A quick word from Teavana on Zendesk
October 10, 2013
A quick word from Teavana on Zendesk
Score 10 out of 10
Vetted Review
Verified User
Software Version
Plus
Overall Satisfaction
- Integration with several platforms, including live chat. We're currently implementing live chat, and are all excited to have that launch next year.
- Reporting is another strength of this system. With it, you can monitor current activity, as well as annual metrics. This helped me to staff for the holidays, and we're already seeing a huge improvement in decreased backlog compared to last year.
- The speed at which you can address customer inquiries allows you to increase quantity of customers reached, without sacrificing quality of customer service.
- Exporting files is limited as to what you want the report to look like. For example, if you want to export an xls that contains customer info, ticket number, and rating... you can. However, you will not be able to see the initial email the customer wrote. There have been several times when we needed this, but the only choice is a HUGE xml file that is so large that excel can't open it.
- With Zendesk, we've been able to find a way to implement live chat. This alone, with the number of agents we have on the account, is saving us $34,320/yr by dropping another software that was used separately for live chat.
Product Usage
- To address customer inquiries, problems, and escalations.
- Observe why customers are contacting us by using tags as a mandatory field to update when addressing a ticket.
- Agent performance analytics.
Evaluation and Selection
Zendesk was the initial software we used when the call center was opened in Atlanta, GA in 2011. Since then, we've been happy using it.
Implementation
Training
- Self-taught
It was simple to learn. There are many web pages you can visit for tutorials, how to's, walk throughs, etc. if you're a little stumped. But if you can write an email, you can use this system.