Zendesk replace + Voice with Amazon Connect for leading online printer.
What we did
Increased
Digital engagement over phone
Improved
Case deflection via public Knowledgebase
Enhanced
First Contact Resolution, SLAs, and Average Handle Time
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Company
The go-to design and marketing partner for small business owners across the world.
Industry
Manufacturing
Location
Waltham, Massachusetts
Visit
Vistaprint
"Thunder provided best practice recommendations for how to get Service Cloud setup just right for our global Customer Service organization. They helped us optimize analytics to provide the operational insights we need to drive SLA's, Agent performance, and CSAT improvements."
Brett Hovanec, Sales Operations Manager
The Challenge
Wanted to replace their legacy system, Zendesk, due to:
- Customer Service was disconnected from Sales team and customers
- Agents were working in multiple systems which impacted productivity, increased errors, and resulted in missed SLAs
- Poor case deflection due to disconnected Knowledgebase
- Lack of comprehensive reporting and operational insights
The Solution
- Replace ZenDesk with Service Cloud Digital Engagement: phone, email, web, and Chat
- Service Cloud Voice with Amazon Connect to support globally distributed team and international customer base
- Public Knowledgebase to drive case deflection
- Customized Chat integrated with KB for high end branded experience
- Analytics including a Personalized Agent Dashboard
Products Used
- Service Cloud
- Amazon Connect
- Salesforce Voice