Koda Support

Koda’s mission is to turn customers into advocates, improve employee engagement and deliver shareholder results.

The Koda team works with multinational businesses of all sizes. Friendly and down-to-earth, our four Koda Consultants have over 45 years of combined Support experience.

As Implementation Partners to Zendesk, we can:

• implement your new Zendesk instance
• optimise your existing instance
• perform specific enhancements

Implement a new Zendesk instance

A blank canvas is a great opportunity to get it right from the start. Working with a certified partner to implement your new instance, you’re guaranteed to incorporate efficiencies gained from years of experience enabling support teams. And we don’t just build something that works for now - we carefully customise your set-up to put you in the best position for scalable growth, ensuring your team follow best practices along the way.

Set up the basics

• Integrate new or existing support channels. Chat, Phone, Messaging, Social… all available on day one.
• Build custom apps. Including crucial links between customer communication and their account information.
• Groups. Setup your teams, their workflow and how they interact with each other and with non-Help Desk users outside of the support team.
• Triggers and automations. Only utilise your team for tasks that require their expertise. Leave the rest to your new software.

*Optimise - leverage what your Zendesk has to offer *

Not getting the most out of your current set-up? As part of the optimisation process, we’ll dive into what you’d like your support to look like and work with you to reflect that in your set-up. We’ll also point out further opportunities we find for streamlining, boosting efficiency and scaling for growth. We use a structured approach towards understanding your current support strategy and discovering what’s next, presenting you with best practices and ideas for improvements along the way - conducting discovery sessions, documenting your requirements, and making sure you're in the loop every step of the way.**

Perform Specific Enhancements

Perhaps you know what you want your Help Desk instance to offer but aren’t quite sure the best way to execute it. Attempting to change one thing on your platform often affects other rules and configurations that exist, which can end up disrupting your operation. This is where the Koda team can help! As Implementation Partners, we know Zendesk, Freshdesk and Intercom inside out. We’ll analyse your current rules and ensure changes are executed in a way that's seamless for your customers and your team. We’ll track and document changes as we go, so you and your team can stay in the loop. Each optimisation project is hyper-personalised. We tailor our approach to your preferences - you can send us a list of things to do, or we can make recommendations to help you discover your plan.

Our approach

• Create a seamless Omnichannel experience
• Automate, whilst keeping support human
• Create engagement beyond resolution

Industry expertise

• Banking, Finance, Payments
• Trading and investing
• Lending
• Manufacturing
• Hospitality

Why Koda?

• Complete Support package
• CX and EX centric Zendesk process design and configuration
• Process development and documentation
• Recruiting and training experiences
• Copywriting and content creation
• Not your typical consultants, we become part of your team and learn your processes inside out

Let’s talk

if this sounds like something you’re after! We’re happy to set up a free initial chat to talk about your support needs. You can book a free consultation here:

https://calendly.com/kodasupport/free-consultation