Blip.tv is a platform for web show creators to host and distribute videos for free. Since 2005, Blip.tv has grown rapidly from a business with only two users to a successful business with over 50,000 hosted shows and 96 million monthly views. This growth comes with new costs and responsibilities, including an influx in customer inquiries.
Blip.tv’s staff is a small startup company, with only thirty individuals able to provide support for the platform’s 44,000 users. For most growing companies, customer service can get pushed aside as new responsibilities and tasks arise. Blip.tv wanted to avoid neglecting their customers, which is why the company sought out Zendesk, a customer support and help desk company. Dina Kaplan, the co-founder of blip.tv, said, “We call customer support the operations of blip.tv. Our dedication to customer service is how and why blip.tv has been successful.” The customers are why Blip.tv is so successful and abandoning them would dramatically hurt the company.
One year ago, Blip.tv did not have a consolidated content support system. Blip.tv had two systems- one for support and another for customer feedback. The company needed a single solution to engage their customers better and to listen to customer ideas, requests and general feedback. Last year, Blip.tv started using Zendesk. Tom Reynolds, Blip.tv’s Content Relations Associate, said, “By the end of the first day using the software, we knew Zendesk was exactly what we were looking for.”
Zendesk is a growing help desk solution company that was only founded a few years ago, in 2007. Zendesk serves over 5,000 businesses, including Blip.tv. Zendesk is useful for internal and external support. The ticket management system that Zendesk provides is innovative and useful. Mikkel Svane, the CEO of Zendesk, said, “Customer support solutions have been out there for many years, but they haven’t been glamorous. We are revolutionizing this area.”
With Zendesk, Blip.tv is able to live up to its company policy that states that no email will go unanswered for more than 24 hours. Tickets are managed better because Zendesk assigns, routes and escalates tickets ensuring that they all get answered in a timely and efficient manner. Zendesk even offers Twitter integration with “twickets”, or tickets submitted through Twitter. This revolutionary advancement shows how Zendesk adapts to modernization. Zendesk continuously updates the features of its help desk and offers these updated features for free to its current customers. Blip.tv appreciates this because it ensures that the help desk solution will stay up-to-date.
Zendesk is an affordable solution. The pricing of the company’s help desk depends on the size of the business. Zendesk even offers a free 30 day trial to test out its product. Read more about Zendesk’s solution on its website.