At a glance
Tickets Resolved at First Response
Avg. First Response Time
Avg. Resolution Time
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 baseand a growing internal team, they needed business applications that allow them to understand their customers and meet their support needs quickly.
Zendesk Support was one of WePays first business solutions to meet their growth demands. To answer customers how-to questions and support inquiries, WePay leverages many of Zendesk Support’s features and integrations in many ways.
With Zendesk Support, WePay can provide multichannel support through channels such as 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 Support analytics, deliver on their promise to always a deliver a happy customer support experience, and scale customer support and onboard new agents quickly with Zendesk’s easy-to-use, -implement and -customize products.
“Zendesk Support allows us to figure out who our customers are and to work more efficiently to see where they stand with the built-in satisfaction ratings.”
With Support, WePay has seen an increase of 98% tickets resolved at first response, a decreased average first response time of 41 minutes, a decreased average resolution time of 3 hours, and an increased average overall customer satisfaction rating of 90%. Needless to say, they’re quite happy.
“As we grew, our biggest challenge was how do we deal with the size and differing needs of our customers. Zendesk Support has helped us change and improve faster than we were previously able to.”