Niteco makes the switch to Zendesk for best-in-class customer service

Niteco’s Helpdesk offerings are receiving an invigorating update this fall as the agency has announced its switch to the industry leading Zendesk platform. The company’s Content Publishing and 24/7 Proactive Response services began using the platform for their work beginning in late September.

The switch to Zendesk brings many additional benefits for Niteco’s customers, among them companies like Electrolux and Avensia:

• Customers receive more detailed information on the progress of their support tickets and tasks.
• Comments and replies are also automatically emailed to people connected to a ticket for real-time updates.
• With the entire support process happening in the Cloud, access will be much quicker and more reliable.
• Improved speed and availability means your tickets will be taken care of even more smoothly.
• Thanks to Zendesk’s frequent updates, you’ll always have the latest version and the latest improvements.
• The built-in reporting capabilities of the Zendesk platform provide deep insights into the handling of tickets.

The decision to use Zendesk was initiated through Niteco’s Continuous Improvement program. Niteco regularly reviews our platforms and services to find new ways to add value to our customers and partners. The selection process assessed several different Helpdesk solutions over a number of months. “We tested the most sophisticated solutions available and came to the conclusion that Zendesk fits our customers’ requirements the best,” said Niteco CEO Pelle Niklasson. “It allows us to provide the best customer service we can while making the experience smooth for our customers as well as our agents.”

“Zendesk’s ticketing system means that our customers don’t need to change any processes in order to receive this streamlined support via Zendesk,” said Tung Nguyen, Niteco Delivery Manager in charge of the switch. “As before, customers send ticket requests to Niteco via email, which automatically creates a ticket for our dedicated team of experienced agents to work on.”

Should you have any questions about this move or if you're interested in Zendesk and Niteco's Helpdesk services, please feel free to contact us.