Zendesk Startup CX Awards: Ascent360

Ascent360 partners with B2C marketers to simplify today’s increasingly complex data world and enable authentic relationships with prospects and customers. The Customer Data Platform (CDP) creates a single source of truth from siloed data sources. Ascent360 provides this consolidated information to clients to guide marketing strategies and help develop successful revenue-generating campaigns that increase engagement and maximize lifetime value.

The Ascent360 team uses Zendesk reporting on a weekly basis to view and present data to its C-suite team, allowing them to analyze incoming ticket volume, understand which support tier is handling the most tickets, and decide where to direct more support. These insights guide the creation of knowledge base articles that provide quick, self-service options to customers and help deflect support tickets.

In addition, Zendesk provides valuable feedback ratings from Ascent360 clients. These satisfaction scores help the team determine how to communicate with clients and understand which situations lead to negative customer experiences, so improvements can be made. Since implementing Zendesk, there has been a 392 percent increase in the number of tickets raised by clients (from October 2020 to November 2021), a result of the company’s growing clientele base.

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