“Zendesk and Get Satisfaction are the perfect one-two punch. No matter how our customers get their issues resolved, they have a unified support experience from end to end.”
Tungle.me is in the business of simplifying the process of scheduling meetings. The company’s flagship offering, Tungle.me, amplifies users’ existing calendar systems, giving users the power and agility to make meetings happen with anyone, anytime. Tungle.me synchronizes calendar information with Outlook, Google Calendar, Apple iCal, Entourage for Mac, and Lotus Notes, and supports scheduling meetings on the go via iPhone and Blackberry. Its hosted scheduling solution pulls information from a wide range of calendar applications to help users coordinate meetings—even with many attendees across different time zones and on different calendar systems. Users can simply specify their availability for a given day or week and then share this information with colleagues or clients who can request in-person or remote meetings without signing up. Customers flocked to Tungle.me soon after its release—presenting Tungle with a customer support challenge.
“Like many companies, we started out responding to support requests by email,” recalls Jason Knudsen, Head of Support at Tungle. “But given the speed with which customers began coming on board, we knew this wasn’t a viable long-term approach. As a small startup, we couldn’t afford to simply throw more staff at the problem but it was critical that we be able to provide fast and personal support to our growing user base.”
Get Satisfaction and Zendesk Provide A Seamless Customer Support Experience
Knudsen began to research online support solutions, and even considered using a hosted CRM solution as a support tool. Then Knudsen discovered Zendesk through a Google search. Zendesk gave Tungle.me the one-to-one online support solution it needed. Knudsen can now more easily receive, track, and complete support tickets, even routing them to colleagues in other departments when necessary.
“In a previous job, I used a helpdesk solution from a major vendor,” Knudsen explains. “It was a nightmare of complexity. But Zendesk couldn’t be simpler to use. It’s always up and always working.”
Seeking to offer even more attentive customer service without increasing headcount, Knudsen then began exploring ways to offer many-to-many support. He planned to retool the company’s website as a valuable source of support information, but needed an easier way to keep the information current.
“From the day we launched our product, it was difficult to keep our FAQs updated on our website,” recalls Knudsen. “User issues and questions are constantly coming in—and our code is always changing. We needed a way to help our customers help themselves.”
Knudsen addressed these needs by turning to Get Satisfaction—a hosted service that provides an easy, lightweight way to build online customer communities for cost-effective support. Tungle.me’s Get Satisfaction community quickly attracted customer participation in support issues, enabling customers to post answers to each other’s questions and technical issues.
Best of all, Get Satisfaction integrates with Zendesk, enabling Tungle to convert complex or private issues into Zendesk tickets with one click. From there, Knudsen can work directly with the customer to solve the issue, freely exchanging information in a secure location.
“Get Satisfaction takes a lot of pressure off our support resources,” says Knudsen. “But we can easily pull issues into Zendesk to provide more personalized service. We’re already seeing a lot of value from the combination of Get Satisfaction and Zendesk.”
Two-Way Integration Lets Company Provide Proactive Support
With Get Satisfaction and Zendesk, Tungle can deliver one-to-many, many-to-many, or one-to-one customer support with equal speed and ease. These services tie into the company’s overall support philosophy.
“We love the concept of proactive support,” Knudsen explains. “We try to use every social tool we can to connect our users to the answers they need. Get Satisfaction and Zendesk are helping us to improve the quality of the Tungle.me user experience and deliver more immediate support—without increasing our support costs, which is a critical selling point for a startup.”
The integration between Get Satisfaction and Zendesk works in both directions—the answers that agents provide in Zendesk can also be posted on Get Satisfaction for general use. In fact, about two-thirds of Tungle’s support issues are now resolved on Get Satisfaction. To learn more about the Get Satisfaction and Zendesk integration, watch the webinar replay below or visit our dedicated partner integration page.
