Mortgage document preparation vendor International Document Services Inc. (IDS) recently converted its customer service platform to ZenDesk.
The move is designed to better serve IDS customers and help the firm maintain its commitment to responding to all customer inquiries and requests effectively and efficiently.
“Responsive customer service has been a cornerstone of the IDS brand since its inception, and as a company, we’re always looking for ways to improve the customer experience and ensure we are addressing all incoming customer communications in a timely manner,” says Mark Mackey, vice president and general manager of IDS, in a release.
ZenDesk Support provides IDS a simple system for tracking, prioritizing and solving customer support tickets.
By keeping all customer support interactions in one place, communication is seamless, personal and efficient, aiding in customer service productivity and customer satisfaction.
In addition, ZenDesk supports easy collaboration between the IDS client support team and other internal departments on the same ticket to address complex support issues.
The simplified dashboard also allows customers to easily submit and track help tickets.
“Not only is this move good for our internal team, but it also provides our customers with a portal that allows them to more clearly see what is happening with their support request, thus providing additional assurances that the IDS team is on the case,” Mackey adds.