![]() “The Zendesk Professional Services team guided us by the hand so that we knew what key things we had to be doing. “I would use the word ‘efficiency’ to describe Zendesk,” Gadea said. Meanwhile, the company has also integrated more than 50 Facebook pages into Zendesk Support, creating tickets from messages sent via Facebook Messenger to ensure that all customer concerns are captured and accounted for in the support process. Agents support customers in English, Spanish, Portuguese, and Turkish and plan to add Korean, Chinese, and Russian-language support in the coming months. Implementation accounted for multilingual support from the get-go. To help achieve this, Stanley Black and Decker engaged the Zendesk Professional Services team. Within three weeks of signing off on a suite of Zendesk products that include Support, Guide, Chat, and Talk, the globally distributed Stanley Black and Decker support teams were up and running on all channels after only a single day of training. Speed of implementation was important since, collectively, the teams handle an average of 10,000 tickets each month. “We wanted a solution that integrated all channels and that gave us the flexibility to implement in the way that we needed.” “We needed something flexible and easy to implement, which I remembered from my previous experience with Zendesk,” he said. Gadea had used Zendesk at a previous company and knew the newly formed support teams needed an omnichannel support solution that would offer live chat, phone, email ticketing, and a knowledge base to deflect common questions. Our contact centers were not designed around multichannel response, so we didn’t really have a way to answer questions coming in through different channels.” ![]() Gadea commented, “We had call centers in Turkey, Argentina, Peru, and Brazil, but they weren’t integrated into a unified ecosystem we wanted to centralize data so that we can help drive improvements in the business. Once recognized as a pressing need for the company, the After Sales and Innovation team began working to solve this challenge, said Orlando Gadea Ros, Business Innovation Director at Stanley Black and Decker. Stanley Black and Decker President Jaime Ramirez had a clear vision on how to evolve as a company to be closer to its end users: by improving the experience after product purchase. Realizing that customer expectations have evolved over the years, Stanley Black and Decker began looking for a tool it didn’t make: customer service software. With deep roots in American manufacturing, along with a growing global footprint, the company sets the standard for tools and storage solutions and continues to drive innovation, disrupting the very market it helped to build with groundbreaking technology and a customer service overhaul. The company sells 50 tools per second, making it highly likely that anyone undertaking a home improvement project will do so wielding a Stanley Black and Decker-made power tool. For well over a century, Stanley Black and Decker has helped people and businesses get things done. ![]()
0 Comments
Leave a Reply. |