Nextdoor

Customer Success Story

Desk.com helped us deflect a lot of contact to the Help Center.

Gordon Strause , Director of Neighborhood Operations
Industry: Services

50% fewer customer inquiries with improved self-service

When you rely on customer advocates to promote and grow your business, having awesome customer support is critical. For Nextdoor, a private social network for neighborhoods, helping its partner/customers build successful local online communities requires building long-term relationships and taking the time to resolve unique and complicated customer requests.

Supporting neighborhood VIPs

Before implementing Desk.com, Nextdoor used a shared email account for incoming requests and an internal tool to create a basic, static FAQ page. But when membership grew 400% in one year, Nextdoor's email support system couldn't keep up. Now, Nextdoor uses Desk.com to integrate customer data into its support queue to prioritize cases of high-value users, also known as “neighborhood leads”. The company also maintains a robust Help Center powered by Desk.com’s searchable knowledge base, and uses Desk.com to track support requests around its iOS and Android mobile apps.

Doubling agent productivity

With Desk.com, Nextdoor has reduced case handling time by 50%. Also, because users can find answers in the Help Center without needing to contact a support agent, the volume of inbound customer inquiries was cut by half – two critical improvements that will enable Nextdoor to continue to grow.

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