With Singapores fourth telcos aggressive expansion plans, Circles.life needed all the help it could get in keeping up with burgeoning demand and expectations of its customers.
Part of Circles. Life’s vision of giving power back to the customer was to allow them to choose what channel is most convenient and best fits their needs. This is where Zendesk’s customer service software solutions came in. Zendesk’s omnichannel strategy, including Zendesk Support, Guide, Chat, Message, and Answer Bot, supports agents across channels and products instead of requiring them to specialise in a particular channel.
Onboarding Circles.Life’s Zendesk agents, who are based in Singapore and the Philippines, takes only two weeks — one week for learning about Circle.Life’s own products, and another on Zendesk’s. Circles.Life marketing manager, Megan Yulga, said Zendesk’s fast onboarding time meant the telco could launch in new markets very quickly. “Everything we have is digital, from our customer touch points to our onboarding, and the way we engage with our customers and allow them to manage their subscriptions through our mobile app,” she said. “With Zendesk, we can set up in a matter of weeks and months, versus years.”
Circles.Life head of Customer Service, John Epok Pascual, recommended Zendesk and has been using Zendesk for customer support from day one. “Zendesk is easy to use because it’s been designed for the agent,” Pascual said.
“That’s one of the great parts about Zendesk—it’s simple, not only to use, but also to configure. Making changes is straightforward, which allows us to derive the most value from it,” he added.
Providing a great digital experience
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