Growing a global business with Desk.com
For fast-growing European companies, having a multi-lingual support solution is critical. iZettle, the region’s leading mobile payments company, is used by hundreds of thousands of businesses in ten countries. The company’s been using Desk.com since it wanted to expand its support from Sweden into additional Nordic countries — and beyond.
“We’re now in ten countries with more on the way,” says Sebastian Dedering, Head of Customer Success. “Having an easy-to-use system with multi-lingual support is essential.”
One system for all of its support needs
The Stockholm-based company manages all of its support channels, including email, Facebook, and Twitter in Desk.com. The app is used by employees in the customer service, second line support, and security teams. They can easily collaborate while keeping communication within one tool and maintaining control over cases.
Using labels and custom fields, iZettle tracks inquiries and commonly asked questions so it can improve its Desk.com-powered support site and provide better service for its users. Business Insights helps the company spot emerging trends and make better business decisions. And, integration with Customer Thermometer helps the company measure CSAT and continuously improve the customer experience.
Fast awesome service that pays off
With Desk.com, iZettle’s 60 customer success agents resolve 1,500 cases each day, typically responding to customers in less than 2 hours. Information from Desk.com — including most frequently asked questions and the cost to resolve cases — helps iZettle optimize its operations. The company has improved its registration processes and added additional guidance for companies with questions about logistics and troubleshooting.
“Between 2012 and 2013 our revenue more than quadrupled,” says Dedering. “Desk.com gives us the support tools we need to continue to grow.”