![]() ![]() Many of the agents had used Zendesk Support at other jobs, and so the transition back was smooth. By 2017, the support team has grown to approximately 173 agents handling an average of 1,000 tickets per day. Lightspeed’s story is one of incredible growth. This time around, she wanted to take advantage of some newer functionality like the help center, a feature of Zendesk Guide, and to bolster their multilingual support in English, French, German, and Dutch. Yet, as it happens with any rapidly scaling company, business needs continued to change and by December of 2015, Denise decided to return to Zendesk Support. They were heavy Salesforce users and so began using a customized version of the Cases feature to manage customer contacts. LIGHTSPEED SUPPORT FREE“A support specialist was able to set up the tool and work with IT during his free time.”Ī year later, the team was growing quickly and Lightspeed made the decision to simplify and consolidate down to a single tool. “I remember the transition because I didn’t have a full-time employee to work on the implementation,” Denise recalled. The team adopted and quickly began using Support to answer emails and build a customer forum. The way it was designed, the way it worked, was just what we needed at the time.” Zendesk Support came recommended to her, and she recalls it was, “an easy sale. In the early days at Lightspeed, when the team numbered 12 people, handling about 100 tickets per day, Denise began looking for a ticketing tool that would meet their requirements for providing great customer service. They need to find efficiencies wherever possible so that agents’ time is spent with the customers who need the most support. This is why Lightspeed looks for like-minded partners when it comes to selecting the tools they use in-house. We’ll help get them back to their day-to-day work.” “Like everyone, we want the customer to be self-reliant, but if they are calling support, we want that experience to show we’re here for them. “We want to give our customers as much time and attention as they need to get their questions resolved,” explained VP of Customer Support Denise Nahas. A customer-centric ethos lies at the core of Lightspeed’s business, manifesting in empathetic product design and outstanding support. ![]() LIGHTSPEED SUPPORT SOFTWAREWhat’s more, the company reports that the average customer sees a 20 percent increase in revenue after one year of using its solution.īehind Lightspeed’s software is great service. Lightspeed has grown from its original four employees to more than 600, and serves more than 45,000 customers in 101 countries. But the product isn’t the only thing that’s evolved. Today, Lightspeed’s all-in-one-solution accommodates mobile payments, omnichannel sales, inventory management, robust analytics, and more. ![]() Over the years, that POS solution evolved into an omnichannel product, unveiled in 2016, that gives retailers a single view into their business, accessible from any device, and that allows them to interact with new and existing customers whether they’re shopping in-store or online. Dasilva designed a point-of-sale (POS) solution that was beautiful, felt familiar, and was easy to use. When Lightspeed was founded in 2005, CEO Dax Dasilva was determined to give independent retailers the ability to be in control of their store. With Lightspeed working behind-the-scenes, retailers can spend more time with customers, and doing what they love. Lightspeed provides a cloud-based point-of-sale system and e-commerce platform that allows retailers to seamlessly manage their store, handling everything from daily sales to inventory management to employee performance to advanced reporting. Most independent businesses can use a hand when it comes to managing their retail shop or restaurant, and Lightspeed is on hand to help. ![]()
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