Skip to content
Plement
Back to all case studies

We can discuss it

I'm here to help you understand your CX needs and provide you with expert guidance.

Tomas V.

Zendesk Expert | Founder of Plement

Launching Scalable CX System for Tutoring Platform with Tailored Automation and Segmented FAQ

Corepetitus, Lithuania’s largest tutoring community, lacked an efficient inquiry management system. By implementing a centralized CX framework, automated workflows, and a branded FAQ page with Content Segmentation, we improved response times, enhanced self-service options, and equipped the team with scalable processes for future growth.

Tutoring and Academic Support

Key Issues

Unorganized Inquiry Management
Customer inquiries were managed solely through an email provider, leading to inefficiencies in tracking, prioritizing, and responding to customers and tutors.

 

Limited Self-Service Options
The existing FAQ page lacked robust functionality, offering minimal content, no search and no segmentation based on user type (e.g., customer or tutors), resulting in frequent repetitive inquiries and a poor self-service experience.

 

Manual CRM Lookup
Without a help desk system in place, staff had to manually cross-reference user information in the CRM when it wasn’t clear from the message, causing delays and increasing the workload.

 

Lack of a Proper Submission Form
There was no structured form for ticket submission to collect detailed information and segregate inquiries effectively, making it harder to streamline and prioritize support requests.

Solutions

Business Needs Assessment and Process Mapping

Conducted a thorough evaluation of Corepetitus’ customer support challenges and needs.

 

CX Workflow Automations

Implemented automated workflows in Zendesk to prioritize inquiries and assign tickets based on user type.

 

Integration with Database via Make.com

Developed an integration to automatically update user type data and sync tickets in Zendesk.

 

Branded FAQ

Built a comprehensive FAQ with a professional design, offering robust self-service options to customers and tutors.

 

Structured Inquiry Submission Form

Created a detailed conditional ticket submission form to collect essential information and segregate inquiries effectively.

 

Content Segmentation

Enabled content segmentation in the FAQ, allowing logged-in users to access personalized resources based on their user type (e.g., customer or tutor).

 

Administrative Training for the Team

Provided in-depth training sessions to equip the Corepetitus team with the skills to manage the new systems, workflows, and tools effectively.

Tools used

  • Zendesk Support
  • Zendesk Guide
  • make.com

Timeline

  • Requirements Collection / Implementation / Testing / Onboarding

    3 weeks

Results

  • Centralized and Efficient Support System

    A unified CX framework was established, streamlining customer inquiries and support operations through a centralized system in Zendesk.

  • Improved Response Times and Prioritization

    Automated workflows ensured inquiries were prioritized and assigned based on urgency and user type, reducing delays and enhancing response times.

  • Enhanced Self-Service Options

    The branded Help Center and personalized content segmentation empowered customers and tutors to find answers independently, reducing repetitive inquiries.

  • Administrative Team Readiness

    Administrative training equipped the Corepetitus team with the skills to effectively manage the new CX tools and workflows, fostering confidence and long-term operational success.

  • Scalable and Sustainable Processes

    Clear workflows, process mapping, and automation provided a scalable CX solution ready to support future business growth.

Other case studies

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

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
READ THE FULL CASE STUDY
Launching a Fully Integrated CX System for Dr. Sebi’s Cell Food and Shopify

Launching a Fully Integrated CX System for Dr. Sebi’s Cell Food and Shopify

Dr. Sebi’s Cell Food, an e-commerce company selling plant-based supplements, faced decentralized customer inquiries, inefficient workflows, and a lack of integration with Shopify. By implementing a centralized helpdesk system, AI-powered chatbot, automated workflows, and a branded Help Center, we enhanced response times, streamlined operations, and empowered self-service support. Comprehensive training ensured the team could efficiently manage customer interactions and scale operations.
E-commerce
READ THE FULL CASE STUDY
Building a Customer Experience Process from the Ground Up for E-Commerce

Building a Customer Experience Process from the Ground Up for E-Commerce

As a newly established e-commerce company specializing in lightweight, foldable electric wheelchairs, Forcemech had no existing customer experience (CX) systems or defined processes. We conducted a comprehensive business needs assessment and process mapping to identify CX objectives. By implementing a centralized agent workspace, automated workflows, a branded Help Center, an AI-powered chatbot, and a call center with IVR integration, we built their CX framework from scratch.
E-commerce
READ THE FULL CASE STUDY
80-Agents' Seamless transition to Zendesk

80-Agents’ Seamless transition to Zendesk

WoW Vegas, a leading social sweepstakes casino, struggled with inefficient tools, lack of a secure Help Center, and complex team workflows. By transitioning to Zendesk, implementing SSO-secured Help Center access, automating CX workflows, and providing team training, we streamlined operations, improved response times, and enhanced customer experience, ensuring seamless support for their 80-person team.
Gaming and Entertainment
READ THE FULL CASE STUDY