Italy
location
1994
founded
1K-5K
employees
Proactive Campaigns
- Uses the app to send order updates in bulk;
- Communicate in six languages;
- Reduce dependency on marketing for daily campaigns.
Today, we interviewed the team of Pixartprinting, who faced the challenge of proactive customer outreach. Before using Proactive Campaigns for Zendesk, bulk emailing was slow and relied heavily on the marketing team. With the app, their support team gained autonomy to send large email batches easily, improving speed, accuracy, and efficiency.
Here’s their story of scaling communication with Proactive Campaigns.
It’s been more or less five years since we’ve been using this tool.
Could you introduce yourself and your company?
Pamela Bellio: My name is Pamela Bellio. I work at Pixartprinting as an Escalation Team Manager. This means that I'm responsible of a team composed of more than one team. The one that is represented here today is Voice of Customer (VoC). We are a link between customer care and companies' other departments.
Also, here is Giulia, the team leader of that group, and Paola, a senior agent.
What was the biggest challenge you were facing before using Proactive Campaigns for Zendesk?
Giulia Binotto: Okay, before using this tool, we were using another tool. It didn’t work very well. It gave us a lot of problems. The marketing department used the Sales Manager tool, but we would prefer to be autonomous and do the work by ourselves.
What was the main aim of using our application?
Pamela Bellio: Our aim is to be proactive with the customers. In any case, if the campaign is managed by marketing or by us, the difference is a matter of amount. We still prefer to manage cases through marketing, but as Giulia said, when we want to be autonomous on daily issues, we need a fast and quick tool.
Do you want to send big batches of emails faster, right?
Pamela Bellio: Yeah, exactly, avoiding doing manual work. We simply want to reach out to the customer to inform them of something that happened with their order, shipment, or invoice, etc. These kinds of messages are normally messages that don't require a reply from the customer. We are just informing the customer about something.
I think one of the complexities of our need is that we need to send the same message to different customers in different languages, as we provide the service in six languages.
Could you manage to do it in different languages with the help of our application?
Paola Zanusso: It depends on the number. If we have 20 or 30 customers of each language, we use the tool. Unfortunately, if we have a small number of customers with other languages, we separate the work. A part is done with the tool, and the other part is still done manually. So we use the tool only when we have a huge number of customers with the same language.
How did you come across the Proactive Campaigns app?
Pamela Bellio: That was a proposal from our IT department.
What made you choose Proactive Campaigns compared to other applications?
Paola Zanusso: I guess the simplicity of the part that relates to the CSV file. Because the other tools we used previously required a very long time for file preparation. With your app, it's quite simple and doesn't take too much time. The other one takes more time to prepare the file than to send the email. So it doesn't make sense.
Could you provide more details on your initial setup and the onboarding process?
Paola Zanusso: It was a long time ago, I think in 2020. I mean it's been more or less five years since we've been using this tool. We started before the COVID year. So I remember that we did just a call with a colleague of yours, but we didn’t face any great issue.
How do you use the application in daily processes?
Paola Zanusso: For example, we have a pool of more than 10 customers to be informed of a delay. We have the number, and we have the possibility to use the fields. So we can put in the CSV file the number of the order impacted by this delay and inform these customers quite quickly of the issue.
Did the app help you improve the support or marketing team efficiency?
Pamela Bellio: Yes, of course. Without this tool, we will not be able to send these proactive messages to our customers. It would take a lot of time to do it manually. So, for sure, it improves our productivity and efficiency. And, it lets us be autonomous from our marketing department. This is the most important thing. It was what pushed us at the beginning to choose a tool for ourselves.
Would you recommend the Proactive Campaigns to other companies and why?
Paola Zanusso: Yes, because it's pretty simple to use. You can save time on communication, so it’s very useful.
