"For now, we have been using Zendesk for a long time and continue improving our customer service to better satisfy our clients' needs. Thanks to Cloudfresh's expertise, help, and support in implementation, we got a complete overview of KPIs from agents to a global corporate view. Innovation is a priority not only for clients but also for employees. And collaborating with Cloudfresh, we continue to innovate with Zendesk daily."
Nicole Okonkwo GattusoSales Director at Blue Style
How Zendesk has boosted the customer service of Blue Style, one of the biggest travel agencies in the Czech market
About the client:Blue Style agency is the largest independent entity in the Czech market. The company has been in the tourism market for more than 25 years and effectively organizes journeys for more than 300,000 clients per year. Blue Style has 62 branches and over 800 commission partners throughout the Czech Republic.
Personal approach and high product quality are at the core of the company’s work. So, investing in technology to improve the client experience is a priority for the tour operator.
Сhallenge: It all started with the Covid pandemic, which caused the necessity to adjust to the “new normal.” The customer service was one of those who suffered a lot. Due to the crisis, clients’ frustrations have dramatically increased. At the same time, the customer departments should have been enabled with solid methods to deliver customer service and techniques to collaborate effectively and transfer their knowledge to each other remotely.
Most of the client service representatives were cut off from the decent infrastructure working from home and dealing with the unexpected increase in calls due to travel cancellations. To optimize the efficient infrastructure for all employees and prevent missing data, Blue Style has been seeking seamless solutions for their customer service in the new reality. Hence, the company’s priority requirements for the new system were:
Speed of operations
Innovation and improvement: an all-in-one system
Solutions: While Blue Style has been seeking the right solutions to the company’s needs, they met Cloudfresh, certified Zendesk partner in the Czech Republic. And then, their journey with Zendesk, an award-winning customer service, started.
With Zendesk Support, Blue Style got a cutting-edge solution enabling customer managers to work from anywhere and collaborate on tickets with internal and external teams within the Zendesk Agent Workspace. This feature also helps the agents to easily track, prioritize and respond to customers within one space. So all interactions go through one convenient place.
One of the game changers for the company was the Zendesk ticketing system, which made it possible to connect all customers’ conversations in one centralized hub. It gives managers a complete view of each interaction with the customer, responses, and history. So, all the valuable data is preserved in one place and becomes easy to be supervised.
As we already mentioned, a unified Agent Workspace enabled agents to track the conversations and update ticket forms and fields across channels, drastically influencing the speed of customers’ operations. However, the Blue Style operations have become not only faster but also more quality.
With the Zendesk collaboration tools, the agent now has the opportunity to work together on resolving the ticket and communicate straight away with the right person. For example, with the Side Conversations feature, the agent can send a message to a person outside the organization or add attachments directly to the ticket.
The team is also actively using the Light Access feature that helps to add other employees to monitor your conversations with clients, while all their remarques will be put in the internal notes. All these tools allow the team to more effectively collaborate with their colleagues while resolving the ticket, share expertise, and provide the utmost care for the clients all-in-one place.
With the highly customizable pre-built integrations with other applications, the speed of responses has also increased. The client support manager can now add messaging to one of the most popular channels, and answer customers faster through the most appropriate apps.
Results: With the transition to the Zendesk Support platform, the Blue Style agency got:
Proficient ticketing system with advanced collaboration features.
Simplicity for the agents and customers to keep in sync while resolving the issues
Easy adaptability for the customer service agent to the new system while also having all the necessary functions in one place
Increased speed and efficiency of resolving the tickets, high monitoring features, and efficient control through all the conversations.
Let’s see some actual numbers to truly discover how Zendesk has covered the company requests and opened the possibility to improve and innovate their customer service in such hard times for the client support service area.
For the Zendesk ticketing system in Blue Style:
Total created tickets in the 2nd Quarter 2023 is 324 207
Unsolved tickets – 12, solved – 324 216
One-touch tickets 96.9%
Reopened tickets – 5.8%
The most significant peak (by the hour) is 9-11 and 15-17
Most prominent peak (by weekday) – Tuesday
As evident from the data, there has been a continuous increase in the number of tickets from 2021 to 2023. This trend underscores the effectiveness and seamless customer support achieved with the assistance of Zendesk solutions over the years.
"For now, we have been using Zendesk for a long time and continue improving our customer service to better satisfy our clients' needs. Thanks to Cloudfresh's expertise, help, and support in implementation, we got a complete overview of KPIs from agents to a global corporate view. Innovation is a priority not only for clients but also for employees. And collaborating with Cloudfresh, we continue to innovate with Zendesk daily." Nicole Okonkwo Gattuso, Sales Director at Blue Style
Сloudfresh Role: Cloudfresh team helped to implement the Zendesk solution to the Blue Style workflows and effectively started the journey towards better customer service. Being Zendesk Premier and Implementation Partner, the Cloudfresh certified team shared the best practices of Zendesk implementation directly from the source.
They helped Blue Style to resolve the issues of the lack of in-house IT capacities, completed an audit of settings and workflows setup, and helped Blue Style to connect Zendesk to various internal systems. So, the Cloudfresh tech specialists become the Blue Style IT support for Zendesk in a long-time perspective and collaborate very closely with Blue Style with the utmost care for now.
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