I'm here to help you understand your CX needs and provide you with expert guidance.
Forcemech is USA E-commerce company that specializes in lightweight, foldable electric wheelchairs, offering innovative and durable mobility solutions. They serve as B2B and B2C.
No Existing CX Framework
Forcemech had no customer experience (CX) systems in place as the business was just established.
Lack of Expertise
The team had no prior experience in customer service or help desk operations, making it difficult to identify and implement the right solutions.
Undefined Processes
There were no established workflows or process mapping for handling customer inquiries.
Tool Selection Challenges
Without a clear understanding of their CX needs, it was difficult to determine which help desk tool would best support their operations.
Business Needs Assessment and Process Mapping
Conducted a thorough evaluation of Corepetitus’ customer support challenges and needs.
CX Workflow Automations
Implemented automated workflows in Zendesk to prioritize inquiries and assign tickets based on user type.
Integration with Database via Make.com
Developed an integration to automatically update user type data and sync tickets in Zendesk.
Branded Help Center
Built a comprehensive Help Center with a professional design, offering robust self-service options to customers and tutors.
Structured Inquiry Submission Form
Created a detailed conditional ticket submission form to collect essential information and segregate inquiries effectively.
Content Segmentation
Enabled content segmentation in the Help Center, allowing logged-in users to access personalized resources based on their user type (e.g., customer or tutor).
Administrative Training for the Team
Provided in-depth training sessions to equip the Corepetitus team with the skills to manage the new systems, workflows, and tools effectively.
3 weeks
Forcemech now operates a centralized CX system, efficiently managing inquiries from email, chat, SMS, social media, and calls within one platform, ensuring consistency.
Automated workflows, an AI-powered chatbot, and IVR integration prioritized inquiries and handled common queries, significantly improving response times and reducing agent workload.
The branded Help Center empowered customers with self-service options, minimizing repetitive inquiries and improving satisfaction. Customer satisfaction surveys provided valuable feedback to continually enhance service quality.
Comprehensive training equipped the newly established team with the skills and confidence to manage systems, implement workflows, and deliver consistent, high-quality customer support.
With process mapping and workflow automations in place, Forcemech established clear and scalable processes, ensuring long-term efficiency and readiness for growth.
Intercom 
Zendesk Zendesk Zendesk 