Case Study: Tungle.me achieves scalable, proactive customer support with Zendesk

Tungle.me - Customer Case Study

Tungle.me, a Montreal-based startup founded in 2006, simplifies meeting scheduling by syncing users’ calendars across Outlook, Google Calendar, iCal and mobile devices. Rapid user growth created mounting support volume—lost passwords, feature requests, bugs and even traffic-driven outages that once generated 30 emails a minute—so email-based support could no longer scale without adding headcount.

Tungle.me implemented Zendesk for ticketing and integrated it with the Get Satisfaction community to enable many-to-many, proactive support. Complex or private issues convert to Zendesk tickets with one click and agent answers can be published back to the community; as a result about two-thirds of support issues are now resolved on Get Satisfaction, improving response times and user experience without increasing support costs.

Tungle.me

Jason Knudsen

Head of Support