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Wyze Increases Support Efficiency and Customer Satisfaction With Recurly for Zendesk

Overview 

Based in Seattle, WA, Wyze Labs was born out of the idea that high quality, easy-to-use smart home products shouldn’t break the bank. Wyze partners with innovators and best-in-class manufacturers who share their mission and values: to create high-quality products that are easy to use and have the features customers care about at a fraction of the price. Wyze believes that everyone should have access to great, new technology and they’re on a mission to make it happen. From the original Wyze Cam to the just-released Wyze Lock, Wyze offers a myriad of helpful consumer goods and an app to help manage them.

Wyze Pan and Cam 

The founding members of the company met when they were working at Amazon and they brought the core Amazon principles to Wyze Labs. It’s the company’s goal to become the most customer-centric smart home technology company.

Wyze has over 3 million users and when those customers need help with a Wyze product or service, they expect Wyze to provide the world-class support they’ve come to depend on.

 

Recurly + Zendesk = Increased Efficiency & Customer Retention

The Challenge - Multiple Systems and Inefficient Process for Support

Wyze was using Zendesk as its customer service software of choice and using Recurly as its subscription billing platform. Prior to using the Recurly Support for Zendesk integration, Wyze support agents were confronted with a few challenges. First, for security purposes, the Wyze support team only had a few members with access to Recurly data. This quickly became a bottleneck in their support process because all requests that needed data had to go through the agents with access. Secondly, because support agents had to access two different systems, it slowed down the entire process of getting customers the help they needed and wanted quickly and easily. Add to that, when an agent would leave the Wyze support team, management had to contend with the added complexity and time of removing the former agent from multiple systems. 

A final hiccup was customers were getting flagged for fraud and support agents were having to spend an excruciating 10-15 min researching transactions only to find out they were legitimate. The last thing Wyze wanted to do was to stand in the way of a customer being able to make a purchase and acknowledge that, the faster we respond - the better we can retain customers.

Maggie Mann, the Program Manager of E-Commerce was browsing the Zendesk app marketplace when she came across the Recurly for Support integration. A lightbulb immediately went on in Mann’s brain and she thought, “this could make life so much easier as we have Recurly and Zendesk so why not integrate them?”

 

The Solution - Recurly & Zendesk - Better Together

Enter the Recurly Support integration for Zendesk. Mann installed the integration in November 2019. 

The Recurly for Support Zendesk integration was quick and easy to install. The best part is, no developer resources were required. As the program manager, I was able to follow the directions and had the integration installed in under 30 minutes.

Maggie Mann, Program Manager of E-Commerce

Wyze support agents immediately felt the positive impact of the integration. No longer did they have to log into multiple systems to get critical customer billing data and purchase information — now, with the integration in place, they have much greater visibility into the full picture of a customer. With that data at their fingertips, they are able to provide a much better, and faster  customer experience when someone contacts support, tying back to their company’s goal to become the most customer-centric smart home technology company. “Today’s savvy consumers expect you to know who they are and if they’ve purchased one Wyze Cam, or 20,” says Anthony Potgieter, Senior E-Commerce Manager

The Recurly integration for Zendesk allows billing and revenue events to be synced between the two platforms, enabling a complete view of the customer. Our support agents can now efficiently take action on Recurly-driven billing events directly in Zendesk helping to maximize operational efficiencies, save time, and provide the excellent experience our customers have come to expect from Wyze

Anthony Potgieter, Senior E-Commerce Manager

Furthermore, there is less training needed to onboard support agents as prior to the integration, they had to be trained on two systems but now, everything is in one place making it much more simple, straightforward, and less time-consuming to get an agent up and running. “The whole process of calling into support has become more efficient. Imagine a pool of 3 million+ users that can call into Support. Even shaving 30 seconds off each call makes a huge difference,” says Potgieter.

 

Zendesk Integration Is a Game Changer

Being able to have different systems integrated into Zendesk has become exactly what Wyze needed — a true game changer. Now, when the team is vetting new software or platforms,  asking if the solution is part of the Zendesk ecosystem is absolutely part of their decision-making process.

 

Wrap Up

Wyze has had the Recurly Support for Zendesk integration in place for a number of months and is thrilled with the increase in efficiency it has brought to its support team. The team is now providing the kind of world-class customer-centric experience the smart home technology company wants to be famous for.  With plans to launch Wyze in Canada soon, the future has never looked brighter for Wyze. Someone snap a pic, quick!

Download the Wyze Case Study

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