“It seemed more powerful and robust than other online support solutions, and it had been rated very highly in reviews. “Right off the bat, Zendesk Support was intuitive to use,” Harrow said. After a quick evaluation, Harrow knew he had the right solution. Harrow then searched the web for online support software and found Zendesk Support. “They would have increased our efficiency, but at the cost of hampering the customer experience.” Discovering Zendesk Support “The enterprise-level solutions seemed complicated and difficult to set up,” Harrow recalled. We realized we simply couldn’t go on without a real ticketing solution.”Ĭonvinced that Groupon’s rapid growth would continue, Harrow researched several enterprise-level support solutions. It gradually became a job for several agents. “At first, I was spending 10 percent of my time responding to customer requests. “Within a few months of our founding, our customer base exploded,” Harrow said. The company initially managed customer requests by email before becoming overwhelmed. Groupon’s leaders foster this trust by making attentive customer service a priority. “Our customers need constant reassurance that we’re looking out for their best interests.” “Trust is the key to everything we do,” explained Joe Harrow, Director of Customer Service. Groupon’s founders set out to do something different: help customers have satisfying new experiences while saving money in the process. Thousands of websites offer consumers big discounts on everyday purchases. The company has thousands of employees spread across its Chicago and Palo Alto offices, and regional offices in Europe, Latin America, Asia, and Africa. Launched in November 2008, Groupon features a daily deal on the best stuff to do, see, eat and buy in more than 500 markets and 40 countries.
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