I love how Zendesk is able to integrate with multiple platforms, and I think that is the best thing about it because we are not limited to just Zendesk's standalone functionality. Zendesk has the ability to integrate with a plethora of platforms, which allows for the capabilities of Zendesk to go beyond the general open a ticket and close a ticket functionality. It is able to bring in the integrations of our company and other platforms that we use into Zendesk and provide a one-stop-shop resource for us as a whole. Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed. The turnaround time of ticket resolution has decreased, which has also helped productivity to increase. It has also helped our first call or first ticket resolution numbers to increase because due to Zendesk's integration abilities, the information is right there at the agent's fingertips. They are able to be more informed and able to educate the customer more effectively so that the customer and agent are able to work hand-in-hand to over-educate the customer so they are not having to come back with repeated exchanges where a ticket stays open longer. We are achieving more first call resolution or first ticket resolution, and the agent's increased productivity allows them to spend more time on the more severe tickets that may truly require more attention and time. With Zendesk's integration capabilities, the low-hanging fruit tickets are able to be answered via the resource tools as agents are able to click that dropdown, plug in the information, and send the reply. This has definitely enhanced productivity time, decreased the ticket open time, helped us achieve a faster response time for ticket completion, and increased our customer and consumer-based satisfaction scores. Definitely time has been saved. Before Zendesk, the lifespan of a ticket would be approximately five business days. After Zendesk, the lifespan of a ticket from open to resolution is now about 27 hours, and for a complex ticket that does not have to be escalated. This is a huge improvement and is due to Zendesk being a one-stop shop and allowing for all the integrated tool options to be that one-stop resource that allows the representative to be informed and to further over-educate the customer. Productivity for the agent has gone from about 30% to about 82% on average for an everyday basis because they are more productive with their work as they are in the ticket doing the actual work itself.
