Case Studies Scheduling Greater Customer Satisfaction

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	Scheduling Greater Customer Satisfaction

Scheduling Greater Customer Satisfaction

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation
Services	Software Design & Engineering Services System Integration
Challenge	This growth has not come without its growing pains. More users means more questions, more lost passwords, more feature requests, more software bugs. There have even been moments where the whole network has gone down due to the traffic spikes – when this happened, Lafountain says, his support team received 30 emails a minute. Like many companies, we started out responding to support requests by email. But given the speed with which customers began coming on board, we knew this wasn’t a viable long-term approach. As a small startup, we couldn’t afford to simply throw more staff at the problem, but it was critical that we be able to provide fast and personal support to our growing user base. Read More
About Customer	Based in Montreal, Canada, Tungle.me was founded in 2006 to simplify the process of scheduling meetings. The company’s flagship offering, Tungle.me, amplifies users’ existing calendar systems, giving users the power and agility to make meetings happen with anyone, anytime. Tungle.me synchronizes calendar information with Outlook, Google Calendar, Apple iCal, Entourage for Mac, and Lotus Notes, and supports scheduling meetings on the go via iPhone and BlackBerry. Tungle.me is headquartered in Montreal. Read More
Solution	Zendesk provided the help desk software that Tungle.me needed. Knudsen can now more easily receive, track, and complete support tickets, even routing them to colleagues in other departments when necessary. Seeking to offer even more attentive customer service without increasing headcount, Knudsen explored ways to offer many-to-many support. From the day we launched our product, it was difficult to keep our FAQs updated on our website. User issues and questions are constantly coming in—and our code is always changing. We needed a way to help our customers help themselves. Knudsen addressed these needs by turning to Get Satisfaction—a hosted service that provides an easy, lightweight way to build online customer communities for cost-effective support. Tungle.me’s Get Satisfaction community quickly attracted customer participation in support issues, enabling customers to post answers to each other’s questions and technical issues. Best of all, Get Satisfaction integrates with Zendesk, enabling Tungle to convert complex or private issues into Zendesk tickets with one click. From there, Knudsen can work directly with the customer to solve the issue, freely exchanging information in a secure location. 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

Business Operation

Services

Software Design & Engineering Services

System Integration

Challenge

This growth has not come without its growing pains. More users means more questions, more lost passwords, more feature requests, more software bugs. There have even been moments where the whole network has gone down due to the traffic spikes – when this happened, Lafountain says, his support team received 30 emails a minute. Like many companies, we started out responding to support requests by email. But given the speed with which customers began coming on board, we knew this wasn’t a viable long-term approach. As a small startup, we couldn’t afford to simply throw more staff at the problem, but it was critical that we be able to provide fast and personal support to our growing user base.

About Customer

Based in Montreal, Canada, Tungle.me was founded in 2006 to simplify the process of scheduling meetings. The company’s flagship offering, Tungle.me, amplifies users’ existing calendar systems, giving users the power and agility to make meetings happen with anyone, anytime. Tungle.me synchronizes calendar information with Outlook, Google Calendar, Apple iCal, Entourage for Mac, and Lotus Notes, and supports scheduling meetings on the go via iPhone and BlackBerry. Tungle.me is headquartered in Montreal.

Solution

Zendesk provided the help desk software that Tungle.me needed. Knudsen can now more easily receive, track, and complete support tickets, even routing them to colleagues in other departments when necessary. Seeking to offer even more attentive customer service without increasing headcount, Knudsen explored ways to offer many-to-many support. From the day we launched our product, it was difficult to keep our FAQs updated on our website. User issues and questions are constantly coming in—and our code is always changing. We needed a way to help our customers help themselves. Knudsen addressed these needs by turning to Get Satisfaction—a hosted service that provides an easy, lightweight way to build online customer communities for cost-effective support. Tungle.me’s Get Satisfaction community quickly attracted customer participation in support issues, enabling customers to post answers to each other’s questions and technical issues. Best of all, Get Satisfaction integrates with Zendesk, enabling Tungle to convert complex or private issues into Zendesk tickets with one click. From there, Knudsen can work directly with the customer to solve the issue, freely exchanging information in a secure location.

Impact #1	Zendesk and Get Satisfaction are helping Tungle.me to improve the quality of the user experience and deliver more immediate support.
Impact #2	The integration between Get Satisfaction and Zendesk works in both directions—the answers that agents provide in Zendesk can be posted on Get Satisfaction for general use.
Impact #3	No matter how customers get their issues resolved, they have a unified customer support solution.

Impact #1

Zendesk and Get Satisfaction are helping Tungle.me to improve the quality of the user experience and deliver more immediate support.

Impact #2

The integration between Get Satisfaction and Zendesk works in both directions—the answers that agents provide in Zendesk can be posted on Get Satisfaction for general use.

Impact #3

No matter how customers get their issues resolved, they have a unified customer support solution.

Benefit #1	About two-thirds of Tungle’s support issues are now resolved on Get Satisfaction.

Benefit #1

About two-thirds of Tungle’s support issues are now resolved on Get Satisfaction.

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Overview

Scheduling Greater Customer Satisfaction

Operational Impact

Quantitative Benefit