Case Studies Compete, Inc. Enhances Customer Support and Sales Processes with Zendesk Integration

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	Compete, Inc. Enhances Customer Support and Sales Processes with Zendesk Integration

Compete, Inc. Enhances Customer Support and Sales Processes with Zendesk Integration

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Professional Service Software
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services System Integration
Challenge	Prior to implementing Zendesk help desk software in June 2009, Compete was using email to receive and respond to support requests. As the number of requests increased, it became increasingly challenging to respond to customers and pinpoint the high-priority tickets. This inefficiency led to delays in addressing customer issues and a lack of organization in managing support requests. The inside sales and client relations teams at Compete needed a more streamlined and efficient way to handle support requests and trial account activations. The manual process of inputting recurring information and managing multiple applications was time-consuming and prone to errors. Read More
About Customer	Compete Inc., headquartered in Boston, MA, is a competitive intelligence and market research company that helps the world’s top brands improve their marketing efforts based on the online behavior of millions of consumers. Leading advertisers, agencies, and publishers rely on Compete’s products and services to create engaging online experiences and highly profitable advertising campaigns. The company focuses on providing insights and data-driven strategies to enhance marketing effectiveness and customer engagement. With a strong emphasis on customer support and satisfaction, Compete aims to deliver high-quality service and maintain strong relationships with its clients. Read More
Solution	Compete implemented Zendesk help desk software to address the challenges of managing support requests and improving customer service. The integration of Salesforce for Zendesk allowed sales reps to create new Zendesk tickets directly from the Salesforce web application and apply predefined responses to trial requests. This automation eliminated the tedious process of inputting recurring information manually and freed agents from having to manage multiple applications. The use of macros enabled agents to respond to frequently asked questions with one-click, saving time and ensuring accurate responses. Tags and triggers were used to automate ticket workflows, assign the correct person to support requests, and keep track of common support topics. The iPhone and iPad mobile apps for Zendesk allowed Compete to respond to requests quickly, even when agents were away from their desks. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Professional Service

Software

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

System Integration

Challenge

Prior to implementing Zendesk help desk software in June 2009, Compete was using email to receive and respond to support requests. As the number of requests increased, it became increasingly challenging to respond to customers and pinpoint the high-priority tickets. This inefficiency led to delays in addressing customer issues and a lack of organization in managing support requests. The inside sales and client relations teams at Compete needed a more streamlined and efficient way to handle support requests and trial account activations. The manual process of inputting recurring information and managing multiple applications was time-consuming and prone to errors.

About Customer

Compete Inc., headquartered in Boston, MA, is a competitive intelligence and market research company that helps the world’s top brands improve their marketing efforts based on the online behavior of millions of consumers. Leading advertisers, agencies, and publishers rely on Compete’s products and services to create engaging online experiences and highly profitable advertising campaigns. The company focuses on providing insights and data-driven strategies to enhance marketing effectiveness and customer engagement. With a strong emphasis on customer support and satisfaction, Compete aims to deliver high-quality service and maintain strong relationships with its clients.

Solution

Compete implemented Zendesk help desk software to address the challenges of managing support requests and improving customer service. The integration of Salesforce for Zendesk allowed sales reps to create new Zendesk tickets directly from the Salesforce web application and apply predefined responses to trial requests. This automation eliminated the tedious process of inputting recurring information manually and freed agents from having to manage multiple applications. The use of macros enabled agents to respond to frequently asked questions with one-click, saving time and ensuring accurate responses. Tags and triggers were used to automate ticket workflows, assign the correct person to support requests, and keep track of common support topics. The iPhone and iPad mobile apps for Zendesk allowed Compete to respond to requests quickly, even when agents were away from their desks.

Impact #1	The integration of Zendesk and Salesforce streamlined the process of managing support requests and trial account activations, improving efficiency and reducing manual errors.
Impact #2	The use of macros and triggers automated many processes, allowing agents to respond to a large number of requests in a short period of time and ensuring that no requests fell through the cracks.
Impact #3	The mobile apps for Zendesk enabled agents to respond to support requests quickly, even when they were away from their desks, ensuring timely responses and maintaining high-quality support.

Impact #1

The integration of Zendesk and Salesforce streamlined the process of managing support requests and trial account activations, improving efficiency and reducing manual errors.

Impact #2

The use of macros and triggers automated many processes, allowing agents to respond to a large number of requests in a short period of time and ensuring that no requests fell through the cracks.

Impact #3

The mobile apps for Zendesk enabled agents to respond to support requests quickly, even when they were away from their desks, ensuring timely responses and maintaining high-quality support.

Benefit #1	Implemented Zendesk help desk software in June 2009.
Benefit #2	Reduced the need to add more agents to the team by automating processes.
Benefit #3	Enabled agents to respond to frequently asked questions with one-click using macros.

Benefit #1

Implemented Zendesk help desk software in June 2009.

Benefit #2

Reduced the need to add more agents to the team by automating processes.

Benefit #3

Enabled agents to respond to frequently asked questions with one-click using macros.

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Overview

Compete, Inc. Enhances Customer Support and Sales Processes with Zendesk Integration

Operational Impact

Quantitative Benefit