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Corepetitus is the largest tutoring community in Lithuania, offering personalised online lessons across all school subjects for students.
Unorganized Inquiry Management
Customer inquiries were managed solely through an email provider, leading to inefficiencies in tracking, prioritizing, and responding to customers and tutors.
Limited Self-Service Options
The existing FAQ page lacked robust functionality, offering minimal content, no search and no segmentation based on user type (e.g., customer or tutors), resulting in frequent repetitive inquiries and a poor self-service experience.
Manual CRM Lookup
Without a help desk system in place, staff had to manually cross-reference user information in the CRM when it wasn’t clear from the message, causing delays and increasing the workload.
Lack of a Proper Submission Form
There was no structured form for ticket submission to collect detailed information and segregate inquiries effectively, making it harder to streamline and prioritize support requests.
Business Needs Assessment and Process Mapping
Conducted a comprehensive assessment of Forcemech’s business needs to identify the CX objectives. Provided guidance to help them understand how Zendesk could address their specific needs.
Unified Agent Workspace
A centralized system was implemented to handle all text-based customer inquiries across email, chat, sms, social media, and custom forms.
CX Workflow Automations
Automated workflows prioritized urgent inquiries, ensuring timely responses. Notifications, pre-defined templates, and customer satisfaction surveys improved communication and service quality, while collaboration tools streamlined team coordination.
Branded Help Center
Developed a branded Help Center to empower customers with self-service options.
AI-powered Chatbot
Implemented an AI-powered chatbot to handle common queries, improving response time and reducing the workload for support agents.
Call Center with IVR for support and sales teams
Integrated a call center solution with IVR system to manage customer phone calls within the same ticketing system, ensuring a unified support experience.
Training for the New Team
Comprehensive training sessions were provided to address the lack of expertise, equipping the newly established team with the skills needed to effectively manage the new systems and processes.
3 weeks
A unified CX framework was established, streamlining customer inquiries and support operations through a centralized system in Zendesk.
Automated workflows ensured inquiries were prioritized and assigned based on urgency and user type, reducing delays and enhancing response times.
The branded Help Center and personalized content segmentation empowered customers and tutors to find answers independently, reducing repetitive inquiries.
Administrative training equipped the Corepetitus team with the skills to effectively manage the new CX tools and workflows, fostering confidence and long-term operational success.
Clear workflows, process mapping, and automation provided a scalable CX solution ready to support future business growth.
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