Client Case: ICanHelp.Host

How Zendesk services help ICanHelp.Host support Ukrainians

About the client: ICanHelp.Host is a non-profit organization that helps people fleeing the war in Ukraine to find temporary free housing in Europe. The organization’s team is 100% volunteers located in different countries.

Project Start Date: March 15, 2022.

Project End Date: Cooperation continues.

Challenge: Initially, ICanHelp.Host did not have a user support system. The Zendesk platform was chosen to provide a foundation for delivering more effective services and information to communities that need the organization’s help. Zendesk provides a complete customer service solution that tracks user requests with a robust ticketing system and omnichannel support that streamlines customer interactions and team workflows.

Some of the priority requests from ICanHelp.Host were:

• Increasing the speed of processing information and resolving user requests through a help desk with a reliable ticket-tracking system.
• More accurate analytics of customer needs based on their requests.
• Creating a knowledge base for customers to make it possible to independently find all the information they need.

Solution: With the transition to Zendesk Ticketing System (formerly Zendesk Support), a multi-channel, customizable and scalable user experience software solution, ICanHelp.Host can improve communication within teams and with end users.

Now, the organization’s team has a complete view of each user, easily prioritizes, and provides appropriate support faster and more efficiently. First of all, Zendesk is an opportunity to respond to user requests as soon as possible and organize the work of volunteers.

With Zendesk Help Center (formerly Zendesk Guide), an intelligent self-service system, ICanHelp.Host has created a knowledge base that empowers users and helps them find answers to their questions independently without additional calls and messaging.

Results: With the help of Zendesk services, ICanHelp.Host has achieved many of the organization’s goals related to building the best user experience:

1. Efficient support and fast processing of requests. The team responds to all users within 24-48 hours while processing 100% of incoming tickets.
2. Analytics and reporting in real-time. The organization can track user requests, understand their interests, and act based on customer needs.
3. Reduced decision-making time and lower costs. An integrated Help Center and Community Forum have been created so that customers can find helpful information and solve problems at their own pace, reducing the turnaround time for agents.

To date, ICanHelp.Host has been able to help several thousand people. The most important thing for the team is to help people find a way out of the current difficult circumstances and provide suitable housing options according to their needs. Thanks to Zendesk tools, the organization’s mission accomplishment has become more structured, faster, and more productive.

Cloudfresh Role: The Cloudfresh team consulted ICanHelp.Host on working with Zendesk services and helped to figure out how the organization can use these tools to achieve its goals. Cloudfresh also provided technical support for implementing services and trained the ICanHelp.Host team on using Zendesk services.

Cloudfresh and ICanHelp.Host continue to cooperate. The company provides support and regularly responds to requests from the organization’s team when they arise.