ZENDESK LUMINARIES SPOTLIGHT
Luminaries like you light the way
The world changed a lot in 2020. Our customers have been a bright light in the dark. Be inspired by how Conrad, Holland & Barrett, and Madison Reed use Zendesk to work remotely, keep customers safe, and stay connected to their communities.
You’ve got what it takes
Enhancing CX with digital experiences
Forced to close all of its brick-and-mortar locations, German electronics retailer and B2B distributor Conrad has shifted its focus to improving e-commerce customer experiences during the pandemic. It extended his marketplace team to add categories and onboard new sellers to its e-commerce site, making it easier for customers to navigate its vast catalog of 5M+ products. This meant Conrad also had to scale its digital support and worked with its two BPO partners to ensure that the 200+ agents were prepared to continue to use Zendesk Support, Chat and Guide as they transitioned to working from home. The company is implementing Zendesk Sell across its 150-person sales team to provide the data and tools needed to meet revenue targets. Conrad’s improvements have simplified, centralized, and enhanced its B2C and B2B customer experiences, helping it to emerge as a stronger, more resilient company that its customers can continue to depend on.
Holland & Barret
Helping customers stay safe and healthy
Health and wellness giant Holland & Barrett is the largest of its kind in Europe, operating over 1,300 shops in markets as diverse as Asia and the Middle East. It started using The Zendesk Suite in 2018 to consolidate a number of legacy solutions and enable more effortless conversations. As social distancing orders rolled out globally at the beginning of 2020, the company saw online orders spike as more customers remained at home. Ever nimble despite its mammoth reach, the company decided to convert a number of its in-store employees to online customer support agents to bolster support in this area. Its agility has ensured that the same friendly faces that Holland & Barrett’s customers are used to seeing in stores are empowered to continue doing what they do best: help customers get what they need to stay healthy and well.
Serving customers wherever they are
As barbers and salons closed during the pandemic, Madison Reed resolved to help people do their own hair and achieve salon-quality results. Faced with closing its brick-and-mortar locations and meeting a sharp uptick in e-commerce demand, Madison Reed used Zendesk to quickly convert in-store colorists to online colorists. The company’s speedy pivot has kept Madison Reed’s experts employed and enabled the company to meet customers where they are: online, at home. Madison Reed uses Zendesk Support, Chat, Talk, and Guide to keep track of every conversation across each customer’s channel of choice.