Key Success Outcomes
Here's where Social Tables saw the most impact.
Saved at least 3 hours per week
Reduced time to close Support tickets by 7 minutes
Improved customer satisfaction
Avoided confusion and miscommunication
The Challenge
Social Tables is a collaborative event software used by event planners and properties that have been used to plan over 2 million events. Every customer has their own set of unique event diagrams, and customers occasionally have questions about them. Their Customer Support team always stays on their feet to answer questions.
Social Tables’ Support team has a video library to answer customers’ questions. The challenge is to give a customized answer based on each customer’s unique event plan. And to provide the best solution as quickly as possible, the team can close Support tickets promptly.
“It’s better if they can see a video while showing them how to use our software. It just saves so many steps.”
– Caty Black, Customer Care Team Lead
The Zight Solution
The Support team uses Zight to send personalized screen recordings and videos. “It’s better if they can see a video about their event while showing them how to use the software. It also makes them feel special and heard. It just saves so many steps,” explains Caty Black, Customer Care Team Lead. Talk about saving steps; before Zight, the team would have to go through a lengthy process to send a heavy exported file to their customers. They had to go into Salesforce, create a case, draft the email, and then send the draft with the exported file.
Now with Zight, they drag and drop the file directly onto the app. A short link is automatically copied to their clipboard and ready to paste straight into their chat.
And when it’s time to report a bug? They create a ticket in Jira and send it to QA & Engineering. With the Zight integration in Jira, adding images and video to a ticket to explain a bug takes only seconds. “I love the Jira integration since this saves about 3,000 steps for me when doing bug reporting,” adds Caty.
The Results
Zight reduces frustration on both sides. It’s easier for customers to understand the answer since the video demos their own tool.
The Customer Support team avoids confusion, miscommunication, and unnecessary back-and-forth. They can close support tickets faster while improving customer satisfaction at the same time.
“We try to have a 13-second response time which includes saying hello and resolving issues within the first 100 words said. Before, we had to create an entire new Salesforce case, and now I’d say it only takes us as long as it takes to capture the image (a few seconds),” adds Caty.
