Zendesk

“Phone calls, email, forms, chat, messaging—with Zendesk, our agents now have a complete 360-degree view of every customer interaction. At a glance, they can see all the relevant information about a member’s policy on one screen. As a manager, I also use Zendesk Analytics every day to monitor ticket backlogs, SLA performance and individual productivity. It makes managing operations much easier.”

“These usability improvements have translated into excellent customer satisfaction results. We have achieved a CSAT score of 8.1 out of 10 and an NPS of +42—an increase of five points since deploying the solution.”

“With Zendesk, our advisors now have a complete 360-degree view of every customer interaction. At a glance, they can see all the relevant information about a member’s policy on one screen.”

““If an external system has an API, it means we can save time and integrate,” Surkis says. “Everything we do comes back to providing a better level of service and better transparency for our customers.””

““That simplifies what agents need to do, makes us more secure and automates a lot of touch points,” Mirtsios says.”

““We’ve built applications ourselves that have taken months—if not years—and required multiple developers to build, test and secure,” Surkis says. “App Builder allows us to innovate quickly, refine our ideas and keep changing rapidly.””

““The app gives team leaders and managers an at-a-glance view of where the team is and what agents are doing,” says Lucas Mirtsios, Technical Staging Lead at Star21. “It also alerts us when phone coverage is low and gives agents daily metrics on their tickets and calls.””

““We estimate it saves one to three minutes per ticket,” Surkis says. “The customers using the service are among our largest, so it’s a significant time saving. The turnaround is quick because everything is completed instantly.””

““Through a sidebar app in Zendesk, agents can now submit requests directly to BillView from the relevant ticket,” Surkis says. “Because the process is integrated into Zendesk, our team no longer has to create a new ticket or escalate the request to a separate expense-management team.””

““Zendesk is the lifeblood, the heartbeat of this organization. All the tickets—and all of our work—go through the platform.””

““We see Zendesk not just as software, but as a business partnership.””

““The Zendesk App Builder has allowed us to do that,” Surkis says. “It’s one of the key innovations that has allowed us to innovate rapidly and continue to change quickly around multiple platforms and processes within this business.””

““You have to always have the balance between working on the return on investment… and having a classy way that you’re balancing and opening the doors to someone who wants to talk to a human directly,” Laurent says, recalling a humorous customer prompt requesting “someone who breathes.””

““Everything that requires a human touch, in our case, it’s mostly mechanical knowledge—experts in the field,” Laurent emphasizes. “We’re building a group of experts that will attend to the difficult cases only, and all the rest will be handled automatically.””

““We’ve been doing this together for the last year,” Laurent explains. “A lot of software vendors tell you, ‘Oh yeah, you can do this in weeks,’ right? But you’ve been able to deliver quite a big impact to the business, understanding the complexity itself.””

““For us, AI means more automation than a sort of conversational LLM to talk and chat about the weather. Being able to provide quick and straightforward targeted responses is a great way to take care of those direct, simple, Tier-1 responses.””

““(AI) frees up a lot of resources. And it gives our human agents the time to handle more complex cases.””

“We always had support from the Zendesk team. They consider my KPIs as their KPIs. That makes it very easy to share my goals because they treat them as their own.”

“It's very easy to work with Zendesk. We can fetch the right information quickly and close tickets much faster.”

““You’re actually taking the time to understand what they’re trying to ask.””

““Being able to adjust the base template to the type of messaging that responds best to that customer has been really valuable,””

““Getting through to even five percent more people can have a huge impact,””

““We actually get to see the supporter’s full history while we’re solving the inquiry.””

““We’ve been really pleased that it hasn’t. Nothing’s fallen over. Everything was stable quickly.””

““We were expecting the longer handle times and higher call abandonment rate to increase,””