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Tomas V.

Zendesk Expert | Founder of Plement

Feedwell’s Multi-Channel CX Transformation for Customer Support, Quotes & Order Management

Feedwell, a Sydney-based corporate catering company, struggled with fragmented customer inquiries, inefficient quote and order management, and lack of automation. By implementing a centralized ticketing system, automating notifications, quote, order and invoice request, and customer engagement workflows, and developing a branded FAQ page and internal knowledge base for SOPs, we enhanced efficiency, response times, and operational scalability, ensuring seamless communication across all channels.

Corporate catering

Key Issues

Decentralized Support Channels

Customer inquiries were scattered across multiple separate tools (email, chat, call center), causing missed orders and confusion among staff about prioritizing channels.

 

Marketplace Integrations

Managing inquiries and alerts from four three marketplaces was inefficient due to the lack of a centralized system.

 

Social Media Management

Facebook and Instagram messages were handled separately, increasing response time and complexity.

 

Lack of Customer Engagement

No processes existed for post-purchase follow-ups, customer satisfaction surveys, or nurturing.

 

Manual Workflows

Invoice requests and user creation in Klaviyo were not organized, slowing operations.

 

No Self-Service Options

Customers lacked for quick resolutions.

 

Limited Internal Knowledge Resources

No centralized internal knowledge base or mapped processes for onboarding or training.

Solutions

Centralized Ticketing System

Implemented Zendesk to unify email, chat, Facebook, Instagram, custom forms, and call center communications.

 

Streamlined Workflows

Designed intuitive custom ticket statuses, ticket fields, views and workflows to efficiently manage customer inquiries, quotes, and orders.

 

Automated Notifications

Set up notifications for staff and customers tied to delivery dates, ticket statuses, and marketplace alerts with native Zendesk function and SweatHawk’s Notify App

 

Customer Satisfaction Surveys

Integrated Typeform with logic applied to promoters to collect feedback and encourage Google reviews.

 

Customer Nurturing

Created automated follow-up processes for first-time orders using Make.com integrations.

 

Automated Invoice Requests

Designed a process for invoice management using SweatHawk’s Tasks & Subtickets App.

 

Klaviyo Integration

Automated user profile creation and segmentation based on actions in quote/order tickets.

 

FAQ page

Developed a branded FAQ page at help.feedwell.com.au for customer support.

 

Internal Knowledge Base

Built a centralized internal knowledge base in Confluence, including process mapping, training materials, and onboarding resources for consistent knowledge sharing.

 

Tools used

  • Zendesk Support
  • Zendesk Messaging
  • Zendesk Guide
  • Zendesk Voice / Talk
  • make.com
  • Typeform
  • Klaviyo

Timeline

  • Requirements Collection / Implementation / Testing / Onboarding

    2 months

  • Ongoing Maintenance

    Feedwell continues to rely on our services for system maintenance, updates, and support.

Results

  • Improved Efficiency and Organization

    Centralized ticketing streamlined communication, eliminated missed orders, and unified inquiry management.

  • Faster Response Times

    Unified channels and workflows reduced response times, boosting satisfaction.

  • Enhanced Customer Engagement

    Automated follow-ups and surveys increased engagement and improved Google reviews.

  • Seamless Workflow Automation

    Automated notifications, invoices, and Klaviyo reduced manual tasks and inefficiencies.

  • Self-Service Options for Customers

    The FAQ page enabled quick resolutions and reduced support team workload.

  • Better Onboarding and Training

    A centralized knowledge base improved training and ensured consistent service quality.

Testimonial

5.0
Incredible to work with

I have been using Plement and Tomas for about a year now, and will be for many more years to come. They have implemented a number of complex workflows and automations in Zendesk for my company which has completely changed how our customer service team operates. I have always found them so easy to deal with and very responsiveness with communications. I would highly recommend!

Eric

Founder of feedwell.com.au

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