Cheerz makes customers smile with the help of Zendesk
Cheerz, a European digital photo printing company is enchanting their customer experience with an omnichannel strategy based on Zendesk’s Chat and WhatsApp Solutions. They’ve managed to keep making their customers smile by achieving a customer satisfaction of 90%!
"Zendesk gives us all the tools to optimise our customer service and provide a quality customer experience."
"Thanks to Zendesk, we have brought everything together on a single platform. This allows us to avoid spreading ourselves too thin and save time in resolving tickets."
Decrease in contact rate
1st time reply
Tickets in Whatsapp
From start-up to international expansion
A scalable tool to support global growth
Created in 2012, Cheerz has grown from 2 to 150 employees to cover 45 countries and provide customer support in 5 languages. Valued at 45 million, Cheerz is one of the gems of French Tech. With such growth, Cheerz needed a partner like Zendesk, to be able to scale with the growth and international expansion of the company.
"Zendesk gives us all the tools we need to optimise our customer service and provide a quality customer experience. - Louise Martin, Customer Experience Manager, Cheerz
Omnichannel to meet the needs of all customers
Being on your customers' preferred channels throughout their journey
One of Cheerz's major challenges is to manage peak loads and support customers in the creation of complex products. This is why they have implemented an omnichannel customer experience strategy. Centralized on Zendesk's CRM platform, Cheerz offers its customers the possibility to interact with their team via email, chat, Whatsapp messaging and social channels. Their Help Centre completes the range of channels for customers who wish to find answers on their own.
A Successful Strategy
Cheerz maintains a high level of customer satisfaction at 90%. Their customers particularly appreciate direct channels such as WhatsApp or chat, which are the most used channels after web forms. Whatsapp in particular accounts for 23% of the tickets and achieves a CSAT of 89%! Finally, the contact rate has dropped from 20% to 15% in one year with the implementation of a help centre, which allows customers to find solutions faster by themselves.
"Zendesk allows us to share the voice of the customer internally" - Louise Martin, Customer Experience Manager, Cheerz
Using Zendesk’s Marketplace Apps
Personalising the Customer Experience
To improve satisfaction and offer a better experience to their agents and customers, Cheerz has developed a number of applications using the Zendesk Marketplace. For instance, Diduenjoy enables customers to be redirected to rating platforms and improve Cheerz’s rating on Google My Business by up to one point, and 0.5 points on Trustpilot. Miuros, through optimised data analysis and quality assurance, saved Cheerz 5 minutes on each QA review and increased CSAT by 2 points. Finally, Shipup enabled real-time monitoring of deliveries and reduced customer returns on deliveries by 8 points.
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