SportingSmiles' Support Renaissance

Client Challenges

Before engaging with Smoothen, SportingSmiles primarily used Zendesk for chat support. However, they faced several challenges:

1. Limited Functionality: SportingSmiles operated solely out of a Gmail account, lacking the robust features of Zendesk for email support.

2. Inefficient Workflow: The absence of email ticketing and management within Zendesk led to an inefficient customer support workflow.

3. Lack of Self-Service Options: Their existing Frequently Asked Questions (FAQs) were disorganized and repetitive, making it difficult for customers to self-service.

4. Overwhelming Email Volume: SportingSmiles received over 200 email tickets daily, which was a significant burden on their small support team.
   

Smoothen's Solution

Smoothen undertook a comprehensive Zendesk implementation for SportingSmiles, addressing their unique challenges and transforming their customer support operations.

1. Email Configuration: Smoothen configured Zendesk to handle email support efficiently, replacing the previous reliance on Gmail. This provided SportingSmiles with a centralized platform for all customer interactions.

2. Custom Ticket Views: Smoothen created customized ticket views to organize incoming requests based on priority and type. This allowed the support team to quickly identify and address urgent matters.

3. Automated Ticket Statuses: Custom ticket statuses were implemented, powered by automation rules. This automation streamlined ticket handling, ensuring efficient resolution and tracking.

4. Macro Training: Smoothen conducted training sessions with SportingSmiles' support manager, teaching them how to use macros effectively. Macros expedited responses to common inquiries, reducing response times.

5. Skills-Based Routing: Smoothen established skill-based routing by creating groups within Zendesk. This ensured that each ticket was assigned to the most qualified support agent, enhancing customer satisfaction.

6. Zendesk Help Center Integration: SportingSmiles' branding was integrated into Zendesk's Help Center, aligning it with their bright orange aesthetic. This improved the overall customer experience and brand consistency.

7. FAQ Overhaul: Smoothen revamped SportingSmiles' FAQs, making them more organized and eliminating redundancy. This provided customers with clear and concise self-service options.

8. Continuous Refinement: Smoothen maintained ongoing communication with the SportingSmiles team, conducting regular check-ins to fine-tune ticket views, triggers, and workflows based on evolving needs.

9. Email Automations: Automated follow-up emails were implemented to keep customers informed about the status of their requests. This enhanced customer communication and engagement.
   

Results

Smoothen's Zendesk implementation had a transformative impact on SportingSmiles' customer support operations:

1. Efficiency: SportingSmiles' support team now efficiently manages over 200 email tickets daily, improving response times and customer satisfaction.

2. Organization: With custom ticket views, ticket statuses, and skills-based routing, every customer touchpoint is tracked, ensuring no request goes unattended.

3. Self-Service: The revamped Help Center and improved FAQs enable customers to find answers independently, reducing the burden on support agents.

4. Brand Consistency: Zendesk Help Center integration ensured brand consistency, enhancing SportingSmiles' image.

5. Automation: Automated processes, including follow-ups, reduced manual workload, allowing the support team to focus on more complex issues.

Smoothen's Zendesk implementation for SportingSmiles transformed their customer support operations, providing a scalable and efficient system to handle their growing customer base. SportingSmiles can now offer high-quality, custom dental products while maintaining affordability and excellence in customer service.