Challenge

When WePay—an online payments platform—was first founded, their primary target audience was college students who needed an easy and affordable payment transaction service. Since then, WePay has expanded beyond individual transactions and now also caters to businesses and larger organizations. With a diversifying and expanding customer base—and a growing internal team, they needed business applications that allow them to understand their customers and meet their support needs quickly.

Zendesk as a solution

Zendesk was one of WePay’s first business solutions to meet their growth demands. To answer customers’ how-to questions and support inquiries, WePay leverages many of Zendesk’s features and integrations to:

• Provide multi-channel support through email, Web, phone, chat, Facebook and Twitter
• Apply macro shortcuts on specific use cases for greater agent productivity
• Integrate with Olark to bring live chat and support ticket management into a single interface
• Pull custom data and robust reports with Zendesk’s Advanced Analytics
• Deliver on their promise to always a deliver a happy customer support experience
• Scale customer support and onboard new agents quickly with Zendesk’s easy-to-use, -implement and -customize platform

Results

Here’s what WePay is able to achieve using Zendesk:

• 98% of tickets resolved at first response
• Average first response time: 41 minutes
• Average resolution time: 3 hours
• Average customer satisfaction rating: 90%

“As we grew, our biggest challenge was how do we deal with the size and differing needs of our customers. Zendesk allows us to figure out who our customers are, apply macro shortcuts for specific use cases, work more efficiently with tools and integrations and see where our customers stand with the built-in satisfaction ratings. Zendesk has helped us change and improve faster than we were previously able to,” says Sophie Monroe, Director of Customer Operations.