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实例探究 > Groupon's Explosive Growth Necessitates Robust Ticketing Solution

Groupon's Explosive Growth Necessitates Robust Ticketing Solution

技术
  • 应用基础设施与中间件 - API 集成与管理
  • 应用基础设施与中间件 - 数据可视化
  • 功能应用 - 远程监控系统
适用行业
  • 电子商务
  • 零售
适用功能
  • 商业运营
服务
  • 软件设计与工程服务
  • 系统集成
挑战
Groupon experienced rapid growth shortly after its founding, leading to an overwhelming number of customer requests. Initially, customer service was managed via email, but this quickly became unsustainable. The company needed a scalable, efficient ticketing solution that would not compromise the customer experience.
关于客户
Groupon, launched in November 2008, is a global e-commerce marketplace offering daily deals on various activities, products, and services. Operating in over 500 markets across 40 countries, Groupon has a significant presence with thousands of employees in offices located in Chicago, Palo Alto, and regional offices in Europe, Latin America, Asia, and Africa. The company is committed to providing quality products and services, maintaining honesty and directness with customers, and delivering exceptional customer service.
解决方案
Groupon's search for an enterprise-level support solution led them to Zendesk, a web-based support software. Zendesk was chosen for its intuitive interface, scalability, and robust features. The implementation of Zendesk allowed Groupon to handle a high volume of customer tickets efficiently. The use of macros for frequently asked questions enabled quick and personalized responses, enhancing customer satisfaction. Additionally, integrating Zendesk with Gooddata improved reporting capabilities, providing deeper insights beyond traditional spreadsheets.
运营影响
  • Groupon employs over 150 customer support agents who handle nearly 15,000 tickets daily.
  • Zendesk's macros facilitate one-touch resolution, a key aspect of Groupon's customer service strategy.
  • Agents are trained to personalize responses, making customers feel heard and valued.
数量效益
  • Handles nearly 15,000 tickets per day.
  • Employs more than 150 customer support agents.

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