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Gawker Media's Response to a Data Security Breach with Zendesk
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
Services
- System Integration
- Training
The Challenge
On December 11, 2010, Gawker Media faced a significant data security breach, which required immediate and effective communication with their users. The company, which did not have an extensive customer support setup due to not processing financial transactions, was suddenly inundated with thousands of reader emails requiring personalized responses. Gawker's previous approach of handling customer support requests via email and a customer support message board was insufficient for the sensitive nature of the data breach. They needed a secure and robust support ticketing system to manage the increased level of communication and ensure their readers' concerns were addressed promptly.
About The Customer
Gawker Media, founded in 2002 by Nick Denton, is a prominent media group known for its influential online publications, including Gawker and Gizmodo. The company produces eight original brands, attracting a collective audience of 20 million US readers. Gawker Media is renowned for its unique delivery of news, scandal, and entertainment, earning both fans and critics. The media group has been described as everything from 'deliciously wicked' to 'the biggest blog in the world.' Despite its significant online presence, Gawker Media did not have an extensive customer support setup, as it did not process financial transactions. This lack of infrastructure became a challenge when the company faced a data security breach, necessitating a rapid and effective response to manage the influx of reader inquiries.
The Solution
In response to the data breach, Gawker Media quickly set up a free trial of Zendesk and onboarded 20 staff members to the system. Despite none of the employees having prior experience with Zendesk, they managed to process 4,000 support requests within four days. The success was attributed to Zendesk's automated responses, known as macros, and its intuitive interface, which allowed the team to handle the increased volume of inquiries efficiently. Zendesk's automated workflows and customizable business rules also played a crucial role in routing technical tickets to engineers and keeping readers informed. The system's ability to send automated responses to common issues and its user-friendly interface enabled Gawker Media employees to become proficient quickly, ensuring timely and satisfactory resolutions for their readers.
Operational Impact
Quantitative Benefit
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