Case Studies BigTent Enhances Customer Support with Zendesk

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	BigTent Enhances Customer Support with Zendesk

BigTent Enhances Customer Support with Zendesk

Technology Category	Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation
Services	Software Design & Engineering Services System Integration
Challenge	BigTent’s online customer support team needed a hosted help desk solution that was easy to implement and maintain, and simple for all customers to navigate. Their previous solution was complex to implement and had an outdated look and feel. They wanted to offer a fresh, intuitive user experience without increasing their budget. The challenge was to meet these stringent requirements within a tight deadline. Read More
About Customer	BigTent is a free platform for family-friendly organizations that strengthens group involvement and simplifies group management by combining social networking features with group management tools. Founded in 2006 and headquartered in San Francisco, BigTent hosts a wide variety of groups, including parent, school, hobby, neighborhood, and community groups nationwide. The company aims to provide an intuitive and engaging user experience for its diverse user base. Read More
Solution	BigTent chose Zendesk as their online help desk system due to its beautiful, elegant, and clean interface that matched their Web 2.0 look and feel. Zendesk’s intuitive navigation made it easy for customers to submit support tickets and find answers themselves. The platform’s macros enabled automated responses to common support requests, reducing the need for agent interaction. Additionally, Zendesk’s built-in business rules, such as automated notifications, further streamlined the support process. BigTent also utilized Zendesk for iPhone and Zendesk for Twitter to enhance multi-channel support and monitoring. The integration of GoodData for Zendesk provided advanced business intelligence capabilities, allowing BigTent to analyze support activity trends and provide customer intelligence across the organization. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Services

Software Design & Engineering Services

System Integration

Challenge

BigTent’s online customer support team needed a hosted help desk solution that was easy to implement and maintain, and simple for all customers to navigate. Their previous solution was complex to implement and had an outdated look and feel. They wanted to offer a fresh, intuitive user experience without increasing their budget. The challenge was to meet these stringent requirements within a tight deadline.

About Customer

BigTent is a free platform for family-friendly organizations that strengthens group involvement and simplifies group management by combining social networking features with group management tools. Founded in 2006 and headquartered in San Francisco, BigTent hosts a wide variety of groups, including parent, school, hobby, neighborhood, and community groups nationwide. The company aims to provide an intuitive and engaging user experience for its diverse user base.

Solution

BigTent chose Zendesk as their online help desk system due to its beautiful, elegant, and clean interface that matched their Web 2.0 look and feel. Zendesk’s intuitive navigation made it easy for customers to submit support tickets and find answers themselves. The platform’s macros enabled automated responses to common support requests, reducing the need for agent interaction. Additionally, Zendesk’s built-in business rules, such as automated notifications, further streamlined the support process. BigTent also utilized Zendesk for iPhone and Zendesk for Twitter to enhance multi-channel support and monitoring. The integration of GoodData for Zendesk provided advanced business intelligence capabilities, allowing BigTent to analyze support activity trends and provide customer intelligence across the organization.

Impact #1	Zendesk’s intuitive interface allowed new support agents to get up and running quickly with minimal training.
Impact #2	The platform’s powerful search features and automated responses reduced the overall number of support tickets.
Impact #3	Zendesk enabled BigTent to personalize communications with customers, incorporating more personality while maintaining professionalism.

Impact #1

Zendesk’s intuitive interface allowed new support agents to get up and running quickly with minimal training.

Impact #2

The platform’s powerful search features and automated responses reduced the overall number of support tickets.

Impact #3

Zendesk enabled BigTent to personalize communications with customers, incorporating more personality while maintaining professionalism.

Benefit #1	Reduced overall support tickets by 5.5%.
Benefit #2	Decreased the number of tickets requiring agent interaction by 22%.
Benefit #3	Automated responses addressed 45% of all feature requests, email change requests, and unsubscribe tickets.

Benefit #1

Reduced overall support tickets by 5.5%.

Benefit #2

Decreased the number of tickets requiring agent interaction by 22%.

Benefit #3

Automated responses addressed 45% of all feature requests, email change requests, and unsubscribe tickets.

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Overview

BigTent Enhances Customer Support with Zendesk

Operational Impact

Quantitative Benefit