Case Study: NAF improves customer support and 24/7 availability with Zoho Desk

NAF uses Zoho Desk's Guided Conversations widget to answer customers' questions around the clock

NAF, a non-profit organization dedicated to preparing high school students for future careers, was struggling to manage a high volume of customer inquiries. With only a single email address for support and a limited support team, efficiently processing requests was a major challenge. This led NAF to choose Zoho Desk as their support desk partner to streamline operations and improve their customer service availability.

The solution from Zoho Desk included implementing a support button on their website to simplify ticket submission and utilizing the Guided Conversations chatbot feature. This allowed NAF to provide 24/7 automated support, reducing the load on their agents. As a result, NAF achieved a 100% customer satisfaction rating and maintains a first response time to tickets within one day, greatly enhancing their support capabilities.

NAF

Umang Beri

Senior Director of Data and Systems