Social Imprints Zendesk Implementation Case Study

This case study details the implementation of Zendesk at Social Imprints, a full-service custom branding and printing company. As Social Imprints expanded, managing customer service tickets across multiple brands became increasingly complex. The company faced challenges in organizing tickets and responding to customer inquiries efficiently. To address these issues, they upgraded to Zendesk Enterprise and sought assistance from Faye, a partner recommended by their Zendesk sales representative. Faye helped streamline workflows, set up custom ticket fields, and implement Answer Bot for handling simple customer queries. The new system allows for better organization of tickets, enabling customer service agents to resolve issues more effectively. Following the implementation, Social Imprints reported a significant reduction in time spent on tickets and improved operational efficiency. The training provided by Faye further ensured that the Social Imprints team could manage new brands independently in the future.