Eric Chon is the Community Support Manager at Zwift, an online competitive cycling app for people who want to exercise and have fun while remaining indoors, and last year they hosted the first ever virtual Tour De France. Today we’re talking about how and why Zwift switched to a different CX platform. Eric tells us of how switching to Kustomer changed their company’s direction and the reasons behind making the switch.

About Eric and Zwift 0:26
Why Zwift switched to Kustomer 3:56
Omni channel 5:54
How moving from Zendesk to Kustomer happened 12:15
Advice for companies considering a change 14:13

“It’s a lot easier for us to kinda see, well how many calls did we get? How long were they? Which teams worked on them? And did that call turn into a chat? Did that chat turn into an email? We can see that transition. We can see how many of those there are and having the tools to be able to see like, well how often are we channel switching? Right? From one to the other, you know, that kind of information is just readily available at Kustomer.” 11:11

https://www.linkedin.com/in/ericchon/