{"global":{"lastError":{},"locale":"en","locales":{"data":[{"id":"de","name":"Deutsch"},{"id":"en","name":"English"}],"loading":false,"error":false},"currency":{"id":49,"name":"EUR"},"currencies":{"data":[{"id":49,"name":"EUR"},{"id":124,"name":"RUB"},{"id":153,"name":"UAH"},{"id":155,"name":"USD"}],"loading":false,"error":false},"translations":{"implementations":{"categories":{"en":"Categories","ru":"Категории","_type":"localeString"},"more":{"ru":"Узнать больше","_type":"localeString","en":"Learn more"},"sort-title-asc":{"_type":"localeString","en":"From A to Z","ru":"От А до Я"},"sort-title-desc":{"ru":"от Я до А","_type":"localeString","en":"From Z to A"},"sort-rating-asc":{"ru":"По возрастанию рейтинга","_type":"localeString","en":"Rating ascending"},"sort-rating-desc":{"en":"Rating descending","ru":"По убыванию рейтинга","_type":"localeString"},"sort-discount-asc":{"ru":"По возрастанию скидки","_type":"localeString","en":"Rebate ascending"},"sort-discount-desc":{"ru":"По убыванию скидки","_type":"localeString","en":"Rebate descending"},"user":{"ru":"Пользователь","_type":"localeString","en":"User"},"vendor":{"ru":"Производитель","_type":"localeString","en":"Vendor"},"supplier":{"en":"Supplier","ru":"Поставщик","_type":"localeString"},"status":{"en":"Status","ru":"Статус","_type":"localeString"},"product":{"ru":"Продукт","_type":"localeString","en":"Product"},"no-results":{"en":"No results found. We didn't find any results with the filter you selected.","ru":"По вашему запросу ничего не найдено, попробуйте изменить запрос.","_type":"localeString"},"with-reference":{"ru":"С референсом","_type":"localeString","en":"With reference"},"items-found":{"_type":"localeString","en":"Deployments found","ru":"Внедрений найдено"},"canceled":{"_type":"localeString","en":"Canceled","ru":"Отменено"},"deal-canceled":{"ru":"Сделка отменена","_type":"localeString","en":"Deal canceled"},"deal-closed":{"_type":"localeString","en":"Deal closed","ru":"Сделка закрыта"},"deal-in-progress":{"en":"Deal in progress","ru":"Сделка в процессе","_type":"localeString"},"deal-is-planned":{"en":"Deal is planned","ru":"Сделка планируется","_type":"localeString"},"finished":{"en":"Finished","ru":"Завершено","_type":"localeString"},"in-process":{"ru":"Ведется","_type":"localeString","en":"In Process"},"planned":{"ru":"Планируется","_type":"localeString","en":"Planned"},"proof-of-concept":{"_type":"localeString","en":"Proof of concept","ru":"Пилотный проект"},"stopped":{"ru":"Остановлено","_type":"localeString","en":"Stopped"},"date":{"ru":"Дата внедрения","_type":"localeString","en":"Deployment date"},"roi":{"ru":"ROI","_type":"localeString","en":"ROI"},"implementations-fetching-error":{"en":"An error has occurred. Please reload the page.","ru":"Произошла ошибка. Перезагрузите пожалуйста страницу.","_type":"localeString"}},"header":{"help":{"de":"Hilfe","ru":"Помощь","_type":"localeString","en":"Help"},"how":{"en":"How does it works","de":"Wie funktioniert es","ru":"Как это работает","_type":"localeString"},"login":{"en":"Log in","de":"Einloggen","ru":"Вход","_type":"localeString"},"logout":{"en":"Sign out","ru":"Выйти","_type":"localeString"},"faq":{"de":"FAQ","ru":"FAQ","_type":"localeString","en":"FAQ"},"references":{"de":"References","ru":"Мои запросы","_type":"localeString","en":"Requests"},"solutions":{"en":"Solutions","ru":"Возможности","_type":"localeString"},"find-it-product":{"en":"Selection and comparison of IT product","ru":"Подбор и сравнение ИТ продукта","_type":"localeString"},"autoconfigurator":{"ru":"Калькулятор цены","_type":"localeString","en":" Price calculator"},"comparison-matrix":{"ru":"Матрица сравнения","_type":"localeString","en":"Comparison Matrix"},"roi-calculators":{"_type":"localeString","en":"ROI calculators","ru":"ROI калькуляторы"},"b4r":{"ru":"Бонус за референс","_type":"localeString","en":"Bonus for reference"},"business-booster":{"ru":"Развитие бизнеса","_type":"localeString","en":"Business boosting"},"catalogs":{"_type":"localeString","en":"Catalogs","ru":"Каталоги"},"products":{"en":"Products","ru":"Продукты","_type":"localeString"},"implementations":{"en":"Deployments","ru":"Внедрения","_type":"localeString"},"companies":{"_type":"localeString","en":"Companies","ru":"Компании"},"categories":{"en":"Categories","ru":"Категории","_type":"localeString"},"for-suppliers":{"ru":"Поставщикам","_type":"localeString","en":"For suppliers"},"blog":{"en":"Blog","ru":"Блог","_type":"localeString"},"agreements":{"ru":"Сделки","_type":"localeString","en":"Deals"},"my-account":{"ru":"Мой кабинет","_type":"localeString","en":"My account"},"register":{"ru":"Зарегистрироваться","_type":"localeString","en":"Register"},"comparison-deletion":{"ru":"Удаление","_type":"localeString","en":"Deletion"},"comparison-confirm":{"ru":"Подтвердите удаление","_type":"localeString","en":"Are you sure you want to delete"},"search-placeholder":{"_type":"localeString","en":"Enter your search term","ru":"Введите поисковый запрос"},"my-profile":{"_type":"localeString","en":"My profile","ru":"Мои данные"},"about":{"_type":"localeString","en":"About Us"},"it_catalogs":{"_type":"localeString","en":"IT catalogs"},"roi4presenter":{"_type":"localeString","en":"Roi4Presenter"},"roi4webinar":{"_type":"localeString","en":"Roi4Webinar"},"sub_it_catalogs":{"_type":"localeString","en":"Find IT product"},"sub_b4reference":{"en":"Get reference from user","_type":"localeString"},"sub_roi4presenter":{"_type":"localeString","en":"Make online presentations"},"sub_roi4webinar":{"_type":"localeString","en":"Create an avatar for the event"},"catalogs_new":{"en":"Products","_type":"localeString"},"b4reference":{"_type":"localeString","en":"Bonus4Reference"},"it_products":{"_type":"localeString","en":"Find and compare IT products"},"it_implementations":{"en":"Learn implementation reviews","_type":"localeString"},"it_companies":{"_type":"localeString","en":"Find vendor and company-supplier"},"it_categories":{"_type":"localeString","en":"Explore IT products by category"},"it_our_products":{"en":"Our Products","_type":"localeString"},"it_it_catalogs":{"en":"IT catalogs","_type":"localeString"}},"footer":{"copyright":{"ru":"Все права защищены","_type":"localeString","en":"All rights reserved","de":"Alle rechte vorbehalten"},"company":{"ru":"О компании","_type":"localeString","en":"My Company","de":"Über die Firma"},"about":{"_type":"localeString","en":"About us","de":"Über uns","ru":"О нас"},"infocenter":{"ru":"Инфоцентр","_type":"localeString","en":"Infocenter","de":"Infocenter"},"tariffs":{"de":"Tarife","ru":"Тарифы","_type":"localeString","en":"Subscriptions"},"contact":{"_type":"localeString","en":"Contact us","de":"Kontaktiere uns","ru":"Связаться с нами"},"marketplace":{"en":"Marketplace","de":"Marketplace","ru":"Marketplace","_type":"localeString"},"products":{"en":"Products","de":"Produkte","ru":"Продукты","_type":"localeString"},"compare":{"_type":"localeString","en":"Pick and compare","de":"Wähle und vergleiche","ru":"Подобрать и сравнить"},"calculate":{"de":"Kosten berechnen","ru":"Расчитать стоимость","_type":"localeString","en":"Calculate the cost"},"get_bonus":{"ru":"Бонус за референс","_type":"localeString","en":"Bonus for reference","de":"Holen Sie sich einen Rabatt"},"salestools":{"_type":"localeString","en":"Salestools","de":"Salestools","ru":"Salestools"},"automatization":{"en":"Settlement Automation","de":"Abwicklungsautomatisierung","ru":"Автоматизация расчетов","_type":"localeString"},"roi_calcs":{"de":"ROI-Rechner","ru":"ROI калькуляторы","_type":"localeString","en":"ROI calculators"},"matrix":{"en":"Comparison matrix","de":"Vergleichsmatrix","ru":"Матрица сравнения","_type":"localeString"},"b4r":{"ru":"Rebate 4 Reference","_type":"localeString","en":"Rebate 4 Reference","de":"Rebate 4 Reference"},"our_social":{"en":"Our social networks","de":"Unsere sozialen Netzwerke","ru":"Наши социальные сети","_type":"localeString"},"subscribe":{"de":"Melden Sie sich für den Newsletter an","ru":"Подпишитесь на рассылку","_type":"localeString","en":"Subscribe to newsletter"},"subscribe_info":{"ru":"и узнавайте первыми об акциях, новых возможностях и свежих обзорах софта","_type":"localeString","en":"and be the first to know about promotions, new features and recent software reviews"},"policy":{"en":"Privacy Policy","ru":"Политика конфиденциальности","_type":"localeString"},"user_agreement":{"_type":"localeString","en":"Agreement","ru":"Пользовательское соглашение "},"solutions":{"en":"Solutions","ru":"Возможности","_type":"localeString"},"find":{"en":"Selection and comparison of IT product","ru":"Подбор и сравнение ИТ продукта","_type":"localeString"},"quote":{"en":"Price calculator","ru":"Калькулятор цены","_type":"localeString"},"boosting":{"ru":"Развитие бизнеса","_type":"localeString","en":"Business boosting"},"4vendors":{"ru":"поставщикам","_type":"localeString","en":"4 vendors"},"blog":{"en":"blog","ru":"блог","_type":"localeString"},"pay4content":{"en":"we pay for content","ru":"платим за контент","_type":"localeString"},"categories":{"en":"categories","ru":"категории","_type":"localeString"},"showForm":{"en":"Show form","ru":"Показать форму","_type":"localeString"},"subscribe__title":{"en":"We send a digest of actual news from the IT world once in a month!","ru":"Раз в месяц мы отправляем дайджест актуальных новостей ИТ мира!","_type":"localeString"},"subscribe__email-label":{"ru":"Email","_type":"localeString","en":"Email"},"subscribe__name-label":{"ru":"Имя","_type":"localeString","en":"Name"},"subscribe__required-message":{"en":"This field is required","ru":"Это поле обязательное","_type":"localeString"},"subscribe__notify-label":{"ru":"Да, пожалуйста уведомляйте меня о новостях, событиях и предложениях","_type":"localeString","en":"Yes, please, notify me about news, events and propositions"},"subscribe__agree-label":{"ru":"Подписываясь на рассылку, вы соглашаетесь с %TERMS% и %POLICY% и даете согласие на использование файлов cookie и передачу своих персональных данных*","_type":"localeString","en":"By subscribing to the newsletter, you agree to the %TERMS% and %POLICY% and agree to the use of cookies and the transfer of your personal data"},"subscribe__submit-label":{"en":"Subscribe","ru":"Подписаться","_type":"localeString"},"subscribe__email-message":{"ru":"Пожалуйста, введите корректный адрес электронной почты","_type":"localeString","en":"Please, enter the valid email"},"subscribe__email-placeholder":{"ru":"username@gmail.com","_type":"localeString","en":"username@gmail.com"},"subscribe__name-placeholder":{"_type":"localeString","en":"Last, first name","ru":"Имя Фамилия"},"subscribe__success":{"en":"You are successfully subscribed! Check you mailbox.","ru":"Вы успешно подписаны на рассылку. Проверьте свой почтовый ящик.","_type":"localeString"},"subscribe__error":{"en":"Subscription is unsuccessful. Please, try again later.","ru":"Не удалось оформить подписку. Пожалуйста, попробуйте позднее.","_type":"localeString"},"roi4presenter":{"en":"Roi4Presenter","de":"roi4presenter","ru":"roi4presenter","_type":"localeString"},"it_catalogs":{"_type":"localeString","en":"IT catalogs"},"roi4webinar":{"_type":"localeString","en":"Pitch Avatar"},"b4reference":{"_type":"localeString","en":"Bonus4Reference"}},"breadcrumbs":{"home":{"ru":"Главная","_type":"localeString","en":"Home"},"companies":{"ru":"Компании","_type":"localeString","en":"Companies"},"products":{"ru":"Продукты","_type":"localeString","en":"Products"},"implementations":{"ru":"Внедрения","_type":"localeString","en":"Deployments"},"login":{"ru":"Вход","_type":"localeString","en":"Login"},"registration":{"ru":"Регистрация","_type":"localeString","en":"Registration"},"b2b-platform":{"ru":"Портал для покупателей, поставщиков и производителей ИТ","_type":"localeString","en":"B2B platform for IT buyers, vendors and suppliers"}},"comment-form":{"title":{"en":"Leave comment","ru":"Оставить комментарий","_type":"localeString"},"firstname":{"ru":"Имя","_type":"localeString","en":"First name"},"lastname":{"ru":"Фамилия","_type":"localeString","en":"Last name"},"company":{"ru":"Компания","_type":"localeString","en":"Company name"},"position":{"en":"Position","ru":"Должность","_type":"localeString"},"actual-cost":{"ru":"Фактическая стоимость","_type":"localeString","en":"Actual cost"},"received-roi":{"en":"Received ROI","ru":"Полученный ROI","_type":"localeString"},"saving-type":{"ru":"Тип экономии","_type":"localeString","en":"Saving type"},"comment":{"en":"Comment","ru":"Комментарий","_type":"localeString"},"your-rate":{"en":"Your rate","ru":"Ваша оценка","_type":"localeString"},"i-agree":{"ru":"Я согласен","_type":"localeString","en":"I agree"},"terms-of-use":{"ru":"С пользовательским соглашением и политикой конфиденциальности","_type":"localeString","en":"With user agreement and privacy policy"},"send":{"ru":"Отправить","_type":"localeString","en":"Send"},"required-message":{"_type":"localeString","en":"{NAME} is required filed","ru":"{NAME} - это обязательное поле"}},"maintenance":{"title":{"ru":"На сайте проводятся технические работы","_type":"localeString","en":"Site under maintenance"},"message":{"ru":"Спасибо за ваше понимание","_type":"localeString","en":"Thank you for your understanding"}},"filters":{"from":{"ru":"от","_type":"localeString","en":"from"},"to":{"_type":"localeString","en":"to","ru":"до"},"filter-price-title":{"_type":"localeString","en":"Filter by price","ru":"Фильтр по цене"},"view-type-label":{"en":"View","ru":"Вид","_type":"localeString"},"sort-type-label":{"ru":"Сортировка","_type":"localeString","en":"Sorting"},"category":{"_type":"localeString","en":"Category","ru":"Категория"},"follow":{"en":"Follow","ru":"Следить","_type":"localeString"},"add-product":{"ru":"Добавить продукт","_type":"localeString","en":"Add Product"},"show-all":{"en":"Show all","ru":"Показать все","_type":"localeString"},"filter-toggle":{"_type":"localeString","en":"Filter","ru":"Фильтр"},"clear-button":{"en":"Сlear","ru":"Очистить","_type":"localeString"},"delivery-type-field":{"_type":"localeString","en":"Delivery type","ru":"Тип поставки"},"product-categories-field":{"en":"product categories","ru":"категориz продуктаhjle","_type":"localeString"},"providers-field":{"ru":"Поставщик, производитель","_type":"localeString","en":"Providers"},"business-tasks-field":{"_type":"localeString","en":"Business tasks","ru":"Бизнес задачи"},"problems-field":{"ru":"Проблемы","_type":"localeString","en":"Problems"},"with-discounts-checkbox":{"ru":"Со скидками","_type":"localeString","en":"With discounts"},"expert-price-checkbox":{"en":"Configurator","ru":"Конфигуратор","_type":"localeString"},"roi-calculator-checkbox":{"_type":"localeString","en":"ROI-calculator","ru":"ROI-калькулятор"},"apply-filter-button":{"_type":"localeString","en":"Apply filter","ru":"Применить фильтр"},"sorting-toggle":{"en":"Sorting","ru":"Сортировка","_type":"localeString"},"show-all-button":{"en":"Show all","ru":"Показать все","_type":"localeString"},"suggest-product-button":{"ru":"Предложить продукт","_type":"localeString","en":"Suggest product"},"with-projects-label":{"ru":"С внедрениями","_type":"localeString","en":"With deployments"},"bonus-4-reference":{"en":"Bonus 4 Reference","ru":"Бонус за референс","_type":"localeString"},"product-categories":{"en":"Product Categories","ru":"Категории продуктов","_type":"localeString"},"countries":{"ru":"Страны","_type":"localeString","en":"Countries"},"seller":{"en":"Seller","ru":"Продавец","_type":"localeString"},"vendors":{"_type":"localeString","en":"User products vendors","ru":"Производители продуктов пользователя"},"suppliers":{"_type":"localeString","en":"User suppliers","ru":"Поставщики пользователя"},"business-process":{"en":"Problems","ru":"Проблемы","_type":"localeString"},"business-objectives":{"en":"Business tasks","ru":"Бизнес задачи","_type":"localeString"},"branch":{"_type":"localeString","en":" Branch","ru":"Отрасль"},"users":{"en":"Users","ru":"Пользователи","_type":"localeString"},"status":{"ru":"Статус","_type":"localeString","en":"Status"},"info-source":{"_type":"localeString","en":"Info source","ru":"Информационный ресурс"},"with-reference-checkbox":{"_type":"localeString","en":"With reference","ru":"С референсами"},"show-deal-checkbox":{"ru":"Показывать сделки с noname","_type":"localeString","en":"Show deal with noname"},"roi-checkbox":{"ru":"ROI","_type":"localeString","en":"ROI"},"problems":{"ru":"Проблемы","_type":"localeString","en":"Problems"},"find":{"_type":"localeString","en":"Find","ru":"Выполнить поиск"},"deal-date":{"ru":"Дата","_type":"localeString","en":"Date"},"try-button":{"ru":"Попробовать AI (Beta)","_type":"localeString","en":"Try AI (Beta)"},"hide":{"en":"Hide","ru":"Скрыть","_type":"localeString"},"company-size":{"_type":"localeString","en":"Company size","ru":"Размер компании"},"add-company":{"ru":"Добавить компанию","_type":"localeString","en":"Add company"},"add-implementation":{"en":"Add deployment","ru":"Добавить внедрение","_type":"localeString"},"sort-title-asc":{"ru":"От А до Я","_type":"localeString","en":"From A to Z"},"sort-title-desc":{"en":"From Z to A","ru":"От Я до А","_type":"localeString"},"sellers-field":{"en":"Sellers","ru":"Поставщики, Производители","_type":"localeString"},"supply-types":{"en":"Supply type","ru":"Тип поставки","_type":"localeString"},"with-comments-checkbox":{"_type":"localeString","en":"With comments","ru":"С комментариями"},"supplier":{"_type":"localeString","en":"Supplier","ru":"Поставщик"},"vendor":{"ru":"Производитель","_type":"localeString","en":"Vendor"},"user":{"_type":"localeString","en":"User","ru":"Пользователь"},"company-type":{"ru":"Тип компании","_type":"localeString","en":"Company type"},"partners-field":{"ru":" Партнеры","_type":"localeString","en":"Partners"},"customers":{"en":"Customers","ru":"Покупатели","_type":"localeString"},"product-supplier":{"ru":"Поставщик продукта","_type":"localeString","en":"Product supplier"},"product-vendor":{"ru":"Производитель продукта","_type":"localeString","en":"Product vendor"},"implementation-date":{"ru":"Дата внедрения","_type":"localeString","en":"Deployment date"},"canceled":{"ru":"Отменено","_type":"localeString","en":"Canceled"},"deal-canceled":{"ru":"Сделка отменена","_type":"localeString","en":"Deal canceled"},"deal-closed":{"ru":"Сделка закрыта","_type":"localeString","en":"Deal closed"},"deal-in-progress":{"ru":"Сделка в процессе","_type":"localeString","en":"Deal in progress"},"deal-is-planned":{"ru":"Сделка планируется","_type":"localeString","en":"Deal is planned"},"finished":{"ru":"Завершено","_type":"localeString","en":"Finished"},"in-process":{"en":"In Process","ru":"Ведется","_type":"localeString"},"planned":{"_type":"localeString","en":"Planned","ru":"Планируется"},"proof-of-concept":{"ru":"Пилотный проект","_type":"localeString","en":"Proof of concept"},"stopped":{"ru":"Остановлено","_type":"localeString","en":"Stopped"},"competencies":{"en":"Competencies","ru":"Компетенции","_type":"localeString"}}},"translationsStatus":{"implementations":"success","filters":"success"},"sections":{"implementations-text-block":{"label":"catalog-implementations-text-block","body":{"en":[{"_type":"block","style":"normal","_key":"0e40f9075bd0","markDefs":[],"children":[{"_type":"span","marks":[],"text":"The ROI4CIO Deployment Catalog is a database of software, hardware, and IT service implementations. Find implementations by vendor, supplier, user, business tasks, problems, status, filter by the presence of ROI and reference.","_key":"0e40f9075bd00"}]}],"ru":[{"children":[{"marks":[],"text":"Каталог внедрений ROI4CIO - это база данных о внедрениях программного обеспечения, оборудования и ИТ-услуг. Находите внедрения по вендору, поставщику, пользователю, бизнес-задачам, проблемам, статусу, фильтруйте по наличию ROI и референса.","_key":"1435aa0421110","_type":"span"}],"_type":"block","style":"normal","_key":"1435aa042111","markDefs":[]}],"_type":"localeBlock"}}},"sectionsStatus":{"implementations-text-block":"success"},"pageMetaData":{"implementations":{"meta":[{"name":"og:image","content":"https://roi4cio.com/fileadmin/templates/roi4cio/image/roi4cio-logobig.jpg"},{"name":"og:type","content":"website"}],"translatable_meta":[{"name":"og:title","translations":{"ru":"Внедрения","_type":"localeString","en":"Deployments"}},{"name":"og:description","translations":{"en":"Implementations","ru":"Каталог внедрений различных видов программного обеспечения, ИТ проектов. Результаты внедрений ИТ, результаты, референсы, ROI","_type":"localeString"}},{"name":"title","translations":{"_type":"localeString","en":"Implementations","ru":"Внедрения"}},{"translations":{"ru":"Описание внедрений","_type":"localeString","en":"Implementations description"},"name":"description"},{"translations":{"en":"Implementations keywords","ru":"Внедрения ключевые слова","_type":"localeString"},"name":"keywords"}],"title":{"ru":"ROI4CIO: Внедрения","_type":"localeString","en":"ROI4CIO: Implementations"}}},"pageMetaDataStatus":{"implementations":"success"},"subscribeInProgress":false,"subscribeError":false},"auth":{"inProgress":false,"error":false,"checked":true,"initialized":false,"user":{},"role":null,"expires":null},"products":{"productsByAlias":{},"aliases":{},"links":{},"meta":{},"loading":false,"error":null,"useProductLoading":false,"sellProductLoading":false,"templatesById":{},"comparisonByTemplateId":{}},"filters":{"filterCriterias":{"loading":false,"error":null,"data":{"price":{"min":0,"max":6000},"users":{"loading":false,"error":null,"ids":[],"values":{}},"suppliers":{"loading":false,"error":null,"ids":[],"values":{}},"vendors":{"loading":false,"error":null,"ids":[],"values":{}},"roles":{"id":200,"title":"Roles","values":{"1":{"id":1,"title":"User","translationKey":"user"},"2":{"id":2,"title":"Supplier","translationKey":"supplier"},"3":{"id":3,"title":"Vendor","translationKey":"vendor"}}},"categories":{"flat":[],"tree":[]},"countries":{"loading":false,"error":null,"ids":[],"values":{}}}},"showAIFilter":false},"companies":{"companiesByAlias":{},"aliases":{},"links":{},"meta":{},"loading":false,"error":null},"implementations":{"implementationsByAlias":{"zendesk-chat-zendesk-support-dlja-uber":{"id":383,"title":"Zendesk Chat, Zendesk Support for Uber","description":"Very few companies have seen the kind of success that turns their name into a verb. There’s Google, of course, and there’s Uber.\r\n\r\nSince its founding in 2009, Uber has managed to transform transportation and offer all of us safe, affordable rides at the push of a button. Uber now operates in more than 450 cities and 76 countries, connecting people with other people, utilizing a locale’s resources—good drivers, car owners—to serve a community’s transportation needs.\r\n\r\nBehind the wheel, so to speak, is a complex support ecosystem that keeps the rider and driver experience running smoothly as the company grows. Uber has expanded rapidly around the globe to more than 450 cities, and launched additional products like UberEATS, UberRUSH, and Uber for Business. Uber’s operations are complex and highly customer facing, which has required constant flexibility to adjust to customer needs.\r\n\r\nTo serve riders and driver-partners, Uber chose Zendesk Support from the very beginning, at a time when customer service was handled by each individual city team. As an agile, cloud-based tool, Zendesk Support was easy to deploy for teams as new cities launched.\r\n\r\n“Uber’s journey with Zendesk began as we signed up off-the-shelf back in 2010—it scaled with us through millions of trips and support contacts per week,” said Michael York, Product Manager for Uber’s Customer Obsession team, which handles all externally-facing support for riders, drivers, and now, eaters.\r\n\r\nIn fact, years ago, both York and his colleague Michael Mizrahi, of the Community Operations team, worked in Zendesk Support as agents—York from Los Angeles and Mizrahi from New York. They experienced first-hand the ease with which new agents and cities could get up to speed, and how the tool was able to keep pace with the company’s exponential growth.\r\n\r\nWith growth comes change. Over the course of two to three years, Uber’s support team grew from a couple dozen city team members handling support to more than 1,000 dedicated agents, and the time came for the company to centralize customer service into a single, global, multi-lingual, multi-tiered, multi-channel organization.\r\n\r\nWhile most of Uber’s support volume comes through the Uber app today, the company began to experiment with other support channels over the years. Ashley Bradford, Global Chat Support Program Manager at Uber, was on the Boston team in 2014 when they selected Zendesk Chat and began running pilots, supporting about 100 interactions the first week.\r\n\r\nBradford now oversees Uber’s expanding use of live chat for new driver onboarding and UberEATS. Chat support agents number in the thousands and handle more than 30,000 chats per week in the U.S. alone. They left the 10 million chat milestone in the dust some time ago.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Chat is great for onboarding new drivers, empowering agents to answer many questions in one interaction,” Bradford said. “It’s really fast.”</span>\r\n\r\nAs part of onboarding, new drivers are prompted to upload a series of documents and create their driver profile, so Uber surfaces the Zendesk Chat widget to allow drivers to ask questions as they go. This is offered in addition to the hundreds of physical locations where drivers can stop in for in-person support.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“UberEATS is also an interesting use case for chat,” Bradford went on, “because we’re connecting three parties—‘eaters’ with restaurants, and then couriers handling the delivery. We use live chat primarily with eaters to ensure their experience is seamless.”</span>\r\n\r\nWhat feels like a seamless experience to the eater is, from the agent side, a complex case often requiring back-and-forth communication with the restaurant. Similarly, couriers might chat back and forth with an agent to clarify an eater’s location. That’s why Zendesk Chat’s real-time dashboard is particularly valuable. “As agents handle more difficult interactions,” Bradford explained, “managers can look at the monitoring history and make decisions based on volume and CSAT. That real-time insight is useful. It’s also mesmerizing to watch chats come in and be served to agents.”\r\n\r\nAs one might expect, Bradford’s standards for chat support are very high. Her teams strive to maintain a CSAT above 95 percent, 100 percent of the time. “It’s fascinating because teams around the world are particularly interested in experimenting and live chat is always something they gravitate towards,” she said. “You can set up Zendesk Chat quickly and use it to test the user experience. All you really need is a strong Internet connection.” In France, for example, a team has been using chat proactively to reach out to users who linger on certain web pages. In other cases, teams have chosen to offer live chat on a help center, or to offer chat post-sign in, so that the option to chat appears at a particular point in a web flow.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“I’ve been lucky to find partners within our Ops organization who can own and drive chat in their regions,” Bradford shared. “I give guidance on how Zendesk Chat works and tailor their instance based on regional needs. The rest of the oversight really comes from the tool itself. Chat makes it easy to have a highly-curated experience on a small scale, but in larger instances, features like automated routing and customized roles and permissions, help us to mitigate risk and scale in a more strategic way. We can give access to parts of Chat to ensure that the agent experience is seamless and not distracted by features outside of the necessary workflow.”</span>\r\n\r\nTo make the most of the various ways Uber has used Support and Chat over time, including tracking requests for internal teams, or being a go-to tool when they need the agility to quickly launch a new market, Uber partners with the Zendesk Customer Success team.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Our relationship with Zendesk has been great,” Bradford said. “I’ve met with product managers from across Zendesk Chat—some from the U.S., some from Singapore—to talk about what an enterprise-level chat solution should look like for us. Those conversations have been so valuable because we’ve been able to share where we think we can unlock growth. Together we’ve shaped some features that are core to our operations.”</span>","alias":"zendesk-chat-zendesk-support-dlja-uber","roi":0,"seo":{"title":"Zendesk Chat, Zendesk Support for Uber","keywords":"Zendesk, with, chat, Uber, Chat, support, from, team","description":"Very few companies have seen the kind of success that turns their name into a verb. There’s Google, of course, and there’s Uber.\r\rSince its founding in 2009,","og:title":"Zendesk Chat, Zendesk Support for Uber","og:description":"Very few companies have seen the kind of success that turns their name into a verb. There’s Google, of course, and there’s Uber.\r\rSince its founding in 2009,"},"deal_info":"","user":{"id":4141,"title":"Uber Technologies","logoURL":"https://old.b4r.io/uploads/roi/company/Uber_Technologies.png","alias":"uber-technologies","address":"","roles":[],"description":"Uber Technologies Inc. is a global taxi technology company headquartered in San Francisco, California, United States, operating in 633 cities worldwide. It develops, markets and operates the Uber car transportation and food delivery mobile apps. Uber drivers use their own cars although drivers can rent a car to drive with Uber.\r\n\r\nSource: https://en.wikipedia.org/wiki/Uber_(company)","companyTypes":[],"products":{},"vendoredProductsCount":0,"suppliedProductsCount":0,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":1,"supplierImplementationsCount":0,"vendorImplementationsCount":0,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"https://www.uber.com/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Uber Technologies","keywords":"Uber, company, drivers, Technologies, cars, although, their, mobile","description":"Uber Technologies Inc. is a global taxi technology company headquartered in San Francisco, California, United States, operating in 633 cities worldwide. It","og:title":"Uber Technologies","og:description":"Uber Technologies Inc. is a global taxi technology company headquartered in San Francisco, California, United States, operating in 633 cities worldwide. It","og:image":"https://old.b4r.io/uploads/roi/company/Uber_Technologies.png"},"eventUrl":""},"supplier":{},"vendors":[{"id":4140,"title":"Zendesk","logoURL":"https://old.b4r.io/uploads/roi/company/Zendesk.png","alias":"zendesk","address":"","roles":[],"description":"\r\nZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive. We start by helping companies provide great support and then mature with self-service and proactive engagement.","companyTypes":[],"products":{},"vendoredProductsCount":7,"suppliedProductsCount":7,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":0,"supplierImplementationsCount":0,"vendorImplementationsCount":3,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"https://www.zendesk.com/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Zendesk","keywords":"Zendesk, that, companies, customer, productive, helping, start, great","description":"\rZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more","og:title":"Zendesk","og:description":"\rZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more","og:image":"https://old.b4r.io/uploads/roi/company/Zendesk.png"},"eventUrl":""}],"products":[{"id":1455,"logo":false,"scheme":false,"title":"Zendesk Chat, Zendesk Support","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"alias":"zendesk-chat-zendesk-support","companyTypes":[],"description":"<span style=\"font-weight: 700; \">Zendesk Chat Features:</span>\r\n<span style=\"font-weight: 700; \"><br /></span>\r\n\r\n<ul><li>Anticipate customer questions and offer help when—and where—they need it most.</li><li>Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.</li><li>Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.</li></ul>\r\n<span style=\"font-weight: 700; \"><br /></span>\r\n<span style=\"font-weight: 700; \">Zendesk Support Features:</span>\r\n<span style=\"font-weight: 700; \"><br /></span>\r\n<ul><li>Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.</li><li>Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.</li><li>Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.</li><li>Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.</li><li>Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.</li><li>Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.</li><li>Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.</li></ul>","shortDescription":"Zendesk Chat - reach your customers, instantly via web, mobile, and messaging. \r\nZendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":20,"sellingCount":16,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Zendesk Chat, Zendesk Support","keywords":"Zendesk, with, your, customers, Support, agents, customer, more","description":"Zendesk Chat Features:\r\r\rAnticipate customer questions and offer help when—and where—they need it most.Raise your sales. Customers are 3X more likely to make a","og:title":"Zendesk Chat, Zendesk Support","og:description":"Zendesk Chat Features:\r\r\rAnticipate customer questions and offer help when—and where—they need it most.Raise your sales. Customers are 3X more likely to make a"},"eventUrl":"","translationId":1456,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":7,"title":"Improve Customer Service"},{"id":252,"title":"Increase Customer Base"},{"id":4,"title":"Reduce Costs"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":340,"title":"Low quality of customer service"},{"id":370,"title":"No automated business processes"},{"id":377,"title":"Separate communications channels"},{"id":388,"title":"Failure to attract new customers"},{"id":389,"title":"Customer retention"},{"id":390,"title":"Low quality of customer support"}]}},"categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"https://www.zendesk.com/customer/uber/","title":"Web-site of vendor"}},"comments":[],"referencesCount":0},"zendesk-chat-zendesk-support-zendesk-guide-dlja-riot-games":{"id":385,"title":"Zendesk Chat, Zendesk Support, Zendesk Guide for Riot Games","description":"\r\nThe world is Runeterra. With skill, teamwork, and a little luck, you’ll guide your summoned champion—a mage or tank, for example—toward the ultimate victory: the successful destruction the other team’s heavily guarded Nexus.\r\n\r\nWith more than 100 million monthly active users, Riot Games’ League of Legends has built a devoted fan base across the globe, spawning competitive league play and highly watched matches on Twitch and YouTube. Launched in 2009, this multiplayer online battle arena (MOBA) game retains and attracts new players due to its compelling design. Behind that, it’s Riot Games’ player-first mentality that makes it all possible.\r\n\r\nMuch like how a successful League of Legends team adjusts its strategy to stay ahead of its opponents, Riot Games’ player support organization constantly searches for ways to reduce obstacles that keep players from doing what they love: playing video games.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Our founders, Brandon ‘Ryze’ Beck and Marc ‘Tryndamere’ Merrill, wanted to make a game as players, for players,” explained Shaun ‘BlueFire’ Randall, a product manager in Support Engineering at Riot Games. “Each day, Rioters from support to product try to make the player experience better.”</span>\r\n\r\nIn the game’s early years—as its base began to grow exponentially—Riot used email to handle player support requests. But as volumes increased it was apparent that the company needed a better solution to support players. After evaluating several vendors, Riot Games found a match in Zendesk.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Our line of thought was that Riot was a growing company, so if we could pick another partner that looked like it had a similar growth trajectory and similar values to us, we would be able to have this long-term partnership that would allow us to stick with one CRM solution rather than trying to do the CRM hop every few years while negotiating contracts,” Randall said. “Zendesk is very much focused on the player experience. I feel like we’ve always been able to speak honestly with each other.”</span>\r\n\r\nBeing able to work closely with Zendesk has helped Riot Games build an organization of more than 500 agents providing technical and merchandising support across a dozen international regions. The teams apply an omnichannel support strategy and offer self-service, as well as help through email, chat, and a web form. During a typical year, the player support organization receives over 3 million support tickets.\r\n\r\nThis kind of volume could easily lead to a prohibitively large support organization with adverse effects on the bottom line, or to a sizeable backlog and decreased player satisfaction. Yet with an omnichannel solution, and by leveraging Zendesk’s extensibility through the Zendesk API, Riot Games was able to scale with player adoption and subsequent volume. Its custom-built apps are as innovative as its games and help to deflect tickets that would otherwise require additional headcount. More importantly, Riot Games has been able to address what it sees as essential: reducing player wait times.\r\n\r\nThe team on which Randall sits is known as the “Wolf Engineering” team, a nod to Winston Wolfe in Pulp Fiction, because they solve problems—oftentimes tough, complex ones. For example, Riot Games’ Hextech repair tool, a project led by Adam ‘Mada’ Petersen, is sent to players via macros and helps players configure their device to play League of Legends optimally. “Players can use the tool to read their process list and in return, the app tells the player which processes are good and which processes might be conflicting with the game,” Randall explained.\r\n\r\nMeanwhile, Blitzcrank Bot, an automated solution handler created by Michael ‘Channel Cat’ Hill, identifies common requests such as account recovery (lost passwords or hacked accounts) and is sometimes able to respond in a matter of seconds. To do so, Riot Games created a service that reads all Zendesk data and applies that data to the company’s proprietary machine learning.\r\n\r\nThe outcome? The automation responds so fast—usually in less than 30 seconds—that satisfaction around these types of issues has significantly spiked. The secret was also shared on Reddit—how to submit a ticket to Riot Games to get the bot first, instead of waiting for an agent—resulting in a busy day for the bot. It received approximately 20,000 tickets in 24 hours.\r\n\r\nRiot Games has also put the Zendesk API to use building its Player Support Integration Tool, which helps agents locate relevant data about player bans and other info, at times cutting ticketing resolution times in half. And, as the company has expanded into regions where English isn’t spoken, it has used the API to build a macro translator that changes the title into the appropriate language without changing the backend tags. This prevents confusion for agents and helps to ensure that duplicate macros aren’t sent to players when duplicate tickets are submitted.\r\n\r\nThe company’s embrace of the Zendesk API and Zendesk Guide has also led to delivering dynamic content for the Riot Games help center, reducing load times for players seeking answers via self-service. “This lets us get closer to the web component world where we can change the page without having to reload it,” Randall said. “We have zero subsequent page load times in Zendesk, so after you hit our first page, you will have basically millisecond load times on every other page in the Zendesk instance.” Randall credited Jarrod “Get Gooder” Spurrier for this feat, made possible through intelligent caching.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“We found that if we could drastically reduce load times, players would spend more time in the help center, which would often result in the player not losing time waiting for an answer, which leads to frustration and decreases their satisfaction,” he said.</span>\r\n\r\nPlayer satisfaction is everything at Riot Games, and top players are often recruited from the player base to become support agents. In this way, many of Riot’s agents have an intimate understanding of the pain points of the game. “They have to be a great player support agent and a pretty good League of Legends player, too,” Randall said. And because Zendesk is easy to use, new agents are able to quickly ramp up and are operating at full capacity within two months.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“I’m a huge proponent of Zendesk. There have been times when someone said, ‘Hey, we could build our own version of Zendesk’ and I say, ‘No. What are the chances that we’ll be able to make something that can keep up with Zendesk’s innovation?’ Zendesk gets a wealth of ideas from customers and often anticipates our needs before we’re even able to articulate or understand them.” – Shaun ‘BlueFire’ Randall, Product Manager Support Engineering</span>","alias":"zendesk-chat-zendesk-support-zendesk-guide-dlja-riot-games","roi":0,"seo":{"title":"Zendesk Chat, Zendesk Support, Zendesk Guide for Riot Games","keywords":"Zendesk, Riot, that, player, players, support, Games, able","description":"\rThe world is Runeterra. With skill, teamwork, and a little luck, you’ll guide your summoned champion—a mage or tank, for example—toward the ultimate victory:","og:title":"Zendesk Chat, Zendesk Support, Zendesk Guide for Riot Games","og:description":"\rThe world is Runeterra. With skill, teamwork, and a little luck, you’ll guide your summoned champion—a mage or tank, for example—toward the ultimate victory:"},"deal_info":"","user":{"id":4142,"title":"Riot Games","logoURL":"https://old.b4r.io/uploads/roi/company/Riot_Games.png","alias":"riot-games","address":"","roles":[],"description":"Riot Games is an American video game developer, publisher, and eSports tournament organizer established in 2006. Their main office is based in West Los Angeles, California. They currently have additional game development studios and offices located in Berlin, Dublin, Hong Kong, Istanbul, Mexico City, Moscow, New York City, St. Louis, Santiago, São Paulo, Seoul, Shanghai, Singapore, Sydney, Taipei, and Tokyo.","companyTypes":[],"products":{},"vendoredProductsCount":0,"suppliedProductsCount":0,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":1,"supplierImplementationsCount":0,"vendorImplementationsCount":0,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"https://www.riotgames.com/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Riot Games","keywords":"City, Games, Riot, game, Mexico, Moscow, Istanbul, Hong","description":"Riot Games is an American video game developer, publisher, and eSports tournament organizer established in 2006. Their main office is based in West Los","og:title":"Riot Games","og:description":"Riot Games is an American video game developer, publisher, and eSports tournament organizer established in 2006. Their main office is based in West Los","og:image":"https://old.b4r.io/uploads/roi/company/Riot_Games.png"},"eventUrl":""},"supplier":{},"vendors":[{"id":4140,"title":"Zendesk","logoURL":"https://old.b4r.io/uploads/roi/company/Zendesk.png","alias":"zendesk","address":"","roles":[],"description":"\r\nZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive. We start by helping companies provide great support and then mature with self-service and proactive engagement.","companyTypes":[],"products":{},"vendoredProductsCount":7,"suppliedProductsCount":7,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":0,"supplierImplementationsCount":0,"vendorImplementationsCount":3,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"https://www.zendesk.com/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Zendesk","keywords":"Zendesk, that, companies, customer, productive, helping, start, great","description":"\rZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more","og:title":"Zendesk","og:description":"\rZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more","og:image":"https://old.b4r.io/uploads/roi/company/Zendesk.png"},"eventUrl":""}],"products":[{"id":1453,"logo":false,"scheme":false,"title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"alias":"zendesk-chat-zendesk-support-zendesk-guide","companyTypes":[],"description":"<span style=\"font-weight: 700; \"><br /></span>\r\n<span style=\"font-weight: 700; \">Zendesk Chat Features:</span>\r\n<span style=\"font-weight: 700; \"><br /></span>\r\nAnticipate customer questions and offer help when—and where—they need it most.\r\nRaise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.\r\nLess wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.\r\n\r\n<span style=\"font-weight: 700; \"><br /></span>\r\n<span style=\"font-weight: 700; \">Zendesk Support Features:</span>\r\n<span style=\"font-weight: 700; \"><br /></span>\r\n\r\n<ul><li>Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.</li><li>Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.</li><li>Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.</li><li>Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.</li><li>Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.</li><li>Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.</li><li>Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.</li></ul>\r\n<span style=\"font-weight: 700; \">Zendesk Guide Features:</span>\r\n<span style=\"font-weight: 700; \"><br /></span>\r\n<ul><li>Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.</li><li>Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.</li><li>Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.</li><li>Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.</li><li>A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.</li><li>You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.</li><li>Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.</li><li>Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.</li></ul>","shortDescription":"Zendesk решение: ZENDESK Chat, ZENDESK Support, Zendesk Guide","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":10,"sellingCount":4,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide","keywords":"with, your, customers, Zendesk, agents, customer, Support, Guide","description":"\rZendesk Chat Features:\r\rAnticipate customer questions and offer help when—and where—they need it most.\rRaise your sales. Customers are 3X more likely to make","og:title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide","og:description":"\rZendesk Chat Features:\r\rAnticipate customer questions and offer help when—and where—they need it most.\rRaise your sales. Customers are 3X more likely to make"},"eventUrl":"","translationId":1454,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":7,"title":"Improve Customer Service"},{"id":252,"title":"Increase Customer Base"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":340,"title":"Low quality of customer service"},{"id":356,"title":"High costs of routine operations"},{"id":377,"title":"Separate communications channels"},{"id":388,"title":"Failure to attract new customers"},{"id":389,"title":"Customer retention"},{"id":390,"title":"Low quality of customer support"}]}},"categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"https://www.zendesk.com/customer/riot-games/","title":"Web-site of vendor"}},"comments":[],"referencesCount":0},"zendesk-chat-zendesk-support-zendesk-guide-zendesk-talk-dlja-olx":{"id":387,"title":"Zendesk Chat, Zendesk Support, Zendesk Guide, Zendesk Talk для OLX","description":"Whether you live in Berlin or Buenos Aires, Cape Town or Caracas, chances are you’re facing one of modern life’s recurring problems: admitting that the expensive stationary bike you bought to get into shape has become a clunky, makeshift clothes hanger. Or maybe you’ve just finished Marie Kondō’s The Life-Changing Magic of Tidying Up. Either way, the bike has to go.\r\n\r\nHowever, instead of unceremoniously dumping the bike at the curb, you’ve decided to recoup some money by selling it, or even trading it for something you’ll actually use. That’s where OLX can help. Founded in 2006 as a classifieds platform for the buying, selling, and trading of goods and services, OLX serves more than 40 countries. Its sites, like LetGo or OLX India, see an average of 54 million listings per month, with an eye-popping 1.7 billion page views. Purchased by global entertainment and technology investor Naspers Classifieds in 2010, OLX employs 1,200 workers worldwide.\r\n\r\nWith that global footprint comes complex considerations for taking into account cultural differences and providing multilingual support. Previously, OLX maintained a hodgepodge of in-house customer service solutions. For example, a custom third-party tool for the Latin America region was used to cover support for 14 countries. Maintenance of these tools left a lot to be desired, as Cynthia Toral, Product Owner for OLX Global explained. The processes of creating automated notifications and triggers for agents proved burdensome and so Toral set out to find a robust, unified solution that could be rolled out globally.\r\n\r\nAfter reviewing Freshdesk and other providers, OLX chose Zendesk’s omnichannel solution for its easy configuration and ability to be customized using the Zendesk API. Toral felt confident the workflows they could set up in Zendesk Support would help customer service managers prioritize work for their teams.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“That’s something that is not very common,” said Toral, who has been with OLX for more than nine years. “Freshdesk, for example, is very flexible in terms of what you can change, with the code for the help page, but it has no configurations at all for the agent, and that’s something that we need. We want to offer the best possible support and have very satisfied users.”</span>\r\n\r\nAfter implementing Zendesk in September 2014, OLX quickly took advantage of Zendesk’s multi-branding capabilities. With over 90 global sites to support, OLX rolled out 35 instances of Zendesk, customized for different regions and often segmented using the Multibrand feature. “We started with 14 countries in Latin America.” Toral said.\r\n\r\nZendesk allows OLX to easily focus on the channel preferred by its customers instead of using a one-size-fits-all approach. “It depends on the needs of the market,” Toral said. “Let’s take South Africa—we need to have phone support because the African markets have a stronger demand for phone support than email. Everybody has a mobile phone, but not everybody has an email address.”\r\n\r\nOne channel that has risen to the top in many markets is live chat, and OLX has leveraged Zendesk to proactively initiate chats in service of overall ticket deflection. For example, OLX India has Zendesk Chat embedded in its Android app—so when customers navigate away from an ad posting page, the chat widget pops up to encourage the customer to complete the ad.\r\n\r\n“At the end of the day, we wanted to help convince the user to post the ad,” Toral said, and the team is then able to look at the number of conversations they’ve had around an ad posting, as well as the number of ads posted after that proactive interaction.\r\n\r\nAnother way that OLX was able to reduce the number of tickets submitted was by creating market-specific self-service articles in Zendesk Guide, which led to a 40 percent reduction in tickets globally. The company is constantly committed to try and test the efficacy of different approaches. OLX has also experimented with autocomplete on forms, suggestions based on fields rather than text, and is currently adding a pop-up box with possible solutions to help users find the most relevant help center content for a particular site.\r\n\r\n“Let’s say you want to recover your password—we’ll suggest, ‘Please click here,’” Toral explained. “We measured suggested content in every single custom contact field we have on the contact form, and we noticed that we had reduced 30 percent of the tickets for those basic questions.”\r\n\r\nWith so many sites operating around the globe, data analytics for OLX has proven to be both extremely challenging and absolutely critical. To tackle this task, OLX has begun to take advantage of Zendesk’s API. <span style=\"font-weight: bold; font-style: italic;\">“We’re building a dashboard where we are extracting data from the API for all the Zendesk accounts,” Toral said. “We’re building this ‘Voice of the Customer’ dashboard where we’re going to have all the contact reasons selected by the users can can relate this info with the platform used by the user, and even by the version of the app. From there we can really build a stronger product.”</span>\r\n\r\nThe overall goal is to share the information between countries and regions and to be able to compare metrics from a central source. It’s a work in progress, Toral said. <span style=\"font-weight: bold; font-style: italic;\">“The thing is, you need to get the information from the customer insights, but you cannot say, ‘Let’s read 200,000 tickets a month from around the globe and see what customers are saying,’” she said. “The only intelligent way to do that is to add a little bit of effort on the user side, so the user needs to select the reason for the contact. Then, with those contacts and those fields, we can create better reporting.”</span>\r\n\r\nAs Toral sees it, creating better reporting and making life easier for agents will translate into happier customers—and Zendesk plays a crucial role in those efforts. “By having only one tool and everything integrated with Zendesk, it’s easier to have a clear overview of what we are all doing,” Toral said. “We want all of our third-party support and quality assurance-related vendors to integrate into Zendesk so that we have all information in a single place.”\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“The Zendesk API is very solid, so it’s easy to work with it.” – Cynthia Toral, Product Owner – OLX Global</span>","alias":"zendesk-chat-zendesk-support-zendesk-guide-zendesk-talk-dlja-olx","roi":0,"seo":{"title":"Zendesk Chat, Zendesk Support, Zendesk Guide, Zendesk Talk для OLX","keywords":"Zendesk, Toral, that, with, said, have, support, help","description":"Whether you live in Berlin or Buenos Aires, Cape Town or Caracas, chances are you’re facing one of modern life’s recurring problems: admitting that the","og:title":"Zendesk Chat, Zendesk Support, Zendesk Guide, Zendesk Talk для OLX","og:description":"Whether you live in Berlin or Buenos Aires, Cape Town or Caracas, chances are you’re facing one of modern life’s recurring problems: admitting that the"},"deal_info":"","user":{"id":4143,"title":"OLX","logoURL":"https://old.b4r.io/uploads/roi/company/olx.png","alias":"olx","address":"","roles":[],"description":"OLX Group is a global online marketplace (headquartered in Amsterdam, and owned by South African media and technology group Naspers), operating in 45 countries, and is the largest online classified ads company in India, Brazil, Pakistan, Bulgaria, Poland, Portugal and Ukraine. It was founded by Alec Oxenford and Fabrice Grinda in 2006.\r\n\r\nFabrice Grinda and Alec Oxenford founded the company as a Craigslist alternative for the world outside of the United States. South African media group Naspers, acquired a majority of OLX in 2010 and 95% of the company in 2014.\r\n\r\nSource: https://en.wikipedia.org/wiki/OLX","companyTypes":[],"products":{},"vendoredProductsCount":0,"suppliedProductsCount":0,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":4,"supplierImplementationsCount":0,"vendorImplementationsCount":0,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"www.olx.com","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"OLX","keywords":"company, African, media, Naspers, Grinda, South, group, online","description":"OLX Group is a global online marketplace (headquartered in Amsterdam, and owned by South African media and technology group Naspers), operating in 45","og:title":"OLX","og:description":"OLX Group is a global online marketplace (headquartered in Amsterdam, and owned by South African media and technology group Naspers), operating in 45","og:image":"https://old.b4r.io/uploads/roi/company/olx.png"},"eventUrl":""},"supplier":{},"vendors":[{"id":4140,"title":"Zendesk","logoURL":"https://old.b4r.io/uploads/roi/company/Zendesk.png","alias":"zendesk","address":"","roles":[],"description":"\r\nZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive. We start by helping companies provide great support and then mature with self-service and proactive engagement.","companyTypes":[],"products":{},"vendoredProductsCount":7,"suppliedProductsCount":7,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":0,"supplierImplementationsCount":0,"vendorImplementationsCount":3,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"https://www.zendesk.com/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Zendesk","keywords":"Zendesk, that, companies, customer, productive, helping, start, great","description":"\rZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more","og:title":"Zendesk","og:description":"\rZendesk is a vendor of Zendesk CRM (customer service platform). It’s designed for companies that want to create customer relationships that are more","og:image":"https://old.b4r.io/uploads/roi/company/Zendesk.png"},"eventUrl":""}],"products":[{"id":1451,"logo":false,"scheme":false,"title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"alias":"zendesk-chat-zendesk-support-zendesk-guide-zendesk-talk","companyTypes":[],"description":" <span style=\"font-weight: 700; \">Zendesk Chat </span><span style=\"font-weight: bold; \">Features:</span>\r\n<ul><li>Anticipate customer questions and offer help when—and where—they need it most.</li><li>Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.</li><li>Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.</li></ul>\r\n\r\n<span style=\"font-weight: 700; \">Zendesk Support </span><span style=\"font-weight: 700; \">Features</span><span style=\"font-weight: bold; \">:</span>\r\n<ul><li>Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.</li><li>Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.</li><li>Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.</li><li>Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.</li><li>Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.</li><li>Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.</li><li>Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.</li></ul>\r\n<p style=\"text-indent: 24px; \"></p>\r\n<p style=\"text-indent: 24px; \"><span style=\"font-weight: bold; \">Zendesk Guide </span><span style=\"font-weight: 700; \">Features</span><span style=\"font-weight: bold; \">:</span></p>\r\n<div style=\"display: inline !important; \"><ul><li>Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.</li><li>Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.</li><li>Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.</li><li>Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.</li><li>A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.</li><li>You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.</li><li>Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.</li><li>Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.</li></ul>\r\n\r\n<span style=\"font-weight: 700; \">Zendesk Talk</span><span style=\"text-indent: 24px; font-weight: bold; \"> </span><span style=\"text-indent: 24px; font-weight: 700; \">Features</span><span style=\"font-weight: bold; \">:</span>\r\nTalk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.","shortDescription":"Zendesk CRM solution: Zendesk Chat, Zendesk Support, Zendesk Guide, Zendesk Talk","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":4,"sellingCount":1,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk","keywords":"with, Zendesk, your, customers, agents, customer, Support, Guide","description":" Zendesk Chat Features:\rAnticipate customer questions and offer help when—and where—they need it most.Raise your sales. Customers are 3X more likely","og:title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk","og:description":" Zendesk Chat Features:\rAnticipate customer questions and offer help when—and where—they need it most.Raise your sales. Customers are 3X more likely"},"eventUrl":"","translationId":1452,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"Voice over Internet Protocol (Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\nSource: https://en.wikipedia.org/wiki/Voice_over_IP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/voip_server__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":7,"title":"Improve Customer Service"},{"id":252,"title":"Increase Customer Base"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":340,"title":"Low quality of customer service"},{"id":356,"title":"High costs of routine operations"},{"id":370,"title":"No automated business processes"},{"id":388,"title":"Failure to attract new customers"},{"id":389,"title":"Customer retention"},{"id":390,"title":"Low quality of customer support"}]}},"categories":[{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"Voice over Internet Protocol (Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\nSource: https://en.wikipedia.org/wiki/Voice_over_IP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/voip_server__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"https://www.zendesk.com/customer/olx/","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}},"aliases":{"1":["zendesk-chat-zendesk-support-dlja-uber","zendesk-chat-zendesk-support-zendesk-guide-dlja-riot-games","zendesk-chat-zendesk-support-zendesk-guide-zendesk-talk-dlja-olx"]},"links":{"first":"http://b4r_be/api/implementations?page=1","last":"http://b4r_be/api/implementations?page=1","prev":null,"next":null},"meta":{"current_page":1,"from":1,"last_page":1,"path":"http://b4r_be/api/implementations","per_page":20,"to":3,"total":3},"loading":false,"error":null},"agreements":{"agreementById":{},"ids":{},"links":{},"meta":{},"loading":false,"error":null},"comparison":{"loading":false,"error":false,"templatesById":{},"comparisonByTemplateId":{},"products":[],"selectedTemplateId":null},"presentation":{"type":null,"company":{},"products":[],"partners":[],"formData":{},"dataLoading":false,"dataError":false,"loading":false,"error":false},"catalogsGlobal":{"subMenuItemTitle":""}}