Number of Agents
Tickets per month
Y/Y decrease in First Response Time
Y/Y increase in CSAT
Box was founded on a simple, powerful idea: people should be able to access and share their content from anywhere. Since 2005, Box has helped more than 37 million individuals and 47,000 companies do just that. In fact, more than 50 percent of top Fortune 500 companies trust Box with their content.
Since becoming a customer in July 2011, Zendesk Support has helped scale Box’s customer service through periods of explosive growth and as they’ve expanded channels of support. In a few short years, Box’s User Services team has grown from 17 to 215 agents, now grouped into multiple tiers supporting customers by email, web, phone, live chat, and self-service.
Before implementing Support in September 2011, Box’s support team served their varied client base using a feature-packed but cumbersome Windows-based system. At times, the team felt like they were spending more time supporting the software than anything else. This was clearly problematic because SaaS companies like Box need their tools to make it easier to understand the life cycle and health of customers so that they can, in turn, provide appropriate support treatment.
To that end, Box has a sophisticated customer health score that they import into Support and use to drive many of their business rules. “Leveraging the Zendesk API in this way was incredibly simple,” said Jon Herstein, Senior Vice President of Customer Success, “and the result has been powerful.”
Box created a custom app that provides agents with visual cues based on the health score. It’s a nuanced way of calling attention to tickets that need immediate attention and makes it easy for an agent at any tier level to differentiate between, for example, a highly technical admin and a new user from the same company.
Herstein and the teams under him—Customer Success, User Services (support), and their implementation team—are passionate advocates for Box’s customers. “We have the responsibility to bring the voice of the customer into the organization and force the organization to respond to it,” Herstein said.
Box used the data derived from Support (and the many systems they’ve integrated) to improve both the user experience and the business. One example of this is the way they regularly share customer-reported issues to the product team, helping to increase customer empathy throughout the organization.
They also bring their customers into the office for monthly company-wide lunches. “We have our customers come in, stand in front of the company, and tell us what they like and don’t like,” Herstein shared. “In the room you’ve got the engineers, the product managers, everyone hearing directly from a customer. The more we can do that—and remind people that this is what it’s actually about—the better off we are as a company.”
Zendesk Support has helped scale Box’s customer service through periods of explosive growth and as they’ve expanded channels of support.
This focus on the customer has paid handsomely in customer satisfaction dividends. Immediately after switching to Support back in 2011, the team saved 20-30 seconds per ticket and saw a 15-20 percent spike in satisfaction. Their CSAT has continued to climb ever since. Between February 2014 and February 2015, Box realized another 7 percent increase, and in the same span of time also saw a 20 percent decrease in first response time.
Box sees these continual gains because they review and scale their support practices in step with the company’s growth and current product offerings. “You have to innovate around the edges and constantly refine the offerings that you have,” Herstein said.
In the three years since Herstein joined Box, they’ve had to uplevel their service for big power players (literally, General Electric), as well as scale down support for their base of small business customers.
Over the years, Box has partnered with Zendesk’s Customer Success team for ongoing business reviews, support guidance, professional services, and more. They’re building real-time dashboards and integrate with a host of other cloud-based services including MailChimp and Salesforce. They also use the Select an Address app and the Zendesk Prioritizer Chrome extension.
Additionally, their Customer Advisory team, which began as an experiment and is now a fixture in the organization, looks at groups of customers for a month at a time and then tweaks, refines, and tracks the support, services, and resources Box offers. “We’re always thinking about how we can maximize the experience for our customers,” Herstein said. “The customer shouldn’t care who in the organization they’re talking to. They should just get the help they need.”
“When I think about great service, it’s about how you take every interaction you have with a customer and use that as a way to improve their perception of your organization.”