Case Studies
Support Solutions: Growing a Customer Base with a Lean Support Staff
Overview
Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems | |
Professional Service Software | |
Business Operation | |
Remote Collaboration Remote Control | |
Software Design & Engineering Services System Integration | |
Operational Impact
Support Solutions’ four agents now handle 70 percent of support tickets via Zendesk’s web-based help desk software and close 95 percent within one business day. | |
Zendesk’s standard responses, or macros, enable the support team to create and apply automated replies to commonly asked customer support questions, enhancing efficiency. | |
The implementation of Zendesk’s LogMeIn Rescue integration allows agents to engage in remote support sessions, significantly diminishing ticket resolution time. | |
Quantitative Benefit
70% of support tickets are now handled via Zendesk’s web-based help desk software. | |
95% of support tickets are closed within one business day. | |
The customer base has doubled over the past two years without the need to hire additional support agents. | |