Building a better customer experience through self-service

By Andrew Gori

Published October 8, 2015
Last modified October 8, 2015

Any company that deals with physical goods needs a way to manage their inventory. TradeGecko is a best-in-class SaaS solution for that often painful and non-sexy part of a business. In fact, they look to make inventory and order management for retailers and wholesalers effortless. With powerful inventory reporting, TradeGecko also helps companies make data-driven decisions and frees them up to focus on the things they’re passionate about.

For TradeGecko, one of those things is customer service. They want to make sure their customers have a great experience and are always getting the most out of their product. It’s why they chose Zendesk, in part so that they could offer a robust and thriving Knowledge Base with articles that address a broad spectrum of technical expertise.

As stated beneath their Knowledge Base’s search bar, 87 percent of their users found that a quick search solved their issue.

TradeGecko Help Center
Customer support at TradeGecko: always improving
TradeGecko offers 24/7 support and provides service by email, phone, live chat, as well as community-based support through their help center. Suresh Kumar is head of support and leads a lean and growing team of eight. For Suresh’s team, improving support is an ongoing process. Every two months, TradeGecko’s support team identifies the top five questions asked and creates macros to quickly address them. Additionally, the documentation and support teams meet regularly with engineering to better understand the product and ensure they are providing customers with the most accurate and helpful information.

TradeGecko understands the importance of providing high-quality self-service options to its customers, especially early on in the customer’s use of the product. In the early stages of customer onboarding, TradeGecko categorizes its customers according to their level of technical expertise and provides them with information specific to the user’s capabilities. This helps set them up for success, improving the customer experience and minimizing the need for live support down the road.

“Our best case scenario is that no support is needed,” Suresh said, “that the product will keep improving and be intuitive and well-documented. We help with this because we collate customer feedback and when we see a consistent need, it’s added to our feature roadmap.”

Live sales chat with Zendesk Chat
For their live chat channel, TradeGecko uses Zendesk Chat—but not just for support. When customers click on the embedded chat widget from either the Knowledge Base or pricing page, they have the option of chatting with either support or sales. And TradeGecko has found, actually, that Chat is most powerful for them when used as a sales tool. More than half their live chats are from prospects who aren’t yet familiar with their product.

Suresh commented, “We like that Zendesk Chat is intuitive and immediate. The visualization feature allows sales agents to see where customers are coming from and also to understand what problems customers are facing. If a customer is looking through all the pages, maybe he’s lost. Or maybe it’s a competitor trying to check out all the features.”

Ultimately, live chat allows the sales team to build relationships in real time and ensure that potential customers get the information they need. A direct benefit of Chat is now many of these conversations convert into sales leads.

Interested in building your own branded knowledge base? Learn more about providing great self-service with Zendesk Guide