Case Study: Groupon achieves faster, higher-quality support with Zingtree

Groupon cuts agent training from a week to a couple of hours with Zingtree

Groupon, a leading e-commerce marketplace, sought a better tool to improve its merchant support operations and reduce the burden on its engineering resources. They turned to Zingtree to replace their outdated, in-house decision tree system, aiming to streamline agent workflows and enhance the quality of service.

By implementing Zingtree's interactive decision trees integrated with Salesforce, Groupon eliminated manual maintenance, standardized its processes, and gained deep visibility into agent performance. The results included significantly reduced agent training times from a week per country to a couple of hours, improved first call resolution rates, and the ability to merge international support teams. Zingtree provided the reliability and scalability Groupon needed to build a self-service ecosystem for both agents and merchants.

Groupon