Case Studies Scribd's Seamless Transition to Zendesk for Enhanced Customer Support

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	Scribd's Seamless Transition to Zendesk for Enhanced Customer Support

Scribd's Seamless Transition to Zendesk for Enhanced Customer Support

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Professional Service Software
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Scribd's community support department was overwhelmed due to rapid growth and the limitations of their email-based support system. They faced issues with lost threads, lack of ticket tracking, and the inability to associate tickets with each other. The need for a more efficient and scalable support solution became critical as the company continued to expand its user base. Read More
About Customer	Scribd, headquartered in San Francisco, CA, is the world's largest social publishing and reading site. The platform allows users to share and discover a wide range of written content, from informative articles to entertaining stories, on both web and mobile devices. Scribd's mission is to liberate the written word and connect people and organizations with valuable information and ideas. The company serves a diverse audience, including teachers, students, aspiring authors, and major publishing companies, making it a significant player in the digital content space. Read More
Solution	Scribd chose Zendesk as their support solution based on recommendations from industry peers, including a detailed endorsement from Twitter's support manager. The implementation of Zendesk was completed within a day and a half, and the system was customized to match the look and feel of the Scribd website. Zendesk's automations and macros significantly improved the efficiency of Scribd's support operations. Incoming tickets are automatically reviewed and routed to the appropriate technician, ensuring timely and accurate responses. The hosted nature of Zendesk allows Scribd's support staff to access tickets from anywhere, enhancing their ability to provide prompt and effective service. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Professional Service

Software

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Scribd's community support department was overwhelmed due to rapid growth and the limitations of their email-based support system. They faced issues with lost threads, lack of ticket tracking, and the inability to associate tickets with each other. The need for a more efficient and scalable support solution became critical as the company continued to expand its user base.

About Customer

Scribd, headquartered in San Francisco, CA, is the world's largest social publishing and reading site. The platform allows users to share and discover a wide range of written content, from informative articles to entertaining stories, on both web and mobile devices. Scribd's mission is to liberate the written word and connect people and organizations with valuable information and ideas. The company serves a diverse audience, including teachers, students, aspiring authors, and major publishing companies, making it a significant player in the digital content space.

Solution

Scribd chose Zendesk as their support solution based on recommendations from industry peers, including a detailed endorsement from Twitter's support manager. The implementation of Zendesk was completed within a day and a half, and the system was customized to match the look and feel of the Scribd website. Zendesk's automations and macros significantly improved the efficiency of Scribd's support operations. Incoming tickets are automatically reviewed and routed to the appropriate technician, ensuring timely and accurate responses. The hosted nature of Zendesk allows Scribd's support staff to access tickets from anywhere, enhancing their ability to provide prompt and effective service.

Impact #1	Zendesk's automatic routing of tickets has eliminated countless hours of manual work, ensuring that each ticket is handled by the most qualified technician.
Impact #2	The use of over 100 Zendesk macros has streamlined the process of responding to common queries and adding tags to classify tickets.
Impact #3	The hosted solution allows Scribd's support staff to access tickets from any location, including remotely and on mobile devices, ensuring timely and attentive service.

Impact #1

Zendesk's automatic routing of tickets has eliminated countless hours of manual work, ensuring that each ticket is handled by the most qualified technician.

Impact #2

The use of over 100 Zendesk macros has streamlined the process of responding to common queries and adding tags to classify tickets.

Impact #3

The hosted solution allows Scribd's support staff to access tickets from any location, including remotely and on mobile devices, ensuring timely and attentive service.

Benefit #1	Scribd resolves about 95% of its support tickets within one day.
Benefit #2	Scribd handles up to 600 support tickets per day through Zendesk.

Benefit #1

Scribd resolves about 95% of its support tickets within one day.

Benefit #2

Scribd handles up to 600 support tickets per day through Zendesk.

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Overview

Scribd's Seamless Transition to Zendesk for Enhanced Customer Support

Operational Impact

Quantitative Benefit