December 13, 2018

The Challenge

Resort Sitters, a budding babysitting placement agency for vacationing families in Colorado and Utah, was first launched as a side gig by its owners. Early on, their small team was managing all babysitting requests using Gmail, which was frustrating and time-consuming. They were often missing information because of too many back and forth email exchanges with clients. This cost them bookings because they just couldn’t communicate fast enough or deliver a smooth customer experience. They needed a better way to connect with clients and knew Zendesk was the answer.

The Approach

Although they were familiar with the benefits of Zendesk, the Resort Sitters team needed a partner to guide them through implementation. They worked with Envoy on developing a custom Zendesk solution to manage sitter and reservation requests. Triggers were organized and customizable with timely automated responses, ensuring that clients immediately know that their requests were received and when to expect a response. Envoy provided recommendations to improve processes and helped to deploy software that would modernize their business.

Value Delivered

Resort Sitters is now able to secure clients and grow it’s business faster. Their new tool allows them to operate using professional processes to more quickly engage with their clients. They have improved the customer experience, had a 17% jump in client requests in one year and hired their first employees, including a reservation request agent, focused on processing all the additional tickets. Their micro-business has also expanded from three locations to six after the Zendesk implementation.