Miratorg

www.miratorg.ru

Make the customer expertize as the center of your business


Omni-channel solution Zendesk Support Enterprise with Collaboration Add-On

Guide implementation as the support engine

Explorer (BI dashboards, report development)



Full cycle of project development with implementation and support contract

Just 1 system

instead of 6

Changing of 6 different «Itilium» CRM systems for One centralized CRM Zendesk

30 department and partners connected

More than 30 external departments and partner suppliers were connected to single Customer Quality Control Process based on Zendesk ecosystem

Just 1 month for the full implementation

Fast but Effective project implementation including data migration and IT integration sub-tasks, staff and management training

Faberlic

www.faberlic.ru

Shift to the system and order in the fast-growing multinational business


Omni-channel solution Zendesk Support Enterprise

Universal knowledge base Guide plus live dialog with Chat

Mobile Application Zendesk Helpdesk

BI solution Explorer for the management and control process

AI-based ticket classification module Ontec Predictor (AI, Machine Learning)


Full cycle of project development with implementation and support contract

Up to 40 times

less the resolution time for the ‘one touch’ customer’s requests

Up to 10 times

less the resolution time of complex problems required specialists and managers involvement

CSAT 88%

On-going improvement of the customer satisfaction level (+10% during just 3 months after project implementation)

S7 Airlines

www.s7.ru

How to make happy and satisfied 18000000 passengers with Zendesk Chat?


Omni-channel solution Zendesk Support Enterprise

15000 tickets resolved и 50000 chats supported monthly from 6 channels and 5 social networks channels

Corporate Knowledge Center based on Guide ( > 1000 articles)

Deep programming integration for Chat (SDK и API using)

BI solution Explorer for the management (dashboards and reports development on the customer request)

51 secs

For the customer’s problem solving (31 hours were before)

CSAT > 89%

Up to 20% higher than average in the air transportation industry

22% of tickets resolved by Bot

And 35% of tickets from 50000 monthly resolved by Bot after human authorization

AZAL Airlines

Azerbaijan

www.azal.az

Speed and performance of the Customer Support are rocket up with Zendesk

Omni-channel solution Zendesk Support Enterprise

3000 tickets monthly from 5 channels и 5 social networks

Corporate Knowledge Center with Guide solution ( > 9500 articles )

BI solution Explorer for the management (dashboards and reports development on the customer request)

Superfast implementation – just 4 days

< 6 min

For the 1st response on the new ticket

(31 hours on average across the industry)

< 40 min

For the full problem resolution

(54 hours on average across the industry)

CSAT > 83%

Up to 15% higher than the average CSAT across the industry

Wargaming

www.wargaming.net

Integrated support service for millions of fighters from the whole world

Omni-channel solution Zendesk Support Enterprise

350000 tickets resolved monthly from channel integrated into gamer’s application (chat, email, web form)

Deep integration with 15th gaming platforms ( with SDK/API )

BI solution Explorer for the management (dashboards and reports development on the customer request)

History data migration (70m tickets from old CRM)

AI-based ticket classification module Ontec Predictor (AI, Machine Learning)

< 15 min

For the customer’s problem solving (3 hours were before)

14 languages

True multilingual support (400 operators in the Customer Contact Center)

24/7/365 support

For more than 100 millions gamers across the world

Delimobil

www.delimobil.ru

12000 cars on the road
and support which is always on top

Omni-channel solution Zendesk Support Enterprise with Collaboration Add-On

100% integrated platform (both to the mobile app and social networks) with Zendesk SDK/API

BI solution Explorer for the management (dashboards and reports development on the customer request)

< 21 min

For the customer’s problem solving (2 hours were before)

5000 tickets daily

Successfully resolved

CSAT > 78%

Improved on +25% with stable growth

Belka Car

www.belkacar.ru

Integrated Omni-channel platform for the live client support in social networks

Omni-channel solution Zendesk Support Enterprise

Unique Knowledge Center with Guide solution

(154000 views monthly)

Full integration of Zendesk Chat and social networks (with Zendesk SDK/API)
BI solution Explorer for the management
Live chat with a client in mobile application and social networks as the main support channel

< 15 min

For the customer’s problem solving (more than 3 hours before)

8 min

Average duration of 800 chats daily

CSAT > 96%

Super stable quality of client’s support

SOK Smart-office

www.sok.works

Intellectual helpdesk for renters in «Russian WeWork» business

Omni-channel solution Zendesk Professional

Unique self-help system based on the Guide solution

Integration with internal web-portal SOK (by Zendesk SDK/API )
The project includes a connection for 6 offices in 2 countries (Russia and Israel)
2 languages are supported (Russian, English)

by 5 times

average answer time reduced (now it is less than 6 min)

16 min

max time for problem solving (7 hours were before)

CSAT > 88%

max time for problem solving (7 hours were before)