Customer & Business Operations · Consumer Electronics
Customer Support & Contact Center
Set up a dedicated support team and ticketing workflow, raising customer satisfaction while lowering average response time.
+22 pts
CSAT
-50%
First response time
Ongoing
The Brief
D2C Electronics Brand needed a partner to move quickly on customer support & contact center without compromising on quality or long-term maintainability. CloudGrips ran the engagement end-to-end, from discovery through production support.
What We Built
- Implemented and integrated Zendesk as part of the delivered solution.
- Implemented and integrated Workforce scheduling as part of the delivered solution.
Phase-by-Phase
001DISCOVER
Scoping & discovery
Mapped current workflows, stakeholders and constraints to define a phased delivery plan.
002BUILD
Build & iterate
Delivered in short iterations with regular stakeholder demos and course-correction.
003DEPLOY
Deploy & support
Rolled out to production with monitoring in place, followed by a stabilization period.
At a Glance
Sector
Consumer Electronics
Capability
Customer & Business Operations
Tech Stack
ZendeskWorkforce scheduling
Illustrative engagement
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