Dashlane seamlessly deployed Stonly guides in Zendesk alongside their regular articles and they continue to tackle the biggest articles, most complex issues and highest remaining ticket producers with new guides. They focused on top volume drivers, at first, like: trouble logging into the app, billing issues and software update difficulties.Īnne-Sophie empowered agents and a technical writer to collaborate to easily create step-by-step guides with Stonly that customers enjoy as they successfully resolve their own questions. They chose Stonly’s self-serve content platform to publish step-by-step guides right inside their Zendesk help center and transform the format of self-serve content from long articles to beautiful, on-point solutions. The solution Turn help articles for the highest ticket volume issues into multi-language, step by step guides and integrate them into Zendeskĭashlane is known as the leader in its space for user experience, so they insisted on a help experience that left users feeling like Dashlane support, just like the product, delivered a “memorable user experience”. Dashlane needed a way to dramatically and measurably improve efficiency resolving - not just deflecting - the issues that caused the biggest ticket-volume and they turned to Stonly to help. In the past, because of the variety of customer and platform possibilities, self-service required documentation that “looked like a 5 page manual!” and scared even more people into contacting support. Plus, when you’re having password problems, you expect help fast! It’s a tall order for a product that is available to such a diverse customer base and on so many different platforms. As it experiences tremendous customer growth, the challenge facing Anne-Sophie, the VP of Customer Support & Service, is maintaining its 5-star, nearly-24/7 service without exploding the support team at the same pace as user growth. The challenge Maintain 5-star service during exploding customer growth by creating efficienciesĭashlane is a global company with customers of its password manager application located all around the world and a support team in 3 different countries.
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