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The Cubeworks helpdesk service has always had very high client satisfaction levels. I used to work on a helpdesk for a software company about 10 years ago so I know how crucial it is to provide great support. Clients only tend to get in touch when they really need support – it’s not often they phone up the support team for a chat (though they’re most welcome to). I take great satisfaction that we’re good at providing support and it’s important to me that we can maintain this level of service as the company grows.

Increasing demands

In the past two years, the number of support tickets we handle has increased by over 200% due to the number of new projects we’ve taken on. Our development team – who deliver our helpdesk service – has  also increased from four people to eight. Unfortunately, under the increased load, our systems and processes have occasionally creaked at the seams. So it was time to think at how we could improve things.

Enter Zendesk.

Zendesk to the rescue

Zendesk is a web-based helpdesk service that receives incoming emails and automatically creates support tickets. That’s just the beginning though. The real advantage is that we can set all sorts of SLA targets and escalation routes behind the scenes to make sure that tickets are resolved promptly and the fiddly ones are escalated as soon as possible. Within a matter of weeks, it’s already noticeable how our service has stepped up a gear. Issues are being resolved even quicker, tricky issues are being escalated and clients are providing feedback more quickly.

Zen(desk)-like calm

I love Zendesk. A lot.

It has improved our customer service better, it has reduced the time we spend on support and, as a result, it gives me a lovely calm feeling. Just in case we’re not all calm enough though, we can always tune it to Zendesk’s very own Budda Machine Wall. And relax…