We can now easily receive, track, and solve support tickets.
Scheduling Greater Customer Satisfaction
Based in Montreal, Canada, Tungle.me was founded in 2006 to simplify 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. Tungle.me is headquartered in Montreal.
Growing Startup Seeking Long-Term Support Strategy
Tungle.me’s 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.
“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.”
Providing a Seamless Customer Support Experience With Integrations
Zendesk provided the help desk software that Tungle.me needed. Knudsen can now more easily receive, track, and complete support tickets, even routing them to colleagues in other departments when necessary. Seeking to offer even more attentive customer service without increasing headcount, Knudsen explored ways to offer many-to-many support.
“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.
Implementing Proactive Support
“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 be posted on Get Satisfaction for general use. About two-thirds of Tungle’s support issues are now resolved on Get Satisfaction.
“Zendesk and Get Satisfaction are the perfect one-two punch,” says Knudsen. “No matter how our customers get their issues resolved, they have a unified customer support solution.”
Streamlined support for causes and customers
Charting a path to 99% customer satisfaction
Topic suggestions reduce ticket volume by 70%
Customer service outgrows email
Delivering customer service 35% faster
Connecting with supporters to change the world
Maintaining a consistent level of service for all
Rapid response is key for a fast-paced business
Improving support by moving from email to Zendesk