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Company Introduction

VLAN Asia specialises in key technological pillars for IR4.0 readiness, such as Cloud Computing, Cybersecurity and System Integration. With 17 years’ experience in technology, we are the only Certified Partner for Zendesk in Malaysia.

What is Zendesk

Zendesk is a customer service management software that can capture, organize and track all interactions in one single platform. It’s a market leader Omnichannel solution managing contact centres.

Zendesk Benefits:

Why build a basic call centre when you can have a full blown one and more, as a service?

Tracks all your customers chat history and data, always have the most updated one when chatting with your customers, this allows you to give a more up close and personal customer experience.

Timing is everything, using AI technology to effectively deal with your customers enquires, will help mitigate the customers frustration.

Having to manage multiple channels at once can be a task, that is why with Omnichannel you only need one platform to manage all your social media, messaging apps, live chat, e-mails, webforms, mobile apps, call and 990 other apps

By using a ticketing system, knowing how to prioritize and when to respond will help you to never miss out on your customer, giving you an advantage over your competitors when it comes to customer management.

Customer Success Stories

Home improvement retailer Mr DIY is targeting to open 135 new stores in Malaysia by year-end, bringing its stores to 500. This is where Zendesk plays an important role in uplifting their customer’s experience under new E-commerce platform of Mr. DIY that launched in May 2018.

Zendesk helps Summer Bay Resort in replying customer email and Facebook. In addition, with that they added the live chat features in their website to make themselves easily approachable which drive more bookings and conversions.

Bateriku provides car battery delivery and installation services which requires fast response whenever the customers reach out to them. Since the implementation of Zendesk the sales team is now able to engage with 10% more customers on a monthly basis, from the previous 100 sales permonth, they are now managing up to 1000 sales permonth. Zendesk has also help enable their Mobile Application to offer more services to generate more revenue, hence making it into a Marketplace.

MoneyMatch makes use of Zendesk Guide's web widget to allow their customers’ search Help Centre articles for immediate self-service. This feature also provides quicker and simple steps for the customer to submit a support request using a contact form. Other than that, Live Chat also has helped their customer service team to be more efficient, as the tool helped cut down on idle agent time.

Before engaging Zendesk, Armanee Terrace were depending on a traditional email method. However, with an average of 10 email/day, it leaves them, the management and the customer (residents) frustrated due to inability to track the status of each request. After using Zendesk for just a month, they have seen how this platform has addressed all the issues and furthermore.

Airbnb began using Zendesk Support to deliver consistent, high-quality customer service, and use Zendesk Guide for its knowledge base. Given Airbnb’s global reach, the company needed a solution that could easily scale at pace with its phenomenal growth.

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Zendesk Implementation until 30 April 2020

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