Zack Urlocker Gets Hip on Groupon’s Customer Service


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Everyone wants to know how Groupon does it. How it’s managed to acquire more than 25 million subscribers in North America and more than 50 million worldwide in less than three years. How it’s grown to support more than 200 deals a day, when only a year ago it was supporting a handful. How it manages to file a whopping 15,000 support requests each day. Pause. Let that sink in a little bit more. How it fields 15,000 SUPPORT REQUESTS EACH DAY, resolving 50 percent of those tickets in less than four hours, and at the very least, responding to every single ticket in less than 24 hours.

Totally impressive. Really, it’s downright astounding. And for this reason and so many more, we couldn’t be more happy to call Groupon a customer. To know that in some way we’ve helped them become the ubiquitous force that’s disrupting e-commerce and becoming the model for how to do customer support is incredibly satisfying. We have learned a lot from Groupon, and we’d like to think Groupon has also learned from us. And as the company continues to become a model to other organizations on how to offer outstanding support, we are proud to be a resource to those organizations seeking to create a support team as stellar as the one found at Groupon.

So when Forbes writer Tom Taulli approached Zendesk’s own COO, Zack Urlocker, to gain insight into how an organization can provide Groupon-style service, Zack was more than happy to share the following:

Channels: “Enable your customers to communicate on their channels. So with Zendesk, you can use online chat, phone, twitter, Facebook and so on.”

For more on this, read our Guide to Multi-Channel Support or our Guide to Support Your Customers With Twitter.

Love Your Help Desk: Empower your agents to make decisions on the spot. “They are the closest people to the problem. They know how to solve it.”

Measure: True, customer surveys have low response rates. But the problem is that they often have too many questions. So with Zendesk, a survey is only about a thumbs up or thumbs down. “We find that the response rates are between 25% to 30%. This is a great way to identify problems.”

Read more about our Customer Satisfaction Ratings feature here and our GoodData integration that really helps organizations measure their help desk’s performance.

For more on how Groupon does support, check out our white paper where interview Groupon’s director of support Joe Harrow.

Republished with author's permission from original post.

Tiffany Maleshefski
Tiffany Maleshefski is the editor of Zengage and brings more than 10 years of journalism and custom content experience to Zendesk's company blog. Prior to her tenure at Zendesk, she helped manage the custom content arm, where she helped a large number of corporate organizations develop original and innovative content for their company websites. Her work has appeared in eWeek, the San Francisco Examiner, San Francisco Magazine, Plenty, Strings, and Muso, among others.


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