"We hired Smoothen to fully implement our customer service team with Zendesk which was no easy task. Right from the start, they went above and beyond their contract. After an initial meeting, they came up with different ways to help our company by executing strategies on Zendesk based on our business model. They were able to meet with us weekly for morning meetings showcasing the progress they were making and receiving our feedback. Being new to Zendesk there was a lot to understand and learn, but every step of the way they were there showing us why a certain implementation would help us greatly or how they could make tasks easier on our agents.

After they installed Zendesk and connected it to our business they began training our agents through conference calls where they chatted, taught, and answered questions during a live video. Each of our agents had questions and concerns, but Smoothen made the agents feel comfortable and confident and by the end of the training sessions, all of our agents were all-stars with Zendesk. If any of our agents forgot how to complete a task, they made training videos that were easily accessible for our team to view and practice completing tasks.

Since completing her job of implementing Zendesk for our company, they have continued to go out of their way to make sure our team and business are thriving. We've had multiple questions and follow-ups and despite the fact that they are no longer under contract, they answer our emails with extreme speed and fully explain any questions we may have on how to implement or change something for our team.

They separate themselves from other hires that we've had because they want to see us succeed and continue to be a valuable source of insight when we have follow-up questions. Their availability is top notch and their communication is flawless. The tasks we assigned them were no easy job but they crushed it.

We had trouble communicating and getting ahold of some Zendesk reps to change our plan. They went above and beyond and reached out to the reps daily until the issue was solved while fighting for our business to get a better deal. They know the ins and outs of Zendesk and because of that, they can help with pricing with what your team truly needs.

Since our business has been implemented with Zendesk, our customer service workload has flourished. Each agent is now better equipped, more knowledgeable, and an expert in communication on the Zendesk platform. We used to leave the workday with 200+ emails a day in the inbox, but now most of the work is completed by lunchtime and it's all thanks to Smoothen who implemented Zendesk, trained our agents, and provided us with better pricing than what we were initially getting. When we take the next step on Zendesk, we will hire them again. They’re the best!"