Follower.co Support Zendesk Implementation

We responded to an urgent request from Follower, a promotion platform for fan pages. Follower, a small and medium-sized business, sought assistance in handling their support requests efficiently. They were using a Gmail account and had no prior experience with Zendesk. Smoothen swiftly stepped in and built out their Zendesk account, obtaining approval for the Zendesk for Startups program. Our comprehensive services included custom email branding with individualized email signatures for agents, designing support workflows through views, automations, and triggers, crafting support macros, closely monitoring Zendesk adoption, and providing 24/7 support during the initial week. We also created training videos and implemented a chatbot and help center on their site. Our efforts enabled Follower to clear their support backlog within two days and embark on delivering exceptional customer support to their users.

Project Scope:

1. Zendesk Account Setup and Customization: Smoothen swiftly built out Follower's Zendesk account within three days, ensuring they were equipped to handle support requests effectively. We guided them through the process and obtained approval for the Zendesk for Startups program, offering them access to advanced features and support tailored for startup businesses. As part of the setup, we implemented custom email branding, aligning the support communication with Follower's brand identity. Additionally, we designed custom email signatures for each agent, further enhancing their professional appearance.
   

2. Support Workflows: Views, Automations, and Triggers: With limited instruction, Smoothen took the lead in designing Follower's support workflows within Zendesk. We created views to categorize and prioritize support tickets, automations to streamline repetitive tasks, and triggers to trigger specific actions based on predefined conditions. These workflows were tailored to Follower's unique requirements and aimed to enhance support agent productivity and ensure efficient ticket management.
   

3. Support Macros Development: Smoothen crafted a set of support macros for Follower, providing predefined responses to common customer inquiries and issues. These macros enabled support agents to respond swiftly and consistently, ensuring high-quality customer interactions. By leveraging macros, Follower's support team could save time, improve response times, and maintain a professional tone across all customer interactions.
   

4. Zendesk Adoption Monitoring and Comprehensive Training: Throughout the project, Smoothen closely monitored Follower's adoption of Zendesk, ensuring that the platform was effectively utilized. We provided 24/7 support during the initial week, promptly addressing any questions or issues that arose. Additionally, we created comprehensive training videos that guided Follower's team on how to navigate and utilize their Zendesk account optimally. These training materials equipped Follower's agents with the knowledge and skills necessary to deliver top-notch customer support.
   

5. Chatbot and Help Center Implementation: Understanding the importance of self-service support, Smoothen implemented a chatbot and help center for Follower's website. The chatbot provided automated assistance and guided users through common inquiries, while the help center housed comprehensive articles, guides, and FAQs to empower users to find answers independently. These resources allowed Follower's users to seek assistance and resolve their concerns even outside of business hours, improving their overall experience.
   

Smoothen successfully implemented and customized Follower's support infrastructure using Zendesk, addressing their urgent need for efficient support ticket handling.