SOLUTION
Issue that the client was facing was related to the size of their support team and how many customers they’d have to handle on the daily. The support team wanted more structure and automation in their workflow because they would spend a lot of time just handling bookings and any recurring issues, let alone having to talk on the phone each time someone wanted to make a reservation.
Through conversations with the support team and research of platforms they could use, I pitched the idea of setting up a Zendesk account with a chatbot and Knowledge base integrated on their website. The role of the chatbot would be to handle requests in a friendly manner, usually answering FAQs that the chatbot had access to from the Knowledge base. Besides that, I have also created a contact form on the site that handled more specific questions that were then fed to Mystery Makers’ Zendesk interface, categorizing requests based on tags given according to answers from the form. These requests were converted to Zendesk tickets and the support team could prioritize and handle inquiries in a more organized manner.
RESPONSIBILITIES
research and consultations
pitching solutions and user flow
communicating continuously with client about different needs/requests for the platform
implementation in Zendesk
implementation of Zendesk features on the website
testing the user flow
onboarding the support team onto the platform
making a custom Contact form that sent data to Zendesk
creating the custom Knowledge base site that stored all the FAQ data for the chatbot
Mystery Makers
2021Implementation Specialist
Mystery Makers is an escape room event company that is one of the most visited escape rooms in Denmark. Because of how much traffic they deal with on a daily basis, they wanted to have setup a better communication flow with their customers, since they felt like it is a part of their business they should optimize. I was working with them during my time at Budtz Innovation as a lead and sole developer on the project, taking over the research, communication and implementation.