Case Studies Brightidea Enhances Customer Service with Zendesk Integration

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	Brightidea Enhances Customer Service with Zendesk Integration

Brightidea Enhances Customer Service with Zendesk Integration

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Professional Service Software
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services System Integration
Challenge	Brightidea needed a better shared space where support, sales, and engineering teams could easily organize, collaborate, and share information to deliver a great customer experience. The goal was to ensure that customer service extended beyond the support team and involved other internal teams, impacting business strategy and success. Read More
About Customer	Brightidea is a business software company based in San Francisco and New York, specializing in providing innovative solutions to enhance customer service and business strategy. Since its inception in 2010, Brightidea has focused on delivering exceptional customer experiences by integrating various internal teams, including support, sales, and engineering. The company leverages advanced tools and platforms to ensure seamless collaboration and information sharing across departments, ultimately aiming to provide the best customer service possible. Read More
Solution	Brightidea implemented Zendesk along with integrations to enhance collaboration and information sharing across teams. The sales and account management teams used the SugarCRM integration to gain visibility into customer ticket history, while the engineering team utilized the Zendesk for JIRA integration for seamless exchanges with the support team. The support team leveraged various Zendesk tools, such as macros, custom views, and custom fields, to respond quickly to customer inquiries and manage ticket backlogs efficiently. This comprehensive approach ensured that all teams had access to relevant customer information, enabling them to deliver exceptional customer service. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Professional Service

Software

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

System Integration

Challenge

Brightidea needed a better shared space where support, sales, and engineering teams could easily organize, collaborate, and share information to deliver a great customer experience. The goal was to ensure that customer service extended beyond the support team and involved other internal teams, impacting business strategy and success.

About Customer

Brightidea is a business software company based in San Francisco and New York, specializing in providing innovative solutions to enhance customer service and business strategy. Since its inception in 2010, Brightidea has focused on delivering exceptional customer experiences by integrating various internal teams, including support, sales, and engineering. The company leverages advanced tools and platforms to ensure seamless collaboration and information sharing across departments, ultimately aiming to provide the best customer service possible.

Solution

Brightidea implemented Zendesk along with integrations to enhance collaboration and information sharing across teams. The sales and account management teams used the SugarCRM integration to gain visibility into customer ticket history, while the engineering team utilized the Zendesk for JIRA integration for seamless exchanges with the support team. The support team leveraged various Zendesk tools, such as macros, custom views, and custom fields, to respond quickly to customer inquiries and manage ticket backlogs efficiently. This comprehensive approach ensured that all teams had access to relevant customer information, enabling them to deliver exceptional customer service.

Impact #1	Brightidea achieved a customer satisfaction rating of 96%, demonstrating the effectiveness of their integrated approach to customer service.
Impact #2	The average first response time was reduced to 10 minutes, highlighting the efficiency of the support team in addressing customer issues promptly.
Impact #3	The integration of Zendesk with other platforms provided greater visibility and exposure to customer data, allowing for continuous improvement in service delivery.

Impact #1

Brightidea achieved a customer satisfaction rating of 96%, demonstrating the effectiveness of their integrated approach to customer service.

Impact #2

The average first response time was reduced to 10 minutes, highlighting the efficiency of the support team in addressing customer issues promptly.

Impact #3

The integration of Zendesk with other platforms provided greater visibility and exposure to customer data, allowing for continuous improvement in service delivery.

Benefit #1	Customer satisfaction rating increased to 96%.
Benefit #2	Average first response time reduced to 10 minutes.

Benefit #1

Customer satisfaction rating increased to 96%.

Benefit #2

Average first response time reduced to 10 minutes.

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Overview

Brightidea Enhances Customer Service with Zendesk Integration

Operational Impact

Quantitative Benefit