Support Management - Ticket automation and Design

 A client company found itself overwhelmed by the volume of support requests and the complexity of managing them. It found that numerous requests were time-consuming and the mostly manual system they used was prone to errors, causing valuable customer queries to be ignored and not be fixed by their developers.

Recognizing the need for a more efficient solution, they engaged us. The company sought our help to build an affordable support management system based on Zendesk.

Aleksander and his team at Implementai.pro embarked on a journey with the company, beginning with a comprehensive analysis of their support operations. They identified the bottlenecks and areas where a Zendesk-based system could bring about a significant improvement.

Implementai.pro designed a fully fleshed out system from scratch, automating a vast majority of the tasks. The system was equipped with advanced features like automated ticket tracking, follow-up reminders, and detailed analytics. It was designed to ensure that no customer query, no matter how small, would be closed unattended.

The strategic roadmap for the implementation of the system was crafted by Implementai.pro. It was a step-by-step guide that ensured a smooth and successful transition from the old system to the new one. The roadmap also included a contingency plan to tackle any potential obstacles that might arise in the future.

In addition to the implementation, Implementai.pro also took on the responsibility of preparing a first and second line of help. This ensured that the company had a robust support structure in place to handle any customer queries or issues.

The implementation phase was a resounding success. The company witnessed a significant boost in their support operations, thanks to the automated features of the Zendesk-based system. The chaos of information management was replaced by a well-structured, efficient system where every piece of information was accounted for.

The company was thrilled with the results. Automation caused the employees to be free of many of the associated chores. The company was now able to focus more on their core business activities, knowing that their customer support was well-managed.