Hey Groupon: Thanks a Million!

By 7 Comments


Groupon passed a major milestone late last year, having processed a whopping one million help desk tickets. And that kind of achievement is worthy of nothing less than a giant cake from Sarah’s Pastries and Candies. We descended upon Groupon’s offices last month, cake in hand, to help the Chicago-based company celebrate the big 1-000-000. In fact, the customer support team at the Chicago-based company is so good, it had already processed 1.25 million tickets by the time we made our December trek. Here’s our video documenting the visit.

  • http://twitter.com/theavangelist Andy Parker

    celebrating faults? Seems a bit odd

  • Chris

    130 agents PLUS management have to share that small cake?

    • JOY and HAPPINESS

      LIES LIES LIES.  People request help when the systems in place don’t work smoothly.  If they worked properly people would not be logging millions of enquiries and complaints!  Groupon and Zendesk: In my experience your processes and systems are useless and they provide for the worst customer experience ever.  Thanks for nothing!  No, let me re-phrase:  Thanks for absolute hell on earth.

    • http://www.zendesk.com Dave, Zengage Editor

      People log complaints and inquiries for a number of reasons–some valid, some not. Sorry to hear that you’ve had a bad experience. Let us know if we can help make it right.

  • anonymous

    I wouldn’t be very pleased if my SaaS provider knocked on the door to celebrate my private milestone, my private data and then posted it on the internet as part of their marketing campaign.

    Something different is when Twitter sends a cake to celebrate say 1,000,000 followers (because it’s public information), something else is when SaaS provider publicly acts on private data of their client. And disclosing details of milestone ticket, wow… I’m your client and don’t like the fact that you are looking at my data for other than technical reasons….

    • http://www.zendesk.com Zendesk

      Hey there anonymous,

      We totally understand your concern. In this instance, we spoke with Groupon about sharing this information and celebrate it as a significant milestone for the company. We would NEVER EVER EVER share anyone’s private data without consulting with them way ahead of time. We have a great relationship with Groupon and they were happy to share this information. So we did.

      Hopefully this clarifies any confusion that’s out there about Zendesk’s protection of its customer data.

      Thanks!

  • http://www.zendesk.com Zendesk

    Hey all,

    All businesses have customers that need extra support. By “celebrating” Groupon’s millionth ticket, we hope to highlight not only Groupon’s explosive growth as a company, but also their attentiveness to any customer who steps forward and requests help. Also, customer service is not just about solving problems or fixing bugs. It’s about helping your customers have the best experience possible. One million tickets is a reflection of Groupon’s commitment to its customers.

    And Chris, yes, we totally agree the cake should have been bigger!