Simply Contact Achieves Greater Customer Satisfaction with Dataflow Automation

Challenge

Simply Contact cares about its customers through transparent communication to build trust and discover their needs. It constantly innovates its technological base to meet client’s demands and improve agents' expertise with comprehensive training programs.

Customer support teams at Simply Contact are the backbone of the business. They handle thousands of requests daily, ensuring everything is done on time and of the highest quality.

Each company Simply Contact collaborates with usually had an established workflow for processing user requests in the past. Some of them relied on Salesforce, while others have implemented tailor-made proprietary systems for handling user requests.

The most challenging part is the combination of various services for calls, chats, and messaging applied by different teams or departments. Another problem usually arises while deriving analytics for customer satisfaction rate and agent efficiency. Since one of the fundamental values of Simply Contact is to measure everything that can turn into data, the need to standardize the technological base among different projects was urgent.

Solution

So, the choice of Zendesk as the central platform became obvious.

The reason for this decision was multifaceted. Zendesk offers a seamless integration of various communication channels, including calls, chats, and messaging, into a single, user-friendly interface. This integration significantly simplifies the workflow for agents, allowing them to provide faster and more efficient customer service. Additionally, Zendesk's robust analytics tools offer deep insights into customer satisfaction and agent performance, aligning perfectly with Simply Contact's value of leveraging data for continuous improvement. Its scalability and flexibility in accommodating the unique needs of different projects and its reputation for reliability and excellent customer support further cemented its position as the ideal choice for Simply Contact.

This helped to take the weight off agents’ shoulders and improve first response time dramatically. It also created a solid basis for self-service that many organizations already use. As a result, the customer satisfaction rate has increased by more than 3% over the recent year.

Another challenge the company was looking to solve was the integration of existing solutions used by their clients for support services. At this point, Simply Contact implemented Skyvia to bring Zendesk to Salesforce and other CRM systems.

Simple Contact also extensively used Skyvia to simplify data preparation and analysis. Skyvia uses the ETL approach to extract data from Zendesk, transform it, and load it into a repository, which serves as a basis for data analysis. This practically helps to carry out real-time analytics and make instant reports.

Result

In the dynamic world of customer support, Simply Contact must ensure efficiency and quality, particularly in industries characterized by fluctuating demand. A prime example is the travel and airline sector, where Simply Contact manages customer interactions. During peak seasons, the volume of customer inquiries can spike by up to 200%. Zendesk's platform has been instrumental in managing these abrupt increases in customer requests, ensuring that service quality remains consistently high even under pressure.

To better understand how the support quality progresses, Simply Contact relied on Skyvia for the integration of Zendesk with analytical tools. Skyvia has significantly enhanced data processing efficiency, so the company receives the most up-to-date information 20% faster. This has led to a 15% increase in productivity and 10% reduced costs for the data management team.

The speed of data processing and analysis also affects Simply Contact's customers. This has contributed to the improvement of the CSAT by more than 3% over the recent year.

The overall approach aims to reduce routine inquiry volumes and provide customers with faster, 24/7 access to information, thereby improving efficiency and customer satisfaction. These ongoing team development and training, are key to Simply Contact's commitment to maintaining high-quality customer support while adapting to evolving business needs.