Case Studies Groupon's Explosive Growth Necessitates Robust Ticketing Solution

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	Groupon's Explosive Growth Necessitates Robust Ticketing Solution

Groupon's Explosive Growth Necessitates Robust Ticketing Solution

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Visualization Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	E-Commerce Retail
Applicable Functions	Business Operation
Services	Software Design & Engineering Services System Integration
Challenge	Groupon experienced rapid growth shortly after its founding, leading to an overwhelming number of customer requests. Initially, customer service was managed via email, but this quickly became unsustainable. The company needed a scalable, efficient ticketing solution that would not compromise the customer experience. Read More
About Customer	Groupon, launched in November 2008, is a global e-commerce marketplace offering daily deals on various activities, products, and services. Operating in over 500 markets across 40 countries, Groupon has a significant presence with thousands of employees in offices located in Chicago, Palo Alto, and regional offices in Europe, Latin America, Asia, and Africa. The company is committed to providing quality products and services, maintaining honesty and directness with customers, and delivering exceptional customer service. Read More
Solution	Groupon's search for an enterprise-level support solution led them to Zendesk, a web-based support software. Zendesk was chosen for its intuitive interface, scalability, and robust features. The implementation of Zendesk allowed Groupon to handle a high volume of customer tickets efficiently. The use of macros for frequently asked questions enabled quick and personalized responses, enhancing customer satisfaction. Additionally, integrating Zendesk with Gooddata improved reporting capabilities, providing deeper insights beyond traditional spreadsheets. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Visualization

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

E-Commerce

Retail

Applicable Functions

Business Operation

Services

Software Design & Engineering Services

System Integration

Challenge

Groupon experienced rapid growth shortly after its founding, leading to an overwhelming number of customer requests. Initially, customer service was managed via email, but this quickly became unsustainable. The company needed a scalable, efficient ticketing solution that would not compromise the customer experience.

About Customer

Groupon, launched in November 2008, is a global e-commerce marketplace offering daily deals on various activities, products, and services. Operating in over 500 markets across 40 countries, Groupon has a significant presence with thousands of employees in offices located in Chicago, Palo Alto, and regional offices in Europe, Latin America, Asia, and Africa. The company is committed to providing quality products and services, maintaining honesty and directness with customers, and delivering exceptional customer service.

Solution

Groupon's search for an enterprise-level support solution led them to Zendesk, a web-based support software. Zendesk was chosen for its intuitive interface, scalability, and robust features. The implementation of Zendesk allowed Groupon to handle a high volume of customer tickets efficiently. The use of macros for frequently asked questions enabled quick and personalized responses, enhancing customer satisfaction. Additionally, integrating Zendesk with Gooddata improved reporting capabilities, providing deeper insights beyond traditional spreadsheets.

Impact #1	Groupon employs over 150 customer support agents who handle nearly 15,000 tickets daily.
Impact #2	Zendesk's macros facilitate one-touch resolution, a key aspect of Groupon's customer service strategy.
Impact #3	Agents are trained to personalize responses, making customers feel heard and valued.

Impact #1

Groupon employs over 150 customer support agents who handle nearly 15,000 tickets daily.

Impact #2

Zendesk's macros facilitate one-touch resolution, a key aspect of Groupon's customer service strategy.

Impact #3

Agents are trained to personalize responses, making customers feel heard and valued.

Benefit #1	Handles nearly 15,000 tickets per day.
Benefit #2	Employs more than 150 customer support agents.

Benefit #1

Handles nearly 15,000 tickets per day.

Benefit #2

Employs more than 150 customer support agents.

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Overview

Groupon's Explosive Growth Necessitates Robust Ticketing Solution

Operational Impact

Quantitative Benefit