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Thanks to iMovo we have managed to optimize the use of Zendesk customer service tool. Their professional and friendly service has brought us better understanding of the tool and helped us to fully utilize different reporting options Zendesk provides.
iMovo were recommended by Zendesk and took full ownership of managing the project and transition. Getting the set up right from day one was imperative for us, no company likes taking chances with their reputation and service quality. As is often the case with implementing new software, it can be overwhelming to say the least. Having an experienced local representative on the other side of the desk helped save us a lot time and experimentation. Till the day iMovo are still committed to training our team and developing our reporting to support our KPIs.’’
The iMovo training was effective and the whole team quickly got used to Zendesk. It was also very easy to integrate third party apps for calls, live chat, SMS and so on.
Every customer contact comes at a price but apart from the actual cost, these interactions also reflect inefficiencies in ones systems or operations. In an ideal world, if our product had to be fully customer centric, contacts would be kept at a bare minimum or not exist at all. Zendesk helped us identify and eliminate these friction points, in order to invest our skills and resources into high value contacts that yield a bigger return.
Most Customer Service Platforms on the market today fulfil the basic need of aggregating all customer facing contact channels into a single application. But this is only the beginning; we chose Zendesk because they provide an unparalleled selection of integrations and apps, which allow flexibility in accommodating our specific business needs. In addition the solution is robust enough to handle multi-branding, omni-channel consistency and is scalable enough to grow with us.
The introduction of QlikView within GMI enabled faster decision making processes; reduced time to data visibility and discovery and above all empowered the data analysts to generate insights in a user-friendly and self-service environment minimizing dependencies on the IT department.
iMovo understood our business needs and were instrumental in identifying the right tool for our business. They assisted in the implementation process, mentoring and training our developers so that reports and dashboards were up and running in no time. This has enabled us to become self-sufficient in Qlik development allowing us to design and implement future BI projects on our own.
iMovo from the very first moment showed us the way of a better Customer experience by helping us to utilize every aspect of Zendesk. The Customers’ interaction became easier, faster and more reliable than ever for both sides. The analytical/ reporting tools brought on the table the customers’ needs which resulted in Mars Group offering one of the best customer support services in the market.