Shine a light on every customer
Vimeo uses Sunshine to put the power of personalization in agents’ hands
Vimeo is one of the world’s largest subscription-based video and content platforms in the world—which means they have lots of customers, and even more support tickets. With Sunshine and the Zendesk Apps Framework, Vimeo was able to make sure that every ticket was categorized and sent to the best agent for the problem at hand.
Averaged Response Time reduced to 30 minutes
Platform components used:
Zendesk Apps Framework (ZAF) ; Custom Objects
As relationships with users become more complex, properly grouping users’ requests and tickets to the right categories becomes difficult—for instance, sometimes, a user can have an Account question that’s related to Billing, or a Billing question that’s related to a Free Trial. Vimeo wanted their front line agents to get really specific when classifying ticket categories so that they could be routed to the right specialists for the job. They also wanted a way for specialized agents to be able to provide feedback on the tickets they’ve had escalated to them.
Using the Zendesk Apps Framework (ZAF), Vimeo created a custom app called “Categorization Setting” that allows front-line agents to fill out a form choosing from a robust hierarchy of 100s of ticket categories. The categories, subcategories, relationships linked to them, and the forms themselves are all stored as Custom Objects. They then built another custom app, “Specialist Satisfaction (SSAT)”, that allows Specialists to provide feedback and grades on the tickets that have been escalated to them—giving management the ability to coach the agents and understand where they can best improve.
“On Vimeo's support team we have an intrinsic belief in feedback loops, and everything we build comes from constant communication from our agents. We don't just tell our agents how to work, we encourage them to tell us their pain points, and together we develop solutions to meet their needs. Sunshine and the Zendesk Apps Framework allow us to take insight and quickly turn it into action, and get our agents the data needed to provide a truly personalized customer experience without ever having to leave the Support workspace.”