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  • Writer's pictureDevon Harris

Revolutionizing Zendesk CX: How We Stand Apart from Other Zendesk Consultants

At Smoothen, we like to think of ourselves as more than just another Zendesk or CX consulting firm. Our team is made up of passionate individuals who love to talk about Zendesk and customer support all day. While I probably shouldn't speak for everyone, I can say that we all feel pretty satisfied with the work we're doing. Our team shares a common love for what we do – building exceptional user experiences through Zendesk optimizations. We truly care about our clients' success, and this passion is reflected in every aspect of our work. To be honest, it's a lot of fun when we acquire a new client. Our team is quick to start, and it feels great to know that we're going to make people's lives better. I won't deny that after about three months, when everything is running smoothly and fully optimized, it can be a little less exciting. Maybe we just enjoy the chaos, or perhaps we have a savior complex. Regardless, as I mentioned before, we love what we do.

We Understand the Culture of CX Teams

At Smoothen, we have all been on the front lines of support at some point in our careers. Therefore, we understand the challenges and pain points that support agents face every day, from tracking tickets to manual tasks, to the frustration of endless ticket reopenings. We have experienced these ourselves, so we know how it feels.

This unique perspective allows us to empathize with CX teams and offer solutions that directly address their pain points. Although we market our services as "Improved Customer Experience," transparently a lot of what we do is "Improved Agent Experience." I’ll touch more on this later.

Customization and Scalability: Tailored Solutions for Your Unique Business

We understand the importance of customization and scalability when it comes to Zendesk configurations and workflows. We believe in crafting solutions that align perfectly with your specific needs, ensuring optimal performance and success.

Whether it's creating custom ticket fields, designing intricate automations, or building seamless integrations with other tools, we take a meticulous approach to optimize Zendesk for your business. Our goal is not just to meet your current needs but also to lay the foundation for future growth and expansion.

By customizing Zendesk to fit your unique business requirements, we empower your team to work more efficiently, saving valuable time and resources. As your business scales, our solutions will continue to adapt and evolve, keeping pace with your changing needs. Our commitment to customization and scalability ensures that Zendesk remains a valuable asset throughout your organization's growth journey.

Certified Zendesk Admins Embedded in Your Team

As certified Zendesk admins, we live and breathe the platform. We don't outsource any of our work, as we believe in maintaining a close relationship within our team and with our clients. We seamlessly embed ourselves within your organization, becoming a valuable extension of your team. Don’t believe me? I’ve had to awkwardly inform an engineer that I’m not a full-time employee at his organization. This is how that conversation went:

Engineer: ”Would you feel comfortable sharing details about the recent Zendesk implementations during the all-hands meeting for those who may not be actively using Slack? I think it could be insightful for others.” Me: ”I would but for compliance reasons, I’m not allowed to attend the all-hands but I can have [Customer Support Manager] provide updates on our deliverables.” Engineer: ”Compliance reasons?” Me: ”I'm told sensitive information is shared at the All-Hands and since I'm a consultant, I'm not allowed in 😭. I’ve asked [COO].” Engineer: ”Oh interesting, I had no idea.”

Individualized Approach to Understanding Support Agent Pain Points

We take the time to sit down with support agents on a one-on-one basis, allowing us to truly understand their pain points. This individualized approach enables us to gain deeper insights into the agent experience, as people tend to be more open and forthcoming in a one-on-one setting. We recognize that our solutions may disrupt agents' workflows initially, so it's essential for us to ensure their continued satisfaction throughout the process. Getting support buy-in for our process changes is vital for us, in most way a lot of what we're doing is for them.

Unleashing the Power of Data for Unprecedented Insights

Data is the fuel that drives our consulting approach. We thrive on uncovering hidden patterns, identifying bottlenecks, and providing our clients with insights they have never seen before. By meticulously mapping out the entire customer journey and correlating it with actions in Zendesk, we offer a comprehensive understanding of the end-to-end experience. I can’t recall how many times we’ve uncovered an interesting and vital data point, only to be met with shock from our clients.

We're Zendesk Consultants With a Methodical Approach to Enhancing Support Workflows

At Smoothen, we are driven by a sense of purpose – eliminating annoying tasks for support agents. While our ultimate goal is to enhance the overall customer experience, we understand that achieving this starts with improving the agent experience. Drawing from our own experiences in support, we are keenly aware of the undervalued status of support departments within organizations. We strive to bring value to this underserved department and empower support agents to deliver exceptional service.

To achieve this, we focus on optimizing support agents' workflows. By streamlining processes, automating repetitive tasks, and leveraging the full potential of Zendesk, we make their jobs easier and more fulfilling. When agents are free from frustration and burden, the customer experience naturally flourishes.

Smoothen stands apart from other firms through our genuine care, deep understanding of the agent experience, and our commitment to data-driven insights. By eliminating pain points and optimizing workflows, we empower support teams to deliver exceptional customer experiences. If you were looking for an article with a more technical deep-dive on all our commitments to excellent CX and Zendesk optimizations, check out our Client Case Studies.


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