Case Study: Feedonomics scales global customer support with Zoho Desk

How Feedonomics uses Zoho Desk to scale its business and provide an ideal experience to clients across the globe

Feedonomics, a middleware platform for ecommerce data syndication, faced the challenge of managing a high volume of diverse and complex client support requests. They required a versatile help desk solution from a vendor like Zoho Desk that could handle detailed assignments, triaged workflows, and extensive client collaboration to direct issues to the correct teams efficiently.

The solution implemented by Zoho Desk was deeply integrated using custom Deluge scripting and APIs to build a fully custom client portal. This allowed for guided conditional forms and automatic issue resolution, which significantly reduced support thread counts. Zoho Desk's partnership and robust features enabled Feedonomics to greatly improve resolution efficiency and overall customer experience.

Feedonomics

Jason Nichol

Vp Of Product