Additional Services

Own your customer experience

You’ve dedicated energy and resources into meeting your team’s needs today, but how do you ensure your Zendesk implementation continues to match the pace and needs of your business?

Our additional services include assisting customers who may not have in-house resources to maintain Zendesk and stay at the forefront of support team needs. Our Envoy Admins are Zendesk experts available to serve as your dedicated Zendesk Systems Administrator. We can work with you to design a program specifically for your needs.

Training

Envoy consultants have years of Zendesk expertise and are always up to date on the latest product offerings. Sharing Zendesk knowledge with our customers is one of our favorite things to do. While training is included in all of our offerings, we also offer new hire training as well as additional training for both agents and Zendesk administrators to gain full ownership and mastery of their Zendesk solution.

Reporting

With Zendesk implemented, you’ll gain insights into the inner workings of your support organization. Creating reports is a great way to translate these insights to spur action. Envoy consultants have worked with numerous organizations to create reports and our team can translate data into meaningful reporting. We can help you determine which metrics to track and develop custom reports that scale and interpret the results you want to see.

Group Admin

Our team can help with ongoing creation of custom fields, macros, workflows, triggers and automations to support new processes. We can also assist with User, Group, and SLA maintenance.

Further Services

Looking for additional training or support services? We’d love to talk about your needs and help create a customized solution.

“Our Envoy consultant was incredibly responsive and helpful in both her guidance and hands-on work. She truly developed an understanding of our flow and challenges to help us implement (and evolve) Zendesk. I can’t thank her enough for her partnership.”

- Angela Anastaskis, Senior Director of Operations, Nvoicepay

“I never once felt like we were de-prioritized or inferior to our Envoy consultant’s other clients. He was a true partner and this project would have been much less successful if it weren’t for him.”

- Director of Technical Project Management

“Our project with Envoy was the first time our team had encountered change with programs so it was especially intimidating, but Envoy made it a great experience and an easy process.”

- Director of Customer Relations

Customer Success Story

Nvoicepay Improves Customer Experience Faster

As large, complex organizations continue to leverage technology to automate and expedite internal processes, Nvoicepay, a payments processing company for enterprises, has seen significant customer growth in recent years. As customers joined the Nvoicepay platform to automate supplier payments, the Nvoicepay team required a better way to scale customer support. Specifically, the increase in customer call volume became overwhelming for the support team while increasingly complex inquiries required a more efficient way to communicate and share work across disparate internal teams.