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Tomas V.

Zendesk Expert | Founder of Plement

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

Key Issues

No Existing CX Framework

Forcemech had no customer experience (CX) systems in place as the business was just established.

 

Lack of Expertise

The team had no prior experience in customer service or help desk operations, making it difficult to identify and implement the right solutions.

 

Undefined Processes

There were no established workflows or process mapping for handling customer inquiries.

 

Tool Selection Challenges

Without a clear understanding of their CX needs, it was difficult to determine which help desk tool would best support their operations.

Solutions

Business Needs Assessment and Process Mapping

Conducted a comprehensive assessment of Forcemech’s business needs to identify the CX objectives. Provided guidance to help them understand how Zendesk could address their specific needs.

 

Unified Agent Workspace

A centralized system was implemented to handle all text-based customer inquiries across email, chat, sms, social media, and custom forms.

 

CX Workflow Automations

Automated workflows prioritized urgent inquiries, ensuring timely responses. Notifications, pre-defined templates, and customer satisfaction surveys improved communication and service quality, while collaboration tools streamlined team coordination.

 

Branded Help Center

Developed a branded Help Center to empower customers with self-service options.

 

AI-powered Chatbot
Implemented an AI-powered chatbot to handle common queries, improving response time and reducing the workload for support agents.

 

Call Center with IVR for support and sales teams

Integrated a call center solution with IVR system to manage customer phone calls within the same ticketing system, ensuring a unified support experience.

 

Training for the New Team

Comprehensive training sessions were provided to address the lack of expertise, equipping the newly established team with the skills needed to effectively manage the new systems and processes.

 

Tools used

  • Zendesk Support
  • Zendesk Messaging
  • Zendesk Guide
  • Zendesk Voice / Talk

Timeline

  • Requirements Collection / Implementation / Testing / Onboarding

    3 weeks

Results

  • Streamlined Operations

    Forcemech now operates a centralized CX system, efficiently managing inquiries from email, chat, SMS, social media, and calls within one platform, ensuring consistency.

  • Improved Response Times

    Automated workflows, an AI-powered chatbot, and IVR integration prioritized inquiries and handled common queries, significantly improving response times and reducing agent workload.

  • Enhanced Customer Experience

    The branded Help Center empowered customers with self-service options, minimizing repetitive inquiries and improving satisfaction. Customer satisfaction surveys provided valuable feedback to continually enhance service quality.

  • Increased Team Readiness

    Comprehensive training equipped the newly established team with the skills and confidence to manage systems, implement workflows, and deliver consistent, high-quality customer support.

  • Clear Processes and Scalability

    With process mapping and workflow automations in place, Forcemech established clear and scalable processes, ensuring long-term efficiency and readiness for growth.

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