“Our agents are able to switch from one channel to another with the customer, which is far more seamless than using different tools in different platforms that are independent of each other.”
Head of Business Excellence at one.com
"We offer support in all the channels our customers are in and in their local language. We do that around the clock, 365 days a year for both live chat and email support, and five days a week for phone support. In our industry that makes us stand out and it’s something we are very proud of.”
Head of Business Excellence at one.com
new tickets raised each month
Web hosting company one.com
A focus on exceptional customer service
Web hosting company one.com knows its products are not unique. There are many competitors out there with similar tools to help users grow their online presence from registering a domain name through to building a website. What makes one.com unique, however, is its focus on providing exceptional customer service.
“Customer experience is key to our success. We offer support in all the channels our customers are in and in their local language. We do that around the clock, 365 days a year for both live chat and email support, and five days a week for phone support. In our industry that makes us stand out and it’s something we are very proud of,” says Mikkel Nedza, Head of Business Excellence at one.com.
Founded by Danish entrepreneur Jacob Jensen in Copenhagen in 2002, the past decade has seen one.com grow exponentially to the point that it now consists of eight different brands. To support all these customers, the company has more than 250 support agents working across offices in Norway, Denmark, Sweden, Netherlands, Finland and the Philippines.
These agents rely on the Zendesk suite to offer one.com's clients full omni-channel support.
“At group.one, we are experts in making it easy for customers to succeed online. With over 1.5 million active subscribers and more than 3 million domain names, group.one is a leading provider of online presence solutions in Northern Europe and beyond. In the last few years, we transformed from a single brand one.com into a group of companies by adding Hostnet in the Netherlands, Zoner in Finland, and many more. We look forward to continuing our journey of integration, product innovation, and building state-of-the-art user experiences for our customers,” says Mikkel.
On a journey with Zendesk
one.com's journey with Zendesk began over 10 years ago. The first product it invested in was live chat, which was followed by self-service five years later, and phone support a couple of years after that. With the company growing rapidly together with the new brand acquisitions, it soon saw the advantage of consolidating all its customer service tools in just one platform.
“Our in-house CRM system did have some in-built functionality in terms of handling emails and some integrations that worked very well for us. But with expansion it became increasingly complex to build new brands on top of this existing platform and so this led us to implementing the Zendesk ticketing system,” says Mikkel.
More recently it has implemented Answer Bot, an AI-powered assistant to support agents by empowering customers to self-serve, as well as switching to using the Zendesk web widget from its own widget.
“Now that we are using the Zendesk widget we are able to target our services much better than we could before. For instance, based on the customer’s actions on our website, the widget can either suggest specific guides or another channel to help solve their query whether that be a call back, live chat or sending an email,” says Nedza.
A tool to grow with
The obvious advantage of rapid growth is an influx of new customers. While this may be good for business, it does bring challenges in dealing with the inevitable increase in customer service requests. The one.com group has 1.5 million users, who may all potentially reach out for support at some stage. One of the key ways it has used Zendesk to support this growing customer base is by populating its Help Centre.
“We have about 400 unique guides which are translated into 11 unique languages. Content wise that is a lot, and we use these guide sections both internally and externally. Our agents use both the internal knowledge base as well as our customer facing guides to support customers. Being able to combine the information in the guides with the customer interaction is one of the biggest benefits we have seen using the Zendesk platform,” comments Nedza.
One of the most notable benefits gained is from full omni-channel support. “Our agents are able to switch from one channel to another with the customer, which is far more seamless than using different tools in different platforms that are independent of each other,” describes Nedza.
“We can also gain insights into customer behaviour to determine what works best for them. For instance, a specific situation may have taken 20 minutes in live chat but only five minutes on the phone, and so in the future we can present that channel as preferable in solving that specific customer issue. This is also where the newly implemented web widget comes in as it can present the right channel for those situations,” he adds.
Getting the right mix
Customer service is key to one.com and with an average of 133,198 new tickets raised each month, it wants to ensure that each of these customers has a good experience regardless of the channel they choose to reach out in. Its focus is less on the speed of ticket resolution than the experience the customer receives. This is about presenting the right information and answers to customers in the right place and at the right time.
“We do measure customer satisfaction via Net Promoter Score (NPS), which reveals how likely the customer is to recommend one.com to others. But our target with that NPS metric is to ensure that we have the right mix of channels, the right speed, and the right information for customers. So that is our main KPI when it comes to our use of Zendesk,” says Nedza.
An increasingly important part of the customer experience mix is the way questions can be answered easily, even if it means they were never raised as tickets to the service agents in the first place. The Help Centre comes into its own here too. In 2021, the one.com Help Centre provided answers to more than 67,000 customer requests, which prevented these questions being turned into tickets. This saved the company €236,968 that year.
Yet more to come
Having implemented Zendesk’s complete customer service solution over the years, one.com is always finding additional tools and functionalities within Zendesk. Recently they have implemented the Zendesk Agent Workspace, which will enable agents to work seamlessly across channels, all within a single ticket interface.
Integrations and new tools are often recommended by one.com’s Zendesk account team, who know the company intimately and are proactive in making these recommendations as they see where the benefits lie.
“We have built a very good collaboration with Zendesk over the past decade and we trust them. That’s why we don’t hesitate in going all the way in terms of omni-channel support and implementing new tools such as the Zendesk Agent Workspace,” concludes Nedza.
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