When SendinBlue launched in 2012, the French market was largely dominated by marketing platforms meant for mature enterprises. SendinBlue envisioned a user-friendly marketing platform intended primarily for SMBs, explained Guillaume Rieu, Head of Customer Care. Once SendinBlue started to multiply their users, they turned to Zendesk for a professional support solution that would integrate their customer interactions. However, at the time, they were using a rigid call center platform to handle their calls.
We started searching for a provider that seamlessly integrated with Zendesk that could be used across teams and that we could easily manage.
“We started searching for a provider that seamlessly integrated with Zendesk that could be used across teams and that we could easily manage,” said Rieu. He began evaluating different call center software solutions and landed on Aircall. “I felt that Aircall had the same spirit as we do. They were a startup too and could understand the difficulties of an SMB,” he explained.
By combining Aircall and Zendesk, SendinBlue was able to enhance their customer service and expand their offices in France, USA and India. In 2015, the agent availability was 25%, yet in 2016, it increased to 75%. SendinBlue customer care is currently available 22 hours a day during the week. “Our goal is to continue improving our agent availability by having customer care lines in every country, and we are counting on Aircall to help us reach it,” said Rieu. The integration of Zendesk and Aircall has other advantages. Today, following up on every customer conversation is straightforward and simple. SendinBlue agents can log in a ticket during or after a call, detailing the conversation so that they can keep track of topics from every call.
Our goal is to continue improving our agent availability by having customer care lines in every country, and we are counting on Aircall to help us reach it
“It makes my job easier as well because I can keep track of follow-ups and the amount of time agents spend on the phone.” The ability for the customer care team to listen to customer voicemails and assign them to the right agent according to the request has improved productivity and satisfaction. Most of all, the combination of Aircall and Zendesk enables SendinBlue to continue to scale internationally. They operate in 80 countries, which means many languages are necessary to provide support.
With Aircall, our customers will be able to reach us anytime they want in any language they want
2017 is the year SendinBlue will offer support in all languages, said Rieu. It will be a major accomplishment, but there is no challenge they won’t be able to overcome. “With Aircall, our customers will be able to reach us anytime they want in any language they want,” Rieu said.
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