clients.
The Solution
Compete implemented Zendesk help desk software to address the challenges of managing support requests and improving customer service. The integration of Salesforce for Zendesk allowed sales reps to create new Zendesk tickets directly from the Salesforce web application and apply predefined responses to trial requests. This automation eliminated the tedious process of inputting recurring information manually and freed agents from having to manage multiple applications. The use of macros enabled agents to respond to frequently asked questions with one-click, saving time and ensuring accurate responses. Tags and triggers were used to automate ticket workflows, assign the correct person to support requests, and keep track of common support topics. The iPhone and iPad mobile apps for Zendesk allowed Compete to respond to requests quickly, even when agents were away from their desks.
Operational Impact
Quantitative Benefit
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