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Challenge

dotMailer™ makes email and cross-channel marketing automation easy through powerful and easy-to-use email, social, mobile and landing page tools. As their business grew, their customers’ support requests and inquiries not only grew in volume but also became more and more complex and technical. They needed a more manageable solution and structure around their customer service workflow.

Zendesk as a solution

When implementing Zendesk, dotMailer wanted to make sure every channel or feature they rolled out was well-executed before releasing to their support team and customers. With Zendesk’s Sandbox feature, they could preview and experiment with new business rules, settings and even messaging without disrupting the current Zendesk environment. With Zendesk, dotMailer:

• Delivers customer service through multiple channels–email, Web portal, chat, Voice, feedback tab, Twitter, knowledge base and community forums
• Integrates with various Zendesk apps to build a more powerful support platform, such as Microsoft Dynamics CRM to connect the sales and support teams, JIRA to relay development tickets between engineering and support, Screenr to explain and resolve support issues through video screencasting, and GoodData for reporting and analytics
• Develops separate Zendesk instances for strategic customers–allowing for long-term project collaboration and discrete communication and support
• Uses Zendesk’s built-in customer satisfaction survey so they can hear about their customer experiences, share the success stories of happy customer internally and follow up with an unsatisfied customer
• Builds their own integrations using the Zendesk API to produce a real-time reporting board and pre-populate fields on submitted tickets

Results

Here’s what dotMailer has achieved using Zendesk:

• Improved the service experience and their customer satisfaction rating by 8%
• Increased agent performance by 6-12% on a weekly basis
• Boasts an average first response time of 35 minutes

More importantly, using Zendesk has changed how they work. “We did have to change a lot of our existing work processes when we started using Zendesk. We had to change the way we communicate. Zendesk forced us to have more rigor in how we approached support. It made us think about, re-evaluate and change our support process so we were more efficient and had more visibility,” says Skip Fidura, Client Service Director at dotMailer.