ManoMano uses Zendesk to manage its customer experience for a job well done.
Since its creation ten years ago, the ManoMano marketplace has worked hand in hand with Zendesk. The close collaboration and support of the Zendesk Premier Enterprise plan helps the company continually improve the quality of service it provides customers. ManoMano will continue working together with Zendesk to shape the future by embracing artificial intelligence.
“With Premier Enterprise, we have a close relationship and enjoy day-to-day support. It feels like our Technical Account Manager at Zendesk is an integral part of our team.”
Marc Bussienne
Customer Relations and Seller Partner Support Director
“Zendesk works with us as a partner. We’re not looking to implement a tried-and-tested solution – we want something tailored to our needs. Zendesk also helps us look at things in a more critical light, which is what’s driving our continuous improvement. We speak the same language and work at the same speed. We really value this level of service, especially from a provider like Zendesk.”
Marc Bussienne
Customer Relations and Seller Partner Support Director
Logistics warehouses
3
Active customers
7 million
Monthly visits
50 million
Revenue
1.2 billion
95%
of emails answered in less than 24 hours
90%+
CSAT
65%+
occupancy rate
10 years of revolutionising online DIY and gardening
A marketplace dedicated to DIY and gardening. There was nothing like that just ten years ago! Back in 2013, ManoMano was the first to embark on this new approach in France, with the aim of breaking new ground and changing habits in a highly competitive market dominated by the big DIY chains.
In the space of a decade, this pioneering French tech startup has come a long way, establishing a name for itself with both professional and private customers as well as sellers. Today, ManoMano offers more than 19 million products from over 5,000 marketplace partners. It has more than 7 million active customers, generating more than 50 million visits a month, with an annual turnover of €1.2 billion.
Accelerating growth with Premier Enterprise
From the outset, ManoMano has focused on optimising the customer experience – both pre-sale and post-sale. This strategic choice proved a key differentiator and ultimately led the company to turn to Zendesk in 2013, when they were looking for support and ticketing management.
“Rather than simply subcontractors, we’re looking for partners who can provide us with much more than just technology and services. And that’s exactly what we’ve had with Zendesk for more than ten years: they’ve provided dependable support, worked with us closely and taken the time to really understand our needs”, explains Marc Bussienne, Customer Relations and Seller Partner Support Director at ManoMano.
France’s leading online DIY retailer is taking advantage of Zendesk’s Premier Enterprise support plan. Effectively enabling Zendesk to act as a facilitator, accelerating the company’s roadmap whilst optimising and securing its solution. “With Premier Enterprise, we have a close relationship and enjoy day-to-day support. It feels like our Technical Account Manager at Zendesk is an integral part of our team”, says Marc Bussienne.
The added value of this support from Zendesk takes shape in strategic projects for ManoMano. “Most of these projects aim to optimise our processes, such as reducing backlog or introducing our ‘Concrete Guarantee’, which protects customers in the event of a dispute with a marketplace partner. We’ve also been working on integrating a translation add-on into Zendesk, allowing us to handle languages that are difficult to source, such as German, into English or French. This means that an English agent can handle a German-language flow seamlessly, which is a big advantage as we expand internationally. The Zendesk ecosystem isn’t static. We’ve also integrated partner applications such as Diabolocom and DeepL, as well as customised apps, from its marketplace.”
A trusted solution at every level
It’s no coincidence that, two years ago, Zendesk’s contract was renewed following an invitation to tender. “Ten years ago, we were a startup in the making. Back then, we chose a solution based on a scope, resources and a level of maturity that are not the same today. So it seemed only natural to put Zendesk back in the running at the end of our contract. But Zendesk also came out on top in this tender, which confirmed that we should continue the adventure with them,” adds Marc Bussienne.
The 500 internal and external Zendesk users within ManoMano’s customer services were also over the moon with the decision. “When we told our teams that we’re going to issue a call for tenders, they said: ‘Why change? We couldn’t be happier with Zendesk!’ They love how easy it is to use, especially the ‘side conversation’ feature, which is a real differentiator that we haven’t found anywhere else. Not only does it allow us to manage three-way conversations with our marketplace partners and customers, but it also provides an overview of each case,” explains Marc Bussienne. “The feature that uses artificial intelligence to provide a summary of the conversation is also really popular with our teams. It makes their day-to-day work easier and saves us time, helping us process everything more efficiently. Unlike other solutions, Zendesk isn’t infinitely customisable, which is great because you don’t end up with something that’s unwieldy and overly complicated. You can, of course, customise a lot but it always has that simple, familiar feel. That’s another strength.”
Zendesk users aren’t the only ones who are satisfied. “Our main aim is to keep customers happy by providing simple and helpful replies. Zendesk helps our agents do just that. Whether you look at CSAT or response times, our KPIs are constantly improving. We’re definitely going in the right direction.”
A collaborative partnership
With one eye firmly on the future, ManoMano has no shortage of new projects with Zendesk. “Even if social media networks aren’t strategic for a DIY marketplace like ours, it’s still important to integrate them into our support software. There’s a lot of traffic, a lot of complaints coming in and a lot of moderating to do. We’re also planning to work with Zendesk to address customer dissatisfaction better, which will help improve our reputation online. We want to provide greater visibility and bring together several communication channels in a single interface,” adds Marc Bussienne. “Artificial intelligence is of course a big topic and we’re currently testing it in pre-sales. It also opens up the possibility of using databases to provide personalised, intelligent content to our customers, making them more independent. We’re also trying to understand how we can best leverage AI to help agents deal with more complex tasks. Creating a sort of ‘augmented agent’ would really enhance the value of our customer relations.”
In an ever-changing world, Zendesk provides ManoMano with invaluable advice and support on all these essential topics. “Zendesk works with us as a partner. We’re not looking to implement a tried-and-tested solution – we want something tailored to our needs. Zendesk also helps us look at things in a more critical light, which is what’s driving our continuous improvement. We speak the same language and work at the same speed. We really value this level of service, especially from a provider like Zendesk. The support they provide has improved every year. That’s what has kept our relationship going strong. We can really plan ahead with Zendesk.”
