The customer-for-life software suite
By Use Case
Earth911 is a directory of recycling information for consumers in North America. People can look up recycling data, either specific to a material or general area recycling information, on their website or their mobile app. The directory has information for over 300 materials and is the most accurate and most comprehensive directory of its kind. Earth911 has won over 70 awards for its outstanding work in making the world a better place to live in.
In its endeavour to provide the best support experience possible, Earth911 hit quite a few roadblocks. Trey Granger, Senior Waste Analyst at Earth911, told us that Earth911’s journey began with Help Spot, an on-premise solution. The experience wasn’t what Earth911 were looking for, and they found itself on the lookout again. Some research and a trial later, they decided to try Zendesk A month of Zendesk and Earth911 came to the realization that Zendesk wasn’t quite the right fit either. This time around though, they found a few blogs advising dissatisfied Zendesk customers to check out Freshdesk. After the trial, Earth911 realized that Freshdesk fit their needs so perfectly that it was almost as if it was made specifically for them.
“We’ve been looking for several years for a customer service platform that lets us streamline our conversations with the general public, freshdesk just make things easy and it has everything we were looking for.”
Senior Waste Analyst
Earth911 had two very definitive reasons for making the switch to Freshdesk. The ability to BCC support conversations to include more people in the conversation was one. Another was rich text formatting and the ability to include links in ticket responses. When they discovered that Freshdesk allowed its users to do both, it cinched the deal for them.
What Earth911 likes best about Freshdesk is the shared inbox feature and canned responses. A shared inbox means all the agents can take a look at the tickets as they come in and the canned responses helps them save the time spent in pointlessly typing out generic replies. Agents love that they can now use rich text formatting for the replies and have gone all out with this feature.
“We’ve been looking for several years for a customer service platform that lets us streamline our conversations with the general public”, says Trey. “Freshdesk just make things easy and it has everything we were looking for. ”
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