June 27, 2016 – New York – Denver – London – Melbourne – Copenhagen – Berlin – The winners of the 13th annual Technology ROI Awards were recently announced, including Trustpilot, who was selected ahead of more than 200 nominees. Trustpilot’s Support Team won the award for its implementation of Zendesk with an impressive, almost thirteen-fold return on investment (ROI) of 1271%.
Each year, the Nucleus Research Technology ROI Awards recognize the top ten companies who have achieved a remarkable ROI while carrying out new IT implementations. Trustpilot’s Support Team deployed Zendesk to help them create an international, multi-lingual support desk that could accommodate the company’s fast-paced growth.
“Implementing Zendesk has made our work much more efficient and scalable, which is a fantastic outcome. What I’m really proud of though, is the fact that we’ve managed to optimize our processes while maintaining one of the highest customer satisfaction scores in the industry, alongside very high employee satisfaction. I’m a big believer in ‘proud people perform,’ and this result is truly a testament to that,” says Tonni Buur, Vice President of Support at Trustpilot.
A sleek new Support Center
Nucleus Research studied the business costs and benefits associated with Trustpilot’s implementation throughout a three-year period. As reflected in the case study, Nucleus found that Trustpilot’s Support Team was able to substantially increase productivity through automation, reduce the total number of tickets and solve cases faster. The average time for resolving a ticket was shortened from eight to just two minutes.
During the project, significant improvements were made to Trustpilot’s Support Center, which played a key role in reducing ticket numbers. A handy online chat function and easy to use self-service feature have cut the number of incoming calls in half since January 2015.
“We’re definitely not going to stop here. Moving forward, we’ll continue to enhance our infrastructure and increase scalability to make sure everyone using our community has the best experience possible,” says Tonni Buur.
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