Webs

Webs Takes Customer Service to the Next Level with Bold360 ai - Zendesk Integration.

Executive Summary

Webs was able to quickly and easily integrate Bold360 ai with their existing systems to achieve a 50% reduction in escalations from Tier 1 to Tier 2.


"We have multiple products and multiple brands and the fact that we’re able to segment that out while maintaining it in multiple databases as opposed to what could potentially be 10 or 15. That’s definitely something that has been a game-changer for us."

Katerina Fuller, Senior Manager, Digital Customer Service

Challenge

Customer Service is priority number one.

Over 55 million websites have been created using building and hosting services by Webs. A powerhouse and early pioneer of the DIY website industry, the company is decidedly committed to their customer base and the quality of service they provide. Realizing gaps existed in their customer experience, the company began looking for a solution to provide both customers and support agents the ability to quickly and easily find the information they were looking for.

Knowledge management challenge.

Over the years, the company has compiled large amount of product knowledge and information. Tools being employed by the company, while valuable in a variety of other ways, were lacking in the ability to retrieve contextually relevant information. The company needed a solution that would provide a simple way to organize company knowledge and make it easily accessible.

Solution

Webs explored several solution options, selecting Bold360 ai for its ability to be placed on top of the tool already in use by the company, and have it point to the large amount of knowledge in their database.

Results

The integration of Bold360 ai into Webs’ Zendesk solution allowed agents to quickly and easily find the information needed to handle customer tickets and ultimately resulted in a 50% reduction in escalations from Tier 1 to Tier 2. As an added value, Bold360 ai eliminated the need for Webs to update product information and content across multiple databases. Instead, having a centralized console for this effect has proven invaluable both in terms of efficiency and in resources.