BERLIN/BONN, GERMANY – March 25, 2014 – Deutsche Post AG has selected the Zendesk cloud solution from the provider of the same name to manage the customer service for its mobile payment app PAYSMART (www.paysmart.de). Users of the QR code-based app, which was released for Android and iOS in mid-March, as well as merchants can contact Deutsche Post by phone, e-mail or fax. Requests are collected centrally in the Zendesk solution, are converted into tickets, and, depending on the request, are forwarded to the appropriate service agents for processing. Later this year, Deutsche Post AG plans to add chat features to the website as well as social media features, all of which will funnel into Zendesk.
Using Zendesk, Deutsche Post AG will also provide self-service offerings. The company will integrate its frequently asked questions (FAQ) in Zendesks self-service portal. In the portal, merchants and users will find suggested answers to their questions. Additionally, Deutsche Post AG will use the Answer Suggestions feature in Zendesk. The system filters tickets according to specific topic-related keywords and provides agents with relevant answers from the knowledge base. This automation feature reduces the processing time for individual requests significantly.
Self-service is the fastest and most cost-effective way of providing customer support, says Steffen Teske, Director for Central & Eastern Europe at Zendesk. “Recent studies show that nine out of ten users would initially use a knowledge base before contacting customer service. Deutsche Post is betting on the future, not only with its mobile payment app but also by offering customer service that focuses on the needs of consumers. We are proud to support an innovative solution like PAYSMART with our offering.
Zendesk provides cloud-based customer service software that brings companies and their customers closer together. More than 40,000 companies use Zendesk and provide customer service for over 300 million people worldwide. Customers include Groupon (Germany), Jenoptik and Disney. Zendesk was founded in 2007, is headquartered in San Francisco and has offices in eight other countries. The company is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners and Redpoint Ventures. Learn more at www.zendesk.com.
This is a translation of a press release originally issued in German.