Why move to Usedesk?
What was the challenge? Disparate channels, disjointed individual appeals from clients and internal employees. It is impossible to understand their typology. It is not clear by what categories these appeals come, what is going on in this Telegram group. Moreover, if a customer contacts us, we do not know whether he has ever got us through the channel, whether other employees have written to him or not, or what has happened before. In other words, there was complete misinformation, some information vacuum that had to be eliminated.
And there was also one more task, to start collecting support statistics and feedback that could help change the service. Because the service had been in existence for four years, but since then no useful feedback had been collected that could qualitatively change the service. Yes, there were requests, chats, individual cases, but some trends were difficult to identify, because everything is scattered, all this is not collected in categories.
Plus there was a problem with the fact that telephony is set up on a separate virtual PBX of Beeline. Beeline - this solution is not the best in terms of scaling, because there and the management is difficult to configure, or instead it is entirely customizable. The answer is more suitable for small businesses. There were cell phones for operators, not virtual PBXs and headsets. That's why we were still looking for a headsets system to register requests, which integrates with the virtual PBX and supports normal phone channels. We looked in different directions: both Zendesk and some other. There weren't many companies that offer easy connection to a virtual PBX and start registering requests and phone calls from there.
You had a full-fledged solution and ready integration, which... it was written out that we could work with Mango. We had experience working with Mango, so we settled on it as a telephony option. Usedesk was an excellent addition to the puzzle in the form of a system for registering requests and processing tickets. So we connected everything basically in a day. What day? In half an hour we integrated one with the other and started getting tickets for the calls at once, which was very cool. That's how the decision was made.