Supernova Award Category
The Problem
With no formal help desk, agents were using a combination of email and Google Docs to manually review and track customer inquiries. The lack of standardized processes made it difficult for agents respond and resolve tickets efficiently and with consistent information. Trustpilot needed an automated help desk solution to ensure reviews on the site complied with local laws (in more than 60 different countries), assured the credibility of the reviewer, and formalized the process from start to finish
The Solution
The deployment of Zendesk as a help desk, with Zopim Live Chat, automated our processes and modernized our otherwise informal internal system. As a growing business, Trustpilot needed a scalable solution that could be translated into many different languages. We ultimately decided on Zendesk because it allowed us to deploy quickly, in just one month, required minimal training, and for its integration capabilities and ability to meet the compliance needs of our global customers.
The results
The implementation of Zendesk resulted in two direct benefits: increased productivity, and a reduced number of tickets. Trustpilot agents now have access to the information they need within the application to easily resolve requests quickly and consistently. They can also seamlessly switch between voice, live chat, and email tickets to reach customers via the most appropriate channel. Additionally, the Trustpilot Help Desk self-service options lead customers to relevant information independently, which has decreased the number of escalations and transfers.
Metrics
The Trustpilot Help Center self-service capabilities dropped the number of incoming customer calls by 42%, freeing up time for Trustpilot agents to serve customer needs in a more thorough and streamlined manner. Trustpilot also had a company-wide goal to increase customer satisfaction, and with both Zendesk Help Center and Zopim chat we were able to increase our customer satisfaction by 20% to a 97% average CSAT. Most notably, a study conducted by Nucleus Research calculated the annual ROI of this Zendesk implementation as 1272% with a payback period of 1-month and an average annual benefit of $428,855.
The Technology
Zendesk Help Center, Zendesk API, and Zopim chat
Disruptive Factor
The unique challenge that Trustpilot faced was maintaining our brand (and namesake) of trust as the company and review volumes grew quickly and dramatically. The global reach of our customers and reviews also posed a problem, as we needed to ensure that all reviews complied with local laws. Zendesk offered a cloud-based solution that could support multiple languages and that allowed Trustpilot to maintain its promise of reliability.
Shining Moment
In June, Trustpilot was selected from more than 200 nominations as a winner of the Nucleus Research 2016 ROI Awards. Trustpilot's selection was based on our support team’s implementation of Zendesk and the 1,272% ROI that Trustpilot realized with the project, as assessed by the Nucleus analyst team.