Case Studies Moonfruit: ReMoving The baRRieRS To webSiTe cReaTion

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	Moonfruit: ReMoving The baRRieRS To webSiTe cReaTion

Moonfruit: ReMoving The baRRieRS To webSiTe cReaTion

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	E-Commerce Software
Applicable Functions	Business Operation
Services	Software Design & Engineering Services System Integration
Challenge	Moonfruit, a leading hosted website builder in the UK, recently underwent a corporate rebranding and website overhaul. During this process, the company identified inefficiencies in its customer support system. The existing open-source ticketing system lacked integration with social media streams, support forums, and FAQ tools, resulting in extra clicks and a less seamless experience for customers. Moonfruit needed a solution that could consolidate its support functionalities and align with its new brand identity. Read More
About Customer	Moonfruit is the United Kingdom’s leading hosted website builder, enabling users to create business or personal websites without needing coding skills. Founded by Wendy Tan White, the company has a rapidly growing user base worldwide, with one-third of its users located in the United States. Moonfruit's design software has been used to build over 3 million websites. The company's core customers range from sole proprietorships to e-commerce companies, all of whom value good design and powerful features that are easy to use. Read More
Solution	Moonfruit chose Zendesk as its new customer support system because it met all the company's requirements. Zendesk provided a unified platform for knowledge base, Q&A forums, and ticketing functionality. The ability to use cascading Style Sheets (CSS) to support Moonfruit's branding was a significant advantage. Moonfruit engaged a boutique web design studio to customize its support pages and Zendesk site to match its new website's vivid design. Additionally, Moonfruit implemented single sign-on, allowing customers to access support features through Zendesk without separate logins. This integration reinforced the company's emphasis on community building among its users. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

E-Commerce

Software

Applicable Functions

Business Operation

Services

Software Design & Engineering Services

System Integration

Challenge

Moonfruit, a leading hosted website builder in the UK, recently underwent a corporate rebranding and website overhaul. During this process, the company identified inefficiencies in its customer support system. The existing open-source ticketing system lacked integration with social media streams, support forums, and FAQ tools, resulting in extra clicks and a less seamless experience for customers. Moonfruit needed a solution that could consolidate its support functionalities and align with its new brand identity.

About Customer

Moonfruit is the United Kingdom’s leading hosted website builder, enabling users to create business or personal websites without needing coding skills. Founded by Wendy Tan White, the company has a rapidly growing user base worldwide, with one-third of its users located in the United States. Moonfruit's design software has been used to build over 3 million websites. The company's core customers range from sole proprietorships to e-commerce companies, all of whom value good design and powerful features that are easy to use.

Solution

Moonfruit chose Zendesk as its new customer support system because it met all the company's requirements. Zendesk provided a unified platform for knowledge base, Q&A forums, and ticketing functionality. The ability to use cascading Style Sheets (CSS) to support Moonfruit's branding was a significant advantage. Moonfruit engaged a boutique web design studio to customize its support pages and Zendesk site to match its new website's vivid design. Additionally, Moonfruit implemented single sign-on, allowing customers to access support features through Zendesk without separate logins. This integration reinforced the company's emphasis on community building among its users.

Impact #1	Moonfruit's customers can now easily search across all article, question, and idea forums, often finding their own answers.
Impact #2	The integration of Zendesk's Twitter functionality allows Moonfruit to turn tweets from its 19,000 followers into support tickets.
Impact #3	Resellers and power users can post articles and build the knowledge base, helping other customers find answers and reducing the workload on support agents.

Impact #1

Moonfruit's customers can now easily search across all article, question, and idea forums, often finding their own answers.

Impact #2

The integration of Zendesk's Twitter functionality allows Moonfruit to turn tweets from its 19,000 followers into support tickets.

Impact #3

Resellers and power users can post articles and build the knowledge base, helping other customers find answers and reducing the workload on support agents.

Benefit #1	Moonfruit has 300,000 users around the world.
Benefit #2	Customers have built more than 3 million websites using Moonfruit's design software.
Benefit #3	Moonfruit has 19,000 followers on Twitter.

Benefit #1

Moonfruit has 300,000 users around the world.

Benefit #2

Customers have built more than 3 million websites using Moonfruit's design software.

Benefit #3

Moonfruit has 19,000 followers on Twitter.

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Overview

Moonfruit: ReMoving The baRRieRS To webSiTe cReaTion

Operational Impact

Quantitative Benefit