Stephen Pavlovich and Richard Kershaw at Wish.co.uk just want to show you a good time. They sell in-person adventures and experiences. Experiences from the ridiculously physical (hunting zombies at an abandoned shopping mall) to the peacefully sublime (afternoon tea at a country house). Beloved British actor, Stephen Fry, tweeted recently:
Yes, that’s right, anyone might be “discovered” at one of these Zombie events. In a spectacular full immersion experience, participants are briefed and armed by the Police Special Zombie Bashing Unit. The “police” explain the full, unfolding, undead apocalypse that is going down in the town of Reading–an apocalypse that participants are expected to fend off. Using state of the art special effects in a large, abandoned shopping mall, players use blood-inducing props to tackle a series of computer-game-like missions in a full-on ‘run and gun’ gore fest.
Customer Service the Highest Priority
For the partners, customer service is the real excitement. Stephen and Richard have put amazing customer service at the top of their own wish list. And they are making it happen–with the help of Desk.com.
“We aim to make shopping with us as much fun as the experiences we sell. That means lower prices, life-changing experiences, and more — but first and foremost is VIP customer service.”
Pre-Desk Challenges
Before they began to use Desk.com, they had a cobbled-together email system mixed with canned answers to customer questions that they dropped in. “It wasn’t efficient or productive, it was very basic and a lot of issues escaped attention. Then we got Desk.com and that all changed for the better.”
The partners spent a lot of time and care to research and set up Desk.com so that it would be poised to grow quickly with their business, by pre-populating the customer-facing help center and customizing the system to fit their brand.
“We have these astonishing peaks of traffic, and using Google Apps for support was not really viable, as you can imagine,” says Stephen. “Here we were, really small, but focused on keeping our customers happy. We knew providing service via email alone wasn’t sustainable.
We just couldn’t stay organized until we got Desk.com. We had no good way of knowing if an issue had been dealt with, no prioritization–that changed in an instant. We would be lost without the organization tools Desk.com gives us.”
Richard adds: “It took about half a day to setup. We spent that time up front so that now we can scale confidently. And when we had a question, Desk.com helped us get answers quickly. Their own customer service is amazing, too.”
Loving the Bulk Feature
We save a lot of time with the bulk management feature. If we get a celebrity tweeting about us (like Stephen Fry) , for example, we can have more than 140,000 people hit the site in a day.
These peaks generate a huge number of support tickets. Now we have responses ready to go, so we can respond to a whole group of requests in one go.
A Support Team of Two
The small team share service and support tasks, and marvel at “the miracle that we manage it on our own.”
“We get to see some very fun things,” adds Stephen. “Recently we happened to be at Zombie Shopping Mall, andsaw one of the participants went down on one knee and said to his girlfriend, ‘If we ever get out of this alive, will you spend the rest of your life with me?’ — and now they’re traveling the world. It was brilliant to be a part of that moment.”
Future “Wishes”
“We love that you can just add Flex Agents as needed, that will be a great benefit as we grow. Desk.com is an excellent fit for our business. We recommend it to others all the time. It’s dead easy to use and does exactly what we want.”
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