Client Case: Rozetka

How Rozetka's client support service works: Retail company #1 in Ukraine

About the client: Rozetka is the largest online retailer in Ukraine and the most famous Ukrainian marketplace founded in 2005.

Providing the best service for its customers is the main task of the Rozetka team. The customer support center plays a significant role in this.

Industry: Retail

Project start date: 12/10/2018.

Project end date: 05/20/2019

Challenge: Customers of any online retailer often contact customer support to clarify the details of their order. And Rozetka volumes of sales require high speeds to process them. The system must withstand peak loads during pre-holiday and sales seasons.

Rozetka’s main requests were:

• stable working system for the support service;
• implementation of the best modern solutions;
• high speed of information processing;
• the introduction of several important features that were difficult to add due to some privacy policies;
• the need to update the knowledge base of customers without attracting development resources

Thus, in 2018, the company’s management decided to try new tools to improve the company’s customer experience. Rozetka chose Zendesk.

Solution: Firstly, the Rozetka team decided to install a trial version of Zendesk to test the system for business requirements and resolve support issues.

Some of the main benefits of implementing Zendesk customer support for Rozetka are:

1. The ability to more quickly implement new changes and find the best options.
2. Simple and fast setup process.
3. A quick transition from the moment of activation of licenses to the launch of the service during five days.
4. Easy transfer of all business processes to the new system.

In addition, the launch of Zendesk HelpCenter has reduced the burden on support agents, as customers have the opportunity to find up-to-date information independently without contacting the support service. It enabled Rozetka to update the customer knowledge base without involving developers.

Results: And now about the results of Rozetka’s work with Zendesk for the first year in numbers:

1. Increased throughput of the support department by 1.5 times.
2. The first response speed increased by 65%.

These improvements have contributed to the comfortable work of the support department during peak periods without increasing the staff, and also increased the speed of working with customer requests, which undoubtedly had the most positive impact on the customer experience.

Cloudfresh Role: As Zendesk’s Premier Partner, working with Cloudfresh has made it much easier for Rozetka to process the legal aspects of signing a contract to use Zendesk solutions.

The Cloudfresh team provided consultations and training on using various Zendesk services, significantly helped Rozetka implement the tools, and provided further support.