As part of Snapt's efforts to provide the best customer support services, the company has implemented Zendesk, a customer service software and support ticket system.
Launched in 2012, Snapt provides virtualised and cloud-based load balancing, Web acceleration and security software. Its solution helps businesses keep their Web-based applications secure and running optimally, according to a company statement.
According to Dave Blakey, Snapt CEO, Zendesk will help Snapt to improve communication and making sense of massive amounts of data. The company says the solution allows the company to be both flexible and scalable - and more importantly, turn customer interactions into lasting relationships. "Snapt is now able to optimise customers' support experience and solve their problems as quickly as possible," says Blakey.
"The new solution allows us to put all our customer information in one place. This means that everything we need can be found in a single location, enabling efficient, relevant and personal communication with customers. Support can be delivered via multiple channels, and tailored to the client's own preferences."
Since the organisation already provides 24/7/365 support for Snapt's solutions, the real question it faced was how to improve on this, he notes. "The answer was to deliver even faster, simpler and easier support than ever before. We approached this from two angles. The first was a revamped and updated Web site, which makes it easier for customers to interact with us, while the second aspect was the implementation of Zendesk software."
In June last year, investment management firm Convergence Partners invested R15.57 million ($1 million) in Snapt. Since its launch, the company has built a client base of 10 000 customers across 50 countries and it opened its first US offices in Atlanta last year.
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