How TENTENS Tech Automates Multi-Segment Outreach with Proactive Campaigns

When your team needs to stay in touch with thousands of customers, doing everything manually simply doesn’t scale. In this interview, the Head of Operations at TENTENS Tech explains how their team uses Proactive Campaigns to manage proactive communication with key users, reduce manual workload, and improve efficiency in Zendesk.

Before using Proactive Campaigns, what was the main challenge you faced when working with customers in Zendesk?

The biggest challenge was that we needed to communicate with a lot of different customers. And I’m talking about a huge number, and different segments of such users on different websites that we support.

We definitely needed some kind of tool that would allow us to smoothly build communication and cooperation with such customers. And of course, it had to be operationally excellent, I would say, and easy to use.

How did you communicate with your customers before the Proactive Campaigns app? What did you use?

We actually used human power. I know it’s not about operational excellence, but it was just a huge amount of human power that we needed to contact our customers and get in touch with them. So we were, from the beginning, looking for some kind of solution that would satisfy our needs at that moment.

Do you remember how you came across the Proactive Campaigns app? How did you find it?

Actually, yeah, it was basically research that we made among our partners and just searching the web. And that’s all.

What specifically made you choose our application? Was it the pricing, features, or something else?

That’s a good question. Actually, as far as I remember, there were a few points that led us to choose exactly this solution. First of all, it was simplicity of usage, simplicity in guides, communication with support, the pricing list, and the interface — a user-friendly UI as well. And what else? I guess that it was also a Ukrainian product. And we are very loyal to Ukrainian products.

What was your setup/onboarding process like? Did you face any challenges after installing the app?

No, actually, it was quite smooth. We really liked the integrated guide that was in the app itself, with all the hints, FAQ pages, and it was actually quite simple to understand how everything works inside the app.

Could you share one use case of how you use Proactive Campaigns in your day-to-day workflow?

As far as I can share details, in general, we need to keep in touch with our key customers on the product, and we often conduct different kinds of proactive communication with them.

For instance, we have a workflow where we congratulate our key customers on birthdays, different holidays like New Year’s Day, Valentine’s Day, etc. And there are a lot of key customers right now, and the app clearly helps us to get this done.

Do you think the application improved your team’s efficiency? Have you seen any results from using it?

Definitely yes. To be honest, we didn’t calculate the costs that we are now saving on human power by using the application itself. But definitely, from the bottom of my heart, it sped up our operational efficiency a lot. And we now have a lot of free time for more prioritized tasks for our agents and managers.

You mentioned interacting with support several times. How would you describe your experience working with the support team?

From my own experience, all the times that I had to use support, it was one of the best experiences that I had in my life.

What was the most important? I guess multilingual support was the first. Second, the speed of reaction of the agent. And third, I guess the feeling of a desire to help the customer honestly from the agent. In all the conversations that I had with the agent, I actually had the feeling that the person on that side was willing to help me and resolve the issue that I faced.

If you had an opportunity to recommend the Proactive Campaigns app, would you do it?

Yeah, definitely.