-Narrator: Let's talk about relationships. Shaadi.com is a business focused on building relationships this kind: -Kavita: Hi, I'm Kavita and I met my life partner on Shaadi.com -Narrator: Zendesk is a business also focused on building relationships but this kind: customer relationships, which sometimes can be as complicated as the other kind. Zendesk helps companies like Shaadi.com help their customers like Kavita Neera, they're one of the five million couples worldwide who found each other through the site. At that scale it's hard to give your customers a smooth experience when they need help and even harder to treat them with empathy. Shadi support for instance gets 3,000 customer inquiries a day. -Nilesh Borgharkar: If it's a big day then it goes up to 5,000. -Narrator: Okay, five thousands on multiple channels. -Nilesh Borgharkar: Our chat channel is the busiest channel we have. We do have inbound calls as well as email channel as well, but chat is the busiest one. -Narrator It's tough with so many conversations happening in so many places how do you give each customer the attention they need and deserve. -Nilesh Borgharkar: Because the problems like, you know, you have information available at different places not at one place when you are talking to the customer. -Narrator: And I don't want to be dramatic here but if customers start falling through the cracks then these people may don't meet and that would be sad. -Nilesh Borgharkar:That is what we did not want. -Narrator: So Shaadi.com uses Zendesk to manage all of their customer interactions. Zendesk is a complete omni-channel solution that helps businesses all over the world engage with their customers in the best and most efficient ways. -Gourav Rakshit: That it is a best-in-class service and and we have the humility to be able to say we're never able to build that ourselves and we don't want to deny our customers this best-in-class experience. -Narrator: However customers reach out to you email, phone, Facebook messenger, chats semaphore, Zendesk integrates it all! okay maybe not the semaphore bed to get carried away there but you get the idea. -Nilesh Borgharkar: Zendesk was able to give us a 360-degree solution for our customer interactions. -Roshil Joshi: Our agents can be logged on to one portal and they are able to see the customer information with history right from the beginning. -Narrator: Which makes agents more productive... -Nilesh Borgharkar: response time has reduced, wait time has reduced almost by 40% the more. -Narrator: But more importantly, it helps agents see and interact with each customer like a human being looking for love. -Nilesh Borgharkar: We are able to reach out to every single person because of Zendesk so that way Zendesk is not just a ticketing system it is more than a ticketing system. -Narrator: No matter what kind of business you run Zendesk is omni-channel solution can help you transform your customer service operations. -Gourav Rakshit: It's obviously it helped to make our teams more productive but that it's actually helped us more humane in the and empathetic in terms of how we serve our customers that's really what we play for and I think is a big part of the agile.
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