Levi's hired us back in 2019 to support them with moving their CS set up from Germany into Spain. The project entitled that we also supported the set up of the team and acted as the interim Customer Service Manager for Europe.

We set up Zendesk for the new CS team and moved the services from the old team into the new team. During this transition Webhelp hired new agents. We supported the training and onboarding. Technically we had to mover all phone lines into the new Set-up to make sure that we could move country by country ramping up the service.

Once we transitioned and survived Black Friday the optimisation started. 

How?

Analysing Way of Working (WOW) and see where we can improve. We set up a better categorisation first, the dropdown from the website gave often as topic "others" -> very strong indication that we had to change that by setting up Webforms.

After that we also integrated phone so every call came through to Zendesk and showed open ticket or create a new ticket for the agents.

From there we also set up new channels ( Like chat bot ) and Whatsapp and create better flows and automations.

Once this was stable again the search for the best Apps in Zendesk for the EU Support continued and we have now a great suite of Zendesk apps which are useful for a support team.