Case Studies

The successful Zendesk implementation by Smoothen transformed Alternet and Raw Story's customer support operations, enhancing the overall support experience for their users. With a focus on best practices, automation, and brand-specific solutions, Smoothen empowered the brands to provide exceptional support services. Alternet and Raw Story's commitment to their users, combined with Smoothen's expertise and the power of Zendesk, set a benchmark for customer support excellence in the competitive American news industry.

Keeper Tax is a tax software platform specializing in tracking tax deductibles for individuals and businesses. Their innovative solution simplifies the complex task of expense tracking, helping users maximize tax savings. With a growing customer base, Keeper Tax recognized the need to optimize their Zendesk customer support system to provide a seamless experience.

SportingSmiles is a trailblazing company that revolutionized the dental and orthodontic industry by making custom dental products accessible and affordable directly to consumers. Historically, such products were only available through dentists and orthodontists, creating a costly "middleman" situation. SportingSmiles aimed to provide high-quality, custom orthodontic products at competitive prices by streamlining the process, eliminating intermediaries, and maintaining dental lab-quality standards.

The development of a chat bot significantly reduced the need for customers to be transferred to live agents, alleviating the support team's workload. The comprehensive help center, redesigned email template, custom management and agent dashboards, advanced KPI implementation, and tutorial videos collectively contributed to an elevated customer experience.

Through our partnership with Quil, Smoothen successfully enhanced multiple aspects of Quil's customer support ecosystem. Our rebranded Zendesk email template, well-defined support policies, automation through macros, customized reporting, user educational campaigns, disputes strategy development, and expanded help center articles collectively contributed to an improved user experience and operational efficiency.

Through Smoothen's expert guidance, Kin Living successfully transitioned from Salesforce to Zendesk and significantly improved their tenant support infrastructure. The 17 help centers and community forums not only elevated the tenant experience but also empowered the support team to efficiently manage and update resources. With a focus on aesthetics, usability, and knowledge transfer, Smoothen's efforts set a benchmark for delivering exceptional customer support in the property management industry. Kin Living's commitment to providing top-tier support contributed to their reputation as a leader in high-end condo property management.

Through a collaborative effort, our team at Smoothen successfully implemented Zendesk for On Target Romance (OTR), providing them with a streamlined and efficient customer support system. By defining their support tone, developing a knowledge base, customizing email templates, and optimizing automated workflows, we empowered OTR to enhance their support operations and provide a superior user experience. The seamless bug reporting process and defined SLA targets further improved their overall efficiency and customer satisfaction.

By collaborating closely with FloWater and customizing their Zendesk system to their specific needs, we successfully streamlined their customer support operations across departments. With optimized workflows, improved reporting, and incentivized productivity, FloWater can now provide exceptional support experiences to their B2B clients.

By swiftly building their Zendesk account, securing Zendesk for Startups program approval, and implementing custom email branding, we enabled Follower to project a professional image in their support communications. Our design of support workflows, development of support macros, and close monitoring of Zendesk adoption ensured Follower's smooth transition to the platform.