A scalable solution enabling rapid growth
For Splaype’s video conferencing business, online communication is central to its software. An easy-to-use solution, it helps families spend quality time together by allowing an extra dimension of interaction using video conferencing.
“We created Splaype based on our own experience raising children abroad. We wanted our kids to develop strong family relationships because we believe that spending quality time with family and friends is what life is all about,” says Meri Rosich, CEO and Founder. “Our software is designed for long distance families, such as parents working abroad who want to read a book to their kids, or grandparents who can now enjoy games or crafts together with their grandchildren.”
Meri says Splaype is addressing a growing need in the consumer technology market, “With more families relocating for work than ever, 60 percent of grandparents are estimated to live more than two hours away from their grandchildren. Staying connected is really important and using Splaype can help. It’s different from a usual video conference call because it helps to keep kids engaged. It captures their attention and stops them from getting bored.”
She started using Zendesk in November 2011 and was able to launch Splaype at the end of February 2012 thanks to the company’s relationship with Zendesk.
More than just a help desk
After being drawn to Zendesk because of a need to establish a help desk for her developing business, Meri soon realised that the product would become an integral part of Splaype.
“We used Zendesk for the production and testing of our software and the closed Alpha,” Meri says. “We’ve also used it to gather feedback through the forums and feedback tab, and it will also be used to measure our customer service practices via Zendesk’s reporting.”
With the business continuing to flourish since going live in February, Meri says the rest of the Splaype website will be built with the help of Zendesk forums, using feedback to identify what its users want.
“I’ve used Zendesk for things I thought I would need to hire a third party for,” says Meri. “While Splaype is only in its infancy, knowing that Zendesk integrates easily with third party software gives me the reassurance that Zendesk will grow with our business.”
Integration and customisation
In addition to being able to customise their Zendesk portal, Meri was impressed with the variety of features that Zendesk provided and is planning to take full advantage of them in the coming months, as the business grows.
Splaype relies on Zendesk Tags to help create efficient SEO practices. Meri says that content about Splaype is easily captured by Google thanks to Splaype adding news and articles about the company to their forums, which are then indexed by search engines. Tags also help Splaype keep track of a number of different categories and topics, with Meri saying that the way Zendesk assigns groups helps her run the business.
“We’ve been really interested and surprised to learn about the different applications that Zendesk has launched over the past months, and something that we’ve found useful is that Zendesk has the ability to customise forms and include tags in many of its functions,” Meri says.
With Zendesk playing a major role in supporting Splaype during this important period of growth, Meri says the business is planning on taking advantage of more Zendesk features in the future, and that she is impressed with the level of integration that Zendesk is able to achieve with third party applications.
“You see a lot of knowledge bases and forums and it is often the case that you never realise what they are powered by. The ‘powered by Zendesk’ logo on many sites that I’ve admired was what drew me in,” she said.
“While we are only just starting to grow as a business, we have plans to integrate Zendesk with Salesforce once we get to the right size.”
While Meri is based in Singapore, most Splaype team members work remotely, with designers based in the Philippines, educators and psychologists in Europe and engineers in Singapore and North America. This meant that any solution used by team members would not only need to be easy to use, but also easy to collaborate on with other co-workers.
“All the team members were surprised at how flexible the Zendesk system was,” Meri says. “Zendesk is a very easy to use system that allows you to do very complicated things.”
While Meri has only needed to contact the Zendesk team once for support, she said that the response to her query was very quick and that she hasn’t had any other issues with the system.
“My tickets go through, I’ve never lost any information and everything else has been fine,” she says.
Zendesk loves start-ups
Meri says she was drawn to Zendesk because of the company’s passion for start-ups and dedication to the entrepreneur community.
“Zendesk is held in high regard by many start-ups because it understands the needs of its customers” she says. “Zendesk isn’t an old legacy system designed a long time ago – it is very fresh and intuitive. It’s more than Web 2.0, more than social media.”
Currently on a Regular subscription to Zendesk, Meri says she hopes that as Splaype expands, so too will its use of Zendesk.
“I’m hoping to grow the company now that we’ve launched and to implement a larger scale enterprise Zendesk with a CRM,” she says. “I think the knowledge base will be an incredibly useful tool for this process.”
Meri says that she would definitely recommend Zendesk to other businesses because of how simple it is to use and its approach to helping smaller start-ups find their feet.
“It is a great product that’s easy to use, implement and customise.”
When keeping it simple does the trick
73% improvement in first response time
Making support more collaborative and effective
Robust forums help customers help themselves
Automated responses save time and headcount
Maintaining a consistent level of service for all
Turning customers into advocates
Customer service that scales
Faster response times means happier customers