https://roca.work/testimonials-people daily 0.75 2023-04-03 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1680524261016-A56GAUF7K9VYKPL5VDHQ/image-asset.png Testimonials Faces - Kathy Elson, CEO SmartMLS We are very pleased with our experience working with the entire Roca crew. From the outset, they carefully listened to our overall goal, including our current struggle points, and developed a course of action that was tailored specifically to our most urgent needs. They provided workable solutions and took the time to walk us through their processes so we have a better understanding of the intricacies of Zendesk. With their help, we now have many of the tools we need to manage our environment more effectively in the future. Roca has wonderful team members all over the globe that made themselves available to us at all hours of the day (and night). Each specialist was exceedingly pleasant and professional, and completely vested in delivering the best solution for our unique needs. Everyone we have worked with has helped us move closer to our goals. We are encouraged by the results we have seen thus far and are excited about continuing our collaboration. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1680524261016-A56GAUF7K9VYKPL5VDHQ/image-asset.png Testimonials Faces - Kathy Elson, CEO SmartMLS We are very pleased with our experience working with the entire Roca crew. From the outset, they carefully listened to our overall goal, including our current struggle points, and developed a course of action that was tailored specifically to our most urgent needs. They provided workable solutions and took the time to walk us through their processes so we have a better understanding of the intricacies of Zendesk. With their help, we now have many of the tools we need to manage our environment more effectively in the future. Roca has wonderful team members all over the globe that made themselves available to us at all hours of the day (and night). Each specialist was exceedingly pleasant and professional, and completely vested in delivering the best solution for our unique needs. Everyone we have worked with has helped us move closer to our goals. We are encouraged by the results we have seen thus far and are excited about continuing our collaboration. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1660659086794-10I0XW4V9LVM2XBLW2TE/image-asset.png Testimonials Faces - Spencer Patton / Chief Customer Officer (CCO) Not only is this man incredibly talented when it comes to just about all things Zendesk-related, his is genuinely one of the best guys I've met. I'd be lying if I didn't say that one of the reasons I'd like to continue with ROCA is to continue working with such a bright dude like Barry who continues to interest me more and more in both Zendesk and ROCA itself. I genuinely cannot begin to tell you what a fantastic asset Barry is to your team, although I'm sure you're already quite aware. He's an absolutely wiz and an incredibly personable guy. I cannot speak highly enough of his attention to detail or his willingness to adapt to the day's requirements and requests. A true gentleman and a scholar. Viasox https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1669225617779-HYQLZ1PKU2LR86HFJZ1S/Danny.png Testimonials Faces - Danny Albers / Senior Project Manager CANdata reached out to Roca.work for help to leverage all the knowledge capture and search tools in our Zendesk enterprise platform. The Roca team took the overwhelmingly large and interlinked Zendesk guide documentation and brought it together for us into a roadmap we could follow to success. Roca.work exceeded expectations, and within a few weeks we went from a strong desire to improve to having a clear concise knowledge capture process for 5 product brands and we have been successfully using it since. CANdata https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1674277207090-X6JPVVAGYC2QH7K6YC38/image-asset.png Testimonials Faces - Elena Marinescu / Call Center Manager Am apelat la serviciile ROCA cu scopul de a optimiza și îmbunătăți sistemul de comunicare scrisă cu clienții noștri. Am găsit în Dominic și Gabriel parteneri profesioniști și de încredere, cu o abordare flexibilă nevoilor noastre. Un plus al muncii lor este eficiența și nivelul înalt de organizare, responsabilitatea și disponibilitatea de a răspunde rapid solicitarilor. Suntem încântați de calitatea serviciilor și așteptăm cu nerăbdare viitoare colaborări. Elefant https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1658461407902-KQVLH992BHDLNHW9VZEK/roland.png Testimonials Faces - Roland Hill / Sales Operations Specialist We quickly agreed terms and they commenced the build, utilising a resource located in Asia Pacific. After a 6-week period and two design iterations, they deployed a fully functional, robust add-on complete with deployment documentation. Working with ROCA was like working with a colleague. It was easy. Lines of communication were clear; customer driven scope changes were managed with a minimum of fuss and the final solution architecture robust. ROCA has allowed us to meet our digital transformation objectives. Trimax https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1658149634148-SFRTH9HVS284UYPO3U4V/image-asset.png Testimonials Faces - Katharina Hartmann / Project Manager Together, we managed to set up a customer community that is tailored exactly to the needs of our customers. To achieve this, the Roca team came up with creative solutions for Zendesk Gather. We look forward to continuing to work with the team to further improve customer experience. AEB https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1650023806788-8KHDR2AFFQVNVPH0R1U9/rory.png Testimonials Faces - Rory VanceRory Vance / Customer Support Team Lead As a new Zendesk client, we were impressed by the range of features available in the platform. But not really sure where to start, from an implementation pov! Fortunately, we were introduced to DominicCX through a warm referral and began our planning journey in earnest. Throughout the regular discovery and customization consultancy sessions, we gradually saw our vision of a new support platform take shape. Dominic and his team are professional, technically brilliant, intelligent, helpful, pragmatic and helped us deliver our implementation project on time and within budget. And DomincCX's fees are extremely competitive! I wouldn't hesitate to recommend Dominic and his team to anyone looking to roll out Zendesk for their organization. We look forward to continuing our working relationship with Dominic and his team in the future. EaglePoint Software https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1643731612112-EA41RNOU5C8598F9YVN0/deborah.png Testimonials Faces - Deborah Olateru / Account Manager Working with Dominic was seamless. He and his team were very responsive and diligent. They recommended best practises while we were setting up our zendesk account. They also came up with creative solutions for needs and delivered in time. We are happy and satisfied working with Dominic Coinhaven https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171476795-WSTFEYFGB9HUTM26AT2K/fred.png Testimonials Faces - Frederic Kunz / Special Projects Manager Dominic began working with us under an extremely tight deadline and was able to deliver everything we requested with excellent reporting tracking every step and educating us along the way. The whole team was and is very happy with both Dominic and Paul's services and will continue working with them and recommend them to any company looking to implement Zendesk in their customer service plan. Choco https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171103693-UTXOHE75YIBPU2GNDDJ7/_50A4610.jpg Testimonials Faces - Michelle Peters / Customer Support Manager I want to say thank you for supporting us with Zendesk, you and Paul have been a great help during the last weeks and I think we have already made huge progress with setting up a new structure in Zendesk. We really enjoyed working on this and definitely learned a lot! Lanes & Planes https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171129360-4FUJRNGFJ8UHWWDQRHVT/Screenshot+2022-01-04+at+17.05.56.png Testimonials Faces - Josefine Adam / Business Development Manager Dominic was always available to figure out the solution for all kinds of questions we had. He was of great help for us to get a fast and solid understanding of how to make the best use out of Zendesk Support and Guide to enable self-serve for our customers as well as make the work of our agents more transparent and efficient. We enjoyed the organized work style and the pleasant collaboration. Home.ht https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171174652-YKZG2Z2X3N01IQ5VSRGR/doreen.png Testimonials Faces - Doreen Berard / Director, Global Customer Service MOO has worked with Dominic over the past few years. In each instance, he was professional and responsive. Any changes or updates that needed to happen he would clarify to ensure he understood our needs and would set reasonable expectations. It was reassuring to partner with Dominic. MOO https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171147987-CRKVPU0VSZG2E7405QDI/Screenshot+2022-01-04+at+17.09.40.png Testimonials Faces - Terese Szmulik / CX Manager Working with Dominic is always a smooth experience, and we've always been more than happy with the finished outcome HappySocks https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171326467-MW3KIM3Q5S1FBVJP5ZKK/florian.png Testimonials Faces - Florian Senda / Customer Satisfaction Project Lead Dominic served as technical implementation manager while I was the project manager. Working with him was always focussed. He anticipated our needs and was able to deliver matching output. Besides that he was a good coach and trainer for all features that were rolled out. Vorwerk https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171364287-0NRVVZQ2E1AR1U4ECXZN/matt.png Testimonials Faces - Matthew Farrington-Smith / Customer Journey Manager Dominic has always been there for us when needed and delivers a high standard of work. SwiftKey https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171416689-OWRF35THM6B6PLHHGLY1/ted-choper.png Testimonials Faces - Ted Choper / Director of Customer Experience Really enjoyed working with you and your team. You did really nice work for a reasonable price. Fleetsmith https://roca.work/home-2 daily 0.75 2023-04-11 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1589281211000-H8OC2M0GWY6SVZNX6RXA/Surprise%2BParty%2BSocial%2BMedia%2BPost%2B%282%29.png Home https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e4a3580f-a011-4774-8bc8-12c368676acf/dominic.png Home - Make it stand out Dominic Brasoveanu, ROCA CEO https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/d70218ce-7c8e-4167-9caa-03872291be70/PartnerBadges-%28ImplementationAdvanced%29-011122-1000px.png Home https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/3e28f3a3-3432-4b42-86f1-39eaeb187507/premier-partner-342x168.png Home - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1674480008003-RRNRUUXYEWJNKZAZPHIA/ZD+bp.png Home - Make it stand out Zendesk Best Practices for Enterprise 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How To Show Custom Objects In Zendesk Guide - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/6c957b87-5cf5-4630-8f34-91b91b322dc0/image+of+the+code.png Blog - How To Show Custom Objects In Zendesk Guide - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/how-to-deliver-great-customer-service monthly 0.5 2024-07-01 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/60b0fd06-3373-4d92-9698-91516501dff0/5+yellow+stars+on+a+pink+and+blue+background.jpg Blog - 5 Ways To Deliver Great Customer Service - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/a324fa66-a739-4799-a795-0917ac2de866/2+hands+grasping+each+other.jpg Blog - 5 Ways To Deliver Great Customer Service - 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5 Ways To Deliver Great Customer Service - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/small-business-invest-customer-support monthly 0.5 2024-07-01 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/82c3d0c3-5a01-4652-b036-58f6a771a7f1/Man+taking+one+dollar+bill+out+of+wallet.jpg Blog - Should A Small Business Invest In Customer Support? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e0314a0d-cb2a-46a4-ba1f-d793778e1a6e/Person+taking+notes+in+their+notebook.jpg Blog - Should A Small Business Invest In Customer Support? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/60e29130-f5e6-4d49-8d84-cc800d5dcdc0/customerexperience.png Blog - Should A Small Business Invest In Customer Support? - 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Zendesk Training - Takeaways for Why and How to Do It? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1662761562414-VVYT9VBPHQZECG6ZPVB2/dominic-presenting-onboarding-course---squarespace-homepage.png Blog - Zendesk Training - Takeaways for Why and How to Do It? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/rocawork/how-to-add-zendesk-chat-to-website monthly 0.5 2022-09-21 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/390978b2-7fa8-4823-8022-3a628f721943/Instant-Messaging-Solutions-for-Programmers-min.jpg Blog - How to Add Zendesk Chat to My Website - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/b4a17a50-f682-4bde-8523-b33e209bd7f2/chat_app_open_chat-min.png Blog - How to Add Zendesk Chat to My Website - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/f9f78882-eafd-433c-8681-d5a845dd9a51/chat_app_availability-min.png Blog - How to Add Zendesk Chat to My Website - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/a5ebfe06-ca08-44f6-a856-d5860752b47b/chat_app_serve_chat_button.png Blog - How to Add Zendesk Chat to My Website - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/bca87aaf-58b3-46aa-9451-5ea7111ec7c6/1+z.png Blog - How to Add Zendesk Chat to My Website - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/bc03de6e-d1f8-4582-b3cf-8e3d28824d01/dominic-presenting-ebook3.png Blog - How to Add Zendesk Chat to My Website - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/3-examples-of-personalised-customer-experiences-using-zendesk monthly 0.5 2022-08-31 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/0f284ce2-0baf-4157-aa94-88422c592e5b/test-2.png Blog - 3 Examples of Personalised Customer Experiences Using Zendesk - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/b7b58d71-9153-4060-838d-4d1615acdc59/zd2-1.png Blog - 3 Examples of Personalised Customer Experiences Using Zendesk - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/15-15-steps-to-setup-your-zendesk-in-a-few-hours monthly 0.5 2022-08-31 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/47c00242-073e-4ce7-9fab-dab6c0afe2a6/runner-start-line.png Blog - 15 Steps To Setup Your Zendesk In A Few Hours - Super Fast! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/2fef18b6-4ade-4d54-b0ac-13b08e63bd8a/istockphoto-147875257-612x612.jpg Blog - 15 Steps To Setup Your Zendesk In A Few Hours - Super Fast! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e81c6295-1393-46c3-81d7-65e65baf86be/zendesk+checklist.gif Blog - 15 Steps To Setup Your Zendesk In A Few Hours - Super Fast! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/4-ways-of-scaling-customer-support-with-automation monthly 0.5 2022-08-23 https://roca.work/blog/5-things-to-look-for-when-choosing-the-right-zendesk-consultant monthly 0.5 2022-08-22 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/a10a2374-11db-4049-97c5-4671cd9e40ed/leadership-failures-1024x751.jpg Blog - 5 Things To Look For When Choosing The Right Zendesk Consultant. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/5b9bd909-3015-4597-9025-d577ecf8cad6/7c3d18322dcee943c904105a2e09eefd.jpg Blog - 5 Things To Look For When Choosing The Right Zendesk Consultant. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/5-reasons-why-you-want-switch-to-zendesk-messaging monthly 0.5 2022-08-10 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e1a2fafc-2882-4fce-b661-4fb8cc905bb0/5dceb54bc24ed5e0635e914c7f87e57e--the-sword-merlin.jpg Blog - 5 Reasons Why You Want Switch To Zendesk Messaging - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/b1809c5d-4f18-4f1e-a9b5-80cc4b3b9384/The-new-generation-of-robots-will-have-more-human-hands.jpg Blog - 5 Reasons Why You Want Switch To Zendesk Messaging - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/4-examples-of-what-can-go-wrong-in-zendesk-without-good-reporting monthly 0.5 2022-08-02 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/afd11adb-6ee0-457d-885c-210ba848a9f1/getty_810047432_417084.jpg Blog - 4 Examples Of What Can Go Wrong In Zendesk Without Good Reporting - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/blog/ro/7-sfaturi-pentru-un-sistem-serviciu-clieni-de-succes monthly 0.5 2022-07-22 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/49ba477b-dcec-44fa-890c-1019e46f1701/istockphoto-1227448450-170667a.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 1. Cunoaște-ți afacerea Fiecare afacere evoluează în timp, la fel și serviciile și produsele sale, dar asta se întâmplă în funcție de nevoile și dorințele clientului. Una dintre prioritățile tale principale este să afli care sunt interesele clienților tăi, astfel încât să poți identifica mai clar ce poate oferi afacerea ta și ce poate face pentru ei. Deci, cum afli ce doresc clienții tăi? Poți identifica acest lucru prin clasificarea solicitărilor de servicii pentru clienți în urma căreia poți acționa potrivit nevoilor. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/60b5aec3-1a76-491c-b3a3-bca0424fd214/959613.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 2. Construiește-ți echipa O echipă bine definită este ca mersul unui ceas. Când toate aspectele afacerii tale sunt pe mâinile unor oameni dedicați și capabili, există puține șanse pentru erori. A avea pe cineva desemnat să se ocupe de solicitările clienților tăi, în timp util și cu răspunsurile și feedback-ul potrivit, este esențial pentru un sistem de servicii clienți foarte bun. Evaluează nevoile afacerii tale, structurează echipele și potrivește oamenii cu sarcinile! https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/4a26702b-a444-4115-a036-232c04f5bcda/student-library-26408.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 3. Încurajează autoservirea În timp ce unii preferă să li se răspundă la întrebări, altora le place să găsească singuri informația. Acest lucru nu numai că oferă companiei tale transparență, având cunoștințe disponibile pentru interesele publicului, dar economisește și timp în soluționarea cererilor. Poți oferi clienților o cale către răspunsuri mai rapide printr-un sistem tip chatbot. Mai mult decât atât, acești asistenți AI reduc costurile, folosesc mai bine timpul personalului și oferă servicii pentru clienți în timpul orelor în care angajații nu sunt disponibili. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/11ca8501-e0bf-47b9-aec5-ab0d8a510744/istockphoto-501770708-612x612.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 4. Gestionează-ți tichetele Un serviciu pentru clienți defectuos poate rezulta și din pierderea evidenței tichetelor solicitate de către aceștia. Mesajele rămase fără răspuns și nevăzute duc la frustrare, pierderea de clienți potențiali și informații importante despre utilizatori. Pentru a evita această situație, implementează un sistem de ticketing simplu și eficient, care să asigure că nicio solicitare nu rămâne nesoluționată. Poate fi realizat printr-un software de gestionare a tichetelor ușor de utilizat, care poate oferi și alte funcții precum rutarea tichetelor, clasificarea și etichetarea informațiilor. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/7028be77-10d4-479a-b5ed-a0c9f8154d09/skittle_houses.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 5. Automatizează sarcinile Poți lucra inteligent și cu mai puțin efort! Există cu siguranță lucruri la care te poți gândi și face în avans, implicând afacerea ta. Cum ar fi: programarea e-mailurilor clienților, alocarea de sarcini săptămânale și lunare pentru echipa ta, extragerea automată a datelor de performanță, clasificarea solicitărilor clienților și generarea de răspunsuri automate pentru cele frecvente. Există instrumente și aplicații pentru fiecare dintre acestea enumerate mai sus, care vă pot crește productivitatea și reduce volumul de muncă. Hey, poate chiar poți angaja mai puțin personl https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/a7ba13d8-b679-4b3c-8ff5-7aad0323c125/hand-puzzle-photo.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 6. Integrează aplicații Dispune de o vedere la 360 de grade asupra clienților tăi utilizând integrarea diferitelor sistem cu care lucrezi. Oamenii comunică pe diferite aplicații în funcție de preferințe sau accesibilitate. Făcând acest lucru, informațiile despre profilul clientului sunt împrăștiate peste tot. Pentru a rezolva această problemă, poți integra aplicațiile/sistemele tale cu care îți administrezi afacerea intr-un sistem unic în care acestea pot funcționa împreună, ca un întreg, pentru a partaja și stoca mai bine informații și date. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/089a807d-f18f-4783-b25f-fbb8fac5a46a/pile-of-colorful-hats-are-on-sale-at-the-marketplace.jpg Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - 7. Vezi totul în ansamblu Cunoașterea afacerii tale din interior și din exterior este ceea ce îi va menține activitatea eficientă. Obținerea de informații despre afaceri se face prin identificarea, curățarea și validarea datelor, efectuarea de teste și rezumarea muncii. Nimic nu este perfect, așa că nu îți fie teamă de greșeli! Pentru un progres mai bun îți recomandăm metoda de lucru PDCA. Plan (Planifică), Do (Fă), Check (Verifică), Act (Acționează) este o metodă de management folosită în afaceri pentru a îmbunătăți continuu procesele, serviciile și produsele. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/aa7e992e-2e97-4010-b7e1-ec3e68c7eee6/domi_pic1.png Blog - 7 Sfaturi pentru un Sistem de Servicii Clienți de succes - Make it stand out Dominic Brașoveanu și a lui față te invită la o discuție despre afacerea ta. https://roca.work/blog/7-amazing-tips-for-a-successful-customer-service-system monthly 0.5 2022-07-26 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/da418a1c-8338-4447-a9ee-3182d73102d5/istockphoto-1227448450-170667a.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 1. Know your business Every business evolves in time, and so do its services and products, but that happens according to the customer’s needs and desires. One of your top priorities is to find out what your customers’ interests are, so you can identify more clearly what your business can give and do for them. So, how do you find out what your customers want? You can identify that by categorizing customer service requests and take action accordingly. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/cb3faaea-e693-4528-8331-b29ddad36217/959613.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 2. Define your teams A well-defined team is like clockwork. When all the aspects of your business are covered by dedicated and capable people there is little room for errors. Having someone assigned to take care of your customer requests, in time and with the right answers and feedback, is crucial to a successful working customer service system. Evaluate your business’s needs, structure your teams and match the people with the tasks. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/aa5b3f62-0b17-4084-af68-1f02ed65826b/student-library-26408.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 3. Provide Self Service While some prefer having their questions answered, others enjoy finding information on their own. Not only does this give your company transparency by having knowledge available for the public's interests, but it also saves you time in solving requests. You can give your customers a route to faster answers through chatbots. More than this, these AI assistants reduce costs, use staff time better, and provide customer service during hours when live employees are unavailable. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/11ca8501-e0bf-47b9-aec5-ab0d8a510744/istockphoto-501770708-612x612.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 4. Manage your tickets Bad customer service can also result from losing track of your customer request tickets. Unanswered and unseen customer messages result in frustration, loss of leads, and important user information. To avoid this situation implement a simple and efficient ticketing system, that ensures no requests remain unsolved. It can be done by a user-friendly ticketing management software, that can also be able to provide other functions like ticket routing, categorization, and tagging. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/7028be77-10d4-479a-b5ed-a0c9f8154d09/skittle_houses.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 5. Automate repetitive tasks Work smarter not harder! There are surely things that you can think of and do in advance, involving your business. Like: scheduling customer emails, assigning weekly and monthly tasks for your team, automatically extracting performance data, categorizing customer requests, and generating automated responses for the frequent ones. There are tools and apps for each and one of these that can increase your productivity and lessen work. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/a7ba13d8-b679-4b3c-8ff5-7aad0323c125/hand-puzzle-photo.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 6. Integrate apps Have a 360 view of your customers by using application integration. People communicate on different apps according to preferences or accessibility. By doing this, the customer profile information they provide is scattered all over the place. To solve this problem you can give your business apps a system in which they can function together as a whole for sharing and storing information and data better. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/089a807d-f18f-4783-b25f-fbb8fac5a46a/pile-of-colorful-hats-are-on-sale-at-the-marketplace.jpg Blog - 7 Amazing Tips For A Successful Customer Service System - 7. Have good insights Knowing your business on the inside and the outside is what keeps your activity efficient. Getting business insights is done by identifying, cleaning, and validating data, running tests, and summarizing your work. Nothing is perfect, so don’t fear mistakes! For better progress, we recommend the PDCA method of work. Plan, Do, Check, Act is a management method used in business to continuously improve processes, services, and products. https://roca.work/blog/7-tips-for-travel-companies-to-deal-with-peak-season-in-zendesk monthly 0.5 2022-08-27 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/bff0bbd5-08f6-45e3-ad35-d5a5f69f98d7/next-generation-bcdrx950.jpg Blog - 7 Tips For Travel Companies To Deal With Peak-Season In Zendesk - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/3e2142a3-8b98-473b-8058-2f5e0c98ffec/pexels-karolina-grabowska-4397898.jpg Blog - 7 Tips For Travel Companies To Deal With Peak-Season In Zendesk - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/15bed342-47cf-4674-b358-0496e50711ad/pexels-alok-sharma-177707.jpeg Blog - 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MOO Guide Customisation https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1591011208303-KSLCGVNK90MC56EQPMG3/83260937_1221364244874072_2742428414832017408_n.jpg Blog - MOO Guide Customisation https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1591011209059-XNF282G525F7ZT5HRAT2/101544810_712615662875407_2439602421253537792_n.jpg Blog - MOO Guide Customisation https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1591011209458-LILE47UU113I6UMZOE98/101030622_421844948698824_4343918309582831616_n.jpg Blog - MOO Guide Customisation https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1591011208526-174M5OHZQ38OOWXQ3CKW/101216500_1325768084284289_9146456358063702016_n.jpg Blog - MOO Guide Customisation https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1591011209256-KBH21FG63CLZOV7V5NMF/101060415_450281375838034_1336506278196805632_n.jpg Blog - MOO Guide Customisation https://roca.work/blog/zendesk-app-demo-connect-sales-database-and-zendesk-sunshine monthly 0.5 2020-05-12 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588844051833-6WDIWPA6WEN1JI76TEBX/sales+db2.jpg Blog - Zendesk App Demo: Connect Sales Database and Zendesk Sunshine https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588844511797-Z5NXSD39BBDF9GZ5UVLB/Screen+Shot+2020-05-07+at+11.07.37.png Blog - Zendesk App Demo: Connect Sales Database and Zendesk Sunshine https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588851223455-6AYB261KDREZ64JMV0O0/Sunshine+app.png Blog - Zendesk App Demo: Connect Sales Database and Zendesk Sunshine https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588852075591-N93QS5V7NYKNCEZ9O91E/Add+asset.png Blog - Zendesk App Demo: Connect Sales Database and Zendesk Sunshine https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588852674957-M31B13DME0549OSU8SKU/Events+tracking+app.png Blog - Zendesk App Demo: Connect Sales Database and Zendesk Sunshine https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588871064841-WVF2YME6RLLT1D25ONCH/Viewed+articles.png Blog - Zendesk App Demo: Connect Sales Database and Zendesk Sunshine https://roca.work/blog/how-to-do-a-zendesk-account-health-check monthly 0.5 2022-04-26 https://roca.work/blog/zendesk-guide-customization-examples monthly 0.5 2022-08-19 https://roca.work/blog/improve-customer-satisfaction-ratings-with-your-knowledge-base monthly 0.5 2020-07-29 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588511803920-IMB3E7LF4UG4ITN6Y4Q8/Knowledge+base-01.png Blog - Improve Customer Satisfaction Ratings — Knowledge Base The importance of having a well documented Knowledge Base. https://roca.work/blog/categorize-your-requests-well-to-improve-customer-satisfaction monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588513704152-91HLOC1BQDEWZLHQPOH9/1_S-IBwy435_c4qj4TJbKTQA%402x.jpeg Blog - Improve your Customer Satisfaction Ratings — Request Categorization https://roca.work/blog/5-tips-to-improve-your-customer-satisfaction-ratings-csat monthly 0.5 2020-06-04 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1591266886386-N0V7B53C08XBAKZ25C3R/artwork+dominiccx-01.png Blog - 5 Tips To Improve your Customer Satisfaction Ratings — CSAT https://roca.work/blog/improve-customer-satisfaction-ratigs-first-reply-time monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588514870383-W5OZUSC2N4NHOI8X83KC/artwork-01.png Blog - Improve Customer Satisfaction Ratings — First Reply Time https://roca.work/blog/use-apis-to-filter-incoming-requests monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588516087801-E7FSKH5UC1QIBCUX1AB6/1_X6hO-Q0wiGnmudzQVmzOuw.gif Blog - Use APIs to filter incoming requests https://roca.work/blog/how-to-have-a-successful-booking-business-with-skyscanner monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588516671206-4H6T1XEMJK86CFC9NRZ9/1_LJ0akTCnNtkvY40AIcMl8A.jpeg Blog - How to have a successful booking business — with Skyscanner https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588516774269-4O4ENDHXII1JT5MX0Q2M/1_bM5MVUDlCVuCjvnPCCqQOA.jpeg Blog - How to have a successful booking business — with Skyscanner https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588516858573-FQQH8EDSF98I03WAUMWK/image-asset.gif Blog - How to have a successful booking business — with Skyscanner https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588516908611-0P526SC5O1QYNSBMVNC4/1_c9-Ye8TTMBOxYJa20YZbYw.png Blog - How to have a successful booking business — with Skyscanner https://roca.work/blog/improve-your-product-features-with-a-private-community-with-swiftkey monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588517617407-RLD111EGZ477FR5A8HZI/1_VOghbKZXJLW8IY_E6PC5wA.jpeg Blog - Improve your product features with a private community — with SwiftKey https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588517683863-OARFWSZGRGV48OCX2V0K/1_D5LC5LV_efN8Kn79fnXBQw.jpeg Blog - Improve your product features with a private community — with SwiftKey https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588517731337-KIX1I6HIZTRZUG1XP02B/1_zptm-j79jf0L4sdS9M5Q1w.jpeg Blog - Improve your product features with a private community — with SwiftKey https://roca.work/blog/ticket-deflection-reducing-incoming-tickets-with-self-service-and-categorising-requests monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588518120992-TT7UJ0VIWEQJMO1JDJ0G/image-asset.gif Blog - Ticket Deflection – Reducing Incoming Tickets With Self Service and Categorising Requests Post relevant articles to the topic the user is reaching out for https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588518192416-9G6SM80VT0K3NTYG1WQT/image-asset.gif Blog - Ticket Deflection – Reducing Incoming Tickets With Self Service and Categorising Requests Categorise your request with Zendesk forms. https://roca.work/blog/how-to-create-a-powerful-help-center-in-zendesk monthly 0.5 2020-05-05 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588518896295-WHC05PTZILRSV70H2HD9/1_Co4B9aL32mLnXh58KcnoeQ.png Blog - How to create a powerful Help Center or Guide in Zendesk https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588518944414-OR3DC7D5YJ9RLTHXFO8H/1_5c9MjrhieZOkmRcQFZYDHg.png Blog - How to create a powerful Help Center or Guide in Zendesk https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1588519005077-G19C6MJMA23JHLB9O20V/1_qr5p8FdeBsA3e4kRLFev4Q.png Blog - How to create a powerful Help Center or Guide in Zendesk https://roca.work/blog/category/Zendesk+Setup monthly 0.5 https://roca.work/blog/category/Zendesk+Guide+Portfolio monthly 0.5 https://roca.work/blog/category/Customer+Experience monthly 0.5 https://roca.work/blog/category/Zendesk+Romania monthly 0.5 https://roca.work/blog/category/Customer+Satisfaction monthly 0.5 https://roca.work/blog/category/Zendesk monthly 0.5 https://roca.work/blog/category/Zendesk+Training monthly 0.5 https://roca.work/1-day-offer daily 0.75 2026-02-10 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/27bc3f78-4a7f-4817-83be-8604847c377b/IMG_2065_2.png 1 day offer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1647002795404-D5LEYFLAUFLXEUX5D2F7/skyscanner_b%2526w.jpg 1 day offer https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642152481081-C6F7342WV03IBLT3Y4G2/vorwerk_b%26w.png 1 day offer https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642161842368-3SPQB8UFUR286G0KJSQH/happysocks_b%26w.png 1 day offer https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642152474666-P2B47DV7D3CR5LWGPNAF/khanacademy_b%26w.png 1 day offer https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642152486883-H7AKNGSLQZQU5GSSFL70/depop_b%26w.png 1 day offer https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642161850103-IWQY27HLQCG3YCFMCF80/traderepublic_b%26w.png 1 day offer https://roca.work/team daily 0.75 2023-04-03 https://roca.work/services/zendesk-onboarding2 daily 0.75 2023-04-11 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/3213c733-9b74-4b66-b1a4-41146ca8738a/oboarding-in-comparison-to-others.png Services - Zendesk Onboarding - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171129360-4FUJRNGFJ8UHWWDQRHVT/josefine.png Services - Zendesk Onboarding - Josefine Adam / Business Development Manager Home.ht Josefine Adam / Business Development Manager Dominic was always available to figure out the solution for all kinds of questions we had. He was of great help for us to get a fast and solid understanding of how to make the best use out of Zendesk Support and Guide to enable self-serve for our customers as well as make the work of our agents more transparent and efficient. We enjoyed the organized work style and the pleasant collaboration. Home.ht Mar 19, 2021 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171476795-WSTFEYFGB9HUTM26AT2K/fred.png Services - Zendesk Onboarding - Frederic Kunz / Special Projects Manager Frederic Kunz / Special Projects Manager Dominic began working with us under an extremely tight deadline and was able to deliver everything we requested with excellent reporting tracking every step and educating us along the way. The whole team was and is very happy with both Dominic and Paul's services and will continue working with them and recommend them to any company looking to implement Zendesk in their customer service plan. Choco Dec 8, 2021 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1643731612112-EA41RNOU5C8598F9YVN0/deborah.png Services - Zendesk Onboarding - Make it stand out Deborah Olateru / Account Manager Working with Dominic was seamless. He and his team were very responsive and diligent. They recommended best practises while we were setting up our zendesk account. They also came up with creative solutions for needs and delivered in time. We are happy and satisfied working with Dominic Coinhaven Feb 1, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/297bb50f-eadd-468f-9859-2257720165b3/1.png Services - Zendesk Onboarding - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e579d399-68bf-4cfb-806d-437df76bf6ab/2.png Services - Zendesk Onboarding - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/02b7866d-953e-43a0-a4ef-2b25237089ab/3.png Services - Zendesk Onboarding - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/services/zendesk-optimisation daily 0.75 2023-03-31 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/43c6f58f-0831-4c19-841c-838fa4087072/optimisation-in-comparison-to-others2.png Services - Zendesk Optimisation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171103693-UTXOHE75YIBPU2GNDDJ7/michelle.png Services - Zendesk Optimisation - Josefine Adam / Business Development Manager Home.ht Michelle Peters / Customer Support Manager I want to say thank you for supporting us with Zendesk, you and Paul have been a great help during the last weeks and I think we have already made huge progress with setting up a new structure in Zendesk. We really enjoyed working on this and definitely learned a lot! Lanes & Planes Jun 10, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171174652-YKZG2Z2X3N01IQ5VSRGR/doreen.png Services - Zendesk Optimisation - Frederic Kunz / Special Projects Manager Doreen Berard / Director, Global Customer Service MOO has worked with Dominic over the past few years. In each instance, he was professional and responsive. Any changes or updates that needed to happen he would clarify to ensure he understood our needs and would set reasonable expectations. It was reassuring to partner with Dominic. MOO Apr 9, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171147987-CRKVPU0VSZG2E7405QDI/tereze.png Services - Zendesk Optimisation - Make it stand out Terese Szmulik / CX Manager Working with Dominic is always a smooth experience, and we've always been more than happy with the finished outcome HappySocks Sep 16, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/297bb50f-eadd-468f-9859-2257720165b3/1.png Services - Zendesk Optimisation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e579d399-68bf-4cfb-806d-437df76bf6ab/2.png Services - Zendesk Optimisation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/02b7866d-953e-43a0-a4ef-2b25237089ab/3.png Services - Zendesk Optimisation - Make it 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Testimonial & Happy Clients https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1648534766952-OV12BGNSEFB2VM23MB0C/gainsight.png Testimonial & Happy Clients https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1648534767543-N4CZ7PFJ9HZS5DPWY9WC/vidyo.png Testimonial & Happy Clients https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1648534995041-0YJ1LK71M7OTAYGNC8JN/doodle.png Testimonial & Happy Clients https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/2d818856-34bb-4565-9f40-db16e4bdf584/mary-garcia.png Testimonial & Happy Clients - Make it stand out Mary Garcia, CSM MCM House is a leading Australian furniture brand. When we began onboarding Zendesk, we needed a reliable partner to guide us through the setup efficiently within a tight timeline. Roca’s support has been exceptional throughout this process. Their expertise and commitment have been invaluable, ensuring a smooth transition while working closely with our team to establish internal processes and automation. A special mention to Gabriel, who has been a true superstar—always ready to answer our questions and provide clarity without hesitation. We deeply appreciate Roca’s dedication and support, and we highly recommend them to any business looking for a seamless and professional Zendesk setup experience. MCM House https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/de4ea0f7-a0fd-4c34-a108-e82bc3bd312a/sarah-rosensweig.png Testimonial & Happy Clients - Make it stand out Sarah Rosenzweig, CX Manager We started noticing a decrease in CSAT and struggled to identify trends. I partnered with Roca.Work for a 3rd party analysis. Within 24 hours, Roca.Work provided a comprehensive analysis with actionable next steps which included: Process improvements in Zendesk, Agent behavioral changes & Topics for focus with our contact center. Cointracker https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/543a5272-4610-4cba-8ad3-6d14a882c6b0/elana-lisch.png Testimonial & Happy Clients - Make it stand out Elana Lisch / CSM I am delighted to share a glowing testimonial for the Roca team, whose excellence truly stood out during our entire engagement. The Roca team exhibited a remarkable level of expertise and professionalism that significantly enhanced our operational efficiency. One of their standout contributions was the creation of much-needed reports that not only met but exceeded our expectations. These reports provided invaluable insights and clarity, empowering our Zendesk team to make well-informed decisions. Moreover, the Roca team demonstrated an impressive ability to bring structure to our Zendesk operations. Their strategic approach and meticulous planning helped streamline our processes, contributing to a more organized and efficient workflow. This structural improvement had a direct and positive impact on our team's productivity and overall performance. What sets the Roca team apart is not just their technical prowess, but also their commitment to knowledge sharing and education. Throughout our collaboration, they took the time to educate our team on best practices within the Zendesk environment. This knowledge transfer was instrumental in empowering our team members, enabling them to navigate the platform with greater confidence and proficiency. In summary, the Roca team's comprehensive and collaborative approach played a pivotal role in elevating our Zendesk experience. Their commitment to excellence, coupled with their ability to deliver tangible and sustainable improvements, makes them a standout partner. I wholeheartedly recommend the Roca team for anyone seeking a dedicated and proficient team to enhance their operational capabilities. CulinaHealth https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/83f5cee9-7eff-4c42-af11-a8feb016c0f4/andrei-ezugi.png Testimonial & Happy Clients - Make it stand out Andrei Moraru, CS Manager As the Customer Service Manager for one of the leading companies in the online gambling industry, I would like to recommend ROCA for the outstanding services provided. Our primary objective was to seamlessly migrate our entire data from the legacy CRM solution we previously utilized to Zendesk. However, ROCA went above and beyond by not only assisting with the migration but also sharing valuable knowledge on optimizing Zendesk's capabilities. Throughout the entire process, ROCA exhibited remarkable flexibility. The project was led by Georgia and Gabriel, under the close supervision of Dominic. Even after the completion of the project, we felt comfortable reaching out to them for guidance. I would like to express my gratitude to Dominic, Georgia, Gabriel, and the entire ROCA company for their exceptional support. We cannot wait for future collaborations with ROCA. Ezugi July 17, 2023 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1658461407902-KQVLH992BHDLNHW9VZEK/roland.png Testimonial & Happy Clients - Make it stand out Roland Hill / Sales Operations Specialist We quickly agreed terms and they commenced the build, utilising a resource located in Asia Pacific. After a 6-week period and two design iterations, they deployed a fully functional, robust add-on complete with deployment documentation. Working with ROCA was like working with a colleague. It was easy. Lines of communication were clear; customer driven scope changes were managed with a minimum of fuss and the final solution architecture robust. ROCA has allowed us to meet our digital transformation objectives. Trimax July 22, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/fe03da1f-be28-42bb-bf17-5cd50ff8a836/katharina.png Testimonial & Happy Clients - Make it stand out Katharina Hartmann / Project Manager Together, we managed to set up a customer community that is tailored exactly to the needs of our customers. To achieve this, the Roca team came up with creative solutions for Zendesk Gather. We look forward to continuing to work with the team to further improve customer experience. AEB July 18, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1650023806788-8KHDR2AFFQVNVPH0R1U9/rory.png Testimonial & Happy Clients - Make it stand out Rory VanceRory Vance / Customer Support Team Lead As a new Zendesk client, we were impressed by the range of features available in the platform. But not really sure where to start, from an implementation pov! Fortunately, we were introduced to DominicCX through a warm referral and began our planning journey in earnest. Throughout the regular discovery and customization consultancy sessions, we gradually saw our vision of a new support platform take shape. Dominic and his team are professional, technically brilliant, intelligent, helpful, pragmatic and helped us deliver our implementation project on time and within budget. And DomincCX's fees are extremely competitive! I wouldn't hesitate to recommend Dominic and his team to anyone looking to roll out Zendesk for their organization. We look forward to continuing our working relationship with Dominic and his team in the future. EaglePoint Software April 15, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1643731612112-EA41RNOU5C8598F9YVN0/deborah.png Testimonial & Happy Clients - Make it stand out Deborah Olateru / Account Manager Working with Dominic was seamless. He and his team were very responsive and diligent. They recommended best practises while we were setting up our zendesk account. They also came up with creative solutions for needs and delivered in time. We are happy and satisfied working with Dominic Coinhaven Feb 1, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/78757bec-8099-472b-b0d0-a7ea954316d3/ted-choper.png Testimonial & Happy Clients - Make it stand out Ted Choper / Director of Customer Experience Really enjoyed working with you and your team. You did really nice work for a reasonable price. Fleetsmith https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171147987-CRKVPU0VSZG2E7405QDI/tereze.png Testimonial & Happy Clients - Make it stand out Terese Szmulik / CX Manager Working with Dominic is always a smooth experience, and we've always been more than happy with the finished outcome HappySocks Sep 16, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/881e392f-2904-40ec-9da7-8a6257e5f592/jafar.png Testimonial & Happy Clients - Make it stand out Jafar Shahin, Customer Operations Manager We partnered with ROCA.work to overhaul and optimize our Zendesk setup at FundingPips, and the experience exceeded expectations across the board. Their technical expertise was immediately evident — they understood our requirements quickly and delivered clean, effective solutions without back-and-forth. Communication was proactive and clear throughout, and the speed of delivery was impressive given the complexity of what we needed. The quality of work speaks for itself: our Zendesk workflow is now significantly more efficient, and the improvements have had a direct positive impact on how our support team operates day-to-day. Beyond the technical work, ROCA.work felt like a genuine partner — responsive, professional, and invested in getting it right. We'll continue working with them and wouldn't hesitate to recommend them to any team looking to get the most out of their Zendesk setup. FundingPips https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/0eef1202-e87a-44da-b378-60c59f861e2c/james.png Testimonial & Happy Clients - Make it stand out James Murphy, Support Engineer ROCA provided expert advice on Zendesk setup and management, and went above and beyond to help implement custom solutions for our unique workflows. They were incredibly helpful with answering questions and guiding our process to level up our Zendesk usage and position our team for success. Maphabit https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/7734fde2-d439-4ffd-951f-415b3130a2da/macro-buckhart.png Testimonial & Happy Clients - Make it stand out Marco Burkart, CEO PopyTrade Working with Dominic and ROCA on our Help Center customization was an absolute game-changer! They didn't just knock it out of the park—they redefined the standard. The team is incredibly competent and reliable, giving us total peace of mind from start to finish. We were particularly impressed by how fast they operated without ever compromising on quality. They turned our outdated platform into a stunning, on-brand experience. For anyone needing Zendesk customization: ROCA is the fast, reliable, and expert team you want by your side! PopyTrade https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/ce60619c-a736-4189-8a3e-c6bc5e8f4dd5/mirek.kokes.png Testimonial & Happy Clients - Make it stand out Mirek Kokeš, Director of Technical Support, Phrase The Roca Team has developed a plug-and-play solution for the Zendesk Support Tickets integration with the Phrase Platform that has enhanced our customer service operations. This integration enables real-time translation of support tickets, significantly improving our operational efficiency; agents can quickly understand and resolve issues, enhancing customer satisfaction and loyalty. Our solution allows for assigning the best-suited agent to each ticket based on their expertise in resolving an issue, rather than solely on language capabilities. This ensures 24/7 support without the need for additional hiring or training. With the flexibility to manage peak volumes and seamlessly manage multilingual inquiries, we've really transformed our global customer support capabilities. The best part is that this integration is not only beneficial for Phrase. It’s also available for our customers, enabling them to better connect with and support their customers through enhanced communication in their native languages. Phrase September 18, 2024 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1680524261016-A56GAUF7K9VYKPL5VDHQ/roca-testimonial-kathy-elson.png Testimonial & Happy Clients - Make it stand out Kathy Elson / CEO We are very pleased with our experience working with the entire Roca crew. From the outset, they carefully listened to our overall goal, including our current struggle points, and developed a course of action that was tailored specifically to our most urgent needs. They provided workable solutions and took the time to walk us through their processes so we have a better understanding of the intricacies of Zendesk. With their help, we now have many of the tools we need to manage our environment more effectively in the future. Roca has wonderful team members all over the globe that made themselves available to us at all hours of the day (and night). Each specialist was exceedingly pleasant and professional, and completely vested in delivering the best solution for our unique needs. Everyone we have worked with has helped us move closer to our goals. We are encouraged by the results we have seen thus far and are excited about continuing our collaboration. SmartMLS March 29, 2023 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171174652-YKZG2Z2X3N01IQ5VSRGR/doreen.png Testimonial & Happy Clients - Frederic Kunz / Special Projects Manager Doreen Berard / Director, Global Customer Service MOO has worked with Dominic over the past few years. In each instance, he was professional and responsive. Any changes or updates that needed to happen he would clarify to ensure he understood our needs and would set reasonable expectations. It was reassuring to partner with Dominic. MOO Apr 9, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171103693-UTXOHE75YIBPU2GNDDJ7/michelle.png Testimonial & Happy Clients - Josefine Adam / Business Development Manager Home.ht Michelle Peters / Customer Support Manager I want to say thank you for supporting us with Zendesk, you and Paul have been a great help during the last weeks and I think we have already made huge progress with setting up a new structure in Zendesk. We really enjoyed working on this and definitely learned a lot! Lanes & Planes Jun 10, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/c338d1f4-199b-4286-9410-315bef9e9d5a/Danny.png Testimonial & Happy Clients - Make it stand out Danny Albers / Senior Project Manager CANdata reached out to Roca.work for help to leverage all the knowledge capture and search tools in our Zendesk enterprise platform. The Roca team took the overwhelmingly large and interlinked Zendesk guide documentation and brought it together for us into a roadmap we could follow to success. Roca.work exceeded expectations, and within a few weeks we went from a strong desire to improve to having a clear concise knowledge capture process for 5 product brands and we have been successfully using it since. CANdata November 22, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/b88813a8-31c4-4bad-bc2c-c39fd082bb76/Roberto.png Testimonial & Happy Clients - Make it stand out Roberto Pazmino / Director of Finance We got Zendesk close to two years ago, but wasn’t 100% comfortable on going live – reached out for support to Zendesk, but didn’t feel that was what we needed – very cold conversation, strictly business driven; I started researching online and came across to Dominic’s training videos, I researched a little bid about ROCA and sent an email, I got a very polite and friendly reply with an invitation to know us better and what we needed without asking for payment at front, since the initial meeting we felt very comfortable, Dominic knew precisely where we were and what we needed, a couple of days later I started working with Barry, what a fantastic agent, very knowleeable, polite and friendly, we felt very comfortable, got to the point, addressed every question, did not hesitate to research other topics on his own and be ready for options, new ideas on the implementation, we were able to go live in less than two weeks, I was getting concerned about the payment because I was getting all what we asked for but haven’t paid them already, but Dominic and his team keeps his word, he told me pay us when you are satidfied with the service they provide, we are more than satisfied as a customer, better than that, we are feeling confident that now we know what we are doing, We can send an email to Barry and I will get a response on time, I think that Dominic and his team are providing the support we needed – we are very happy with the efficiency of the process, very cost effective, we don’t feel alone in the process, not only the product went live, but now we know what we are doing and currently exploring more options. Thanks, Dominic, Barry, and team. FGO Logistics July 25, 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/b779e5ed-10a5-4a79-bad7-3464762c733b/US-luggage-logo-for-testimonial.png Testimonial & Happy Clients - Make it stand out Zack Krulik, Finance We had a great experience working with Gabriel, Dominic, and the ROCA team. They were knowledgeable, responsive, and easy to work with throughout the project. Their Zendesk expertise helped us improve our setup and get more value from the platform. We'd gladly recommend them to anyone looking for a trusted Zendesk partner. Us Luggage https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/dbe27878-bdb4-4ac8-ba6a-618f52c34bd0/Robert-Simunic.png Testimonial & Happy Clients - Make it stand out Robert Simunic, Managing Director We’ve had a fantastic experience working with ROCA, who supported us in optimising and extending the capabilities of our Zendesk platform. At Carveco, we develop professional software for CNC machining and digital crafting, and our challenge was to streamline our customer support processes while unlocking the full potential of Zendesk. The team at ROCA quickly demonstrated a deep understanding of both our technical needs and our broader business goals. They worked closely with us to identify areas for improvement, and their expertise helped turn complex requirements into practical, effective solutions within Zendesk. Their guidance has made a real difference to the way we support our customers. We’re really pleased with the results and wouldn’t hesitate to recommend ROCA to anyone looking to get more out of their Zendesk setup. Carveco https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/5a3153f3-a317-4d0c-aed4-3ceb21a7ce26/Giovanny.png Testimonial & Happy Clients - Make it stand out Jovanny Aguilar, Support Engineer ROCA was an excellent implementation partner who helped us get up and running smoothly on Zendesk. Their team provided valuable guidance, tailored solutions to our needs, and ensured we were fully prepared to succeed with the platform from day one. They were always readily available to help us troubleshoot issues or come up with creative solutions whenever we needed support. MapHabit https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/14f67516-f7cc-4962-b7db-22c2c2222d04/jon-thorne.png Testimonial & Happy Clients - Make it stand out Jon Thorne / Director of User Satisfaction Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable and have a 'can-do' attitude, working efficiently to find solutions to often complex problems, and finding ways to help meet our goals. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend Dominic and ROCA as a reliable and good value business partner. Skyscanner June 2023 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/63e61e54-05c9-46ff-a887-a4ec20e44111/renee-tewes.png Testimonial & Happy Clients - Make it stand out Renee Tewes, President of Freespirit Recreation I am the president of Freespirit Recreation, a rooftop tent company located in Golden Colorado. Our company started in 2014 in Bend, Oregon and in 2021 we relocated our main offices to Golden, Colorado. We are an ecommerce company but our Golden location also has a showroom, offices and warehouse space. We are a small, family owned company that needed help implementing Zendesk. We do not have IT people or people that can just dedicate themselves to setting up a system. I came across a YouTube video that Dominic had done about Zendesk set up. It was obvious to me that his company knew what they were doing. I contacted him and he was very prompt in getting back to me and setting up a meeting. We decided on the number of hours we felt we needed to get our team up and running with Zendesk. Ahmed was assigned to help us. I have never worked with an implementation consultant that is easier to work with! I can’t say enough good things about Ahmed. He was responsive to our needs and got to work immediately helping us optimize Zendesk for what our team needed. Communication was easy and he was very flexible with meeting times. We needed help with forms to link in Shopify and he helped set those up. He is very organized and asked great questions. His knowledge of Zendesk and how to work in it was invaluable to us. Thanks so much ROCA and Ahmed! We highly recommend you to anyone needing help with setting up ZenDesk. Freespirit Recreation May 15, 2023 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/acc8b411-124e-42e4-ad9b-04384ac92e85/spencer.png Testimonial & Happy Clients - Make it stand out Spencer Patton / Head of Customer Relations Not only is this man incredibly talented when it comes to just about all things Zendesk-related, his is genuinely one of the best guys I've met. I'd be lying if I didn't say that one of the reasons I'd like to continue with ROCA is to continue working with such a bright dude like Barry who continues to interest me more and more in both Zendesk and ROCA itself. I genuinely cannot begin to tell you what a fantastic asset Barry is to your team, although I'm sure you're already quite aware. He's an absolutely wiz and an incredibly personable guy. I cannot speak highly enough of his attention to detail or his willingness to adapt to the day's requirements and requests. A true gentleman and a scholar. Viasox August 2022 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/e4f88b32-ffe7-4707-926a-26f1ebd3269e/elena_elefant.png Testimonial & Happy Clients - Make it stand out Elena Marinescu, Call Center Manager Am apelat la serviciile ROCA cu scopul de a optimiza și îmbunătăți sistemul de comunicare scrisă cu clienții noștri.Am găsit în Dominic și Gabriel parteneri profesioniști și de încredere, cu o abordare flexibilă nevoilor noastre.Un plus al muncii lor este eficiența și nivelul înalt de organizare, responsabilitatea și disponibilitatea de a răspunde rapid solicitarilor.Suntem încântați de calitatea serviciilor și așteptăm cu nerăbdare viitoare colaborări. Elefant January 2023 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/3c1101e9-c433-4469-885d-2d8cb8bd9d65/fred.png Testimonial & Happy Clients - Make it stand out Frederic Kunz / Special Projects Manager Dominic began working with us under an extremely tight deadline and was able to deliver everything we requested with excellent reporting tracking every step and educating us along the way. The whole team was and is very happy with both Dominic and Paul's services and will continue working with them and recommend them to any company looking to implement Zendesk in their customer service plan. Choco Dec 8, 2021 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/5715a2fe-2c30-4d30-8d4a-6f5298997d34/florian.png Testimonial & Happy Clients - Make it stand out Florian Senda / Customer Satisfaction Project Lead Dominic served as technical implementation manager while I was the project manager. Working with him was always focussed. He anticipated our needs and was able to deliver matching output. Besides that he was a good coach and trainer for all features that were rolled out. Vorwerk May 20, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171364287-0NRVVZQ2E1AR1U4ECXZN/matt.png Testimonial & Happy Clients - Make it stand out Matthew Farrington-Smith / Customer Journey Manager Dominic has always been there for us when needed and delivers a high standard of work. SwiftKey May 11, 2020 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/1642171129360-4FUJRNGFJ8UHWWDQRHVT/josefine.png Testimonial & Happy Clients - Make it stand out Josefine Adam / Business Development Manager Dominic was always available to figure out the solution for all kinds of questions we had. He was of great help for us to get a fast and solid understanding of how to make the best use out of Zendesk Support and Guide to enable self-serve for our customers as well as make the work of our agents more transparent and efficient. We enjoyed the organized work style and the pleasant collaboration. Home.ht Mar 19, 2021 https://video.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/555ce54f-b8a9-486b-a734-1c6737b14241/playlist.m3u8 https://video.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/555ce54f-b8a9-486b-a734-1c6737b14241/thumbnail Testimonial & Happy Clients Testimonial & Happy Clients https://video.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/77c0a5a8-c5f0-49a5-8e24-aad33735e6cf/playlist.m3u8 https://video.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/77c0a5a8-c5f0-49a5-8e24-aad33735e6cf/thumbnail Testimonial & Happy Clients Testimonial & Happy Clients https://roca.work/lightning-offer daily 0.75 2022-06-11 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/91739ce6-7b4f-4802-b951-f84ef10e4b39/pexels-andrea-piacquadio-3760809.jpeg Lightning Offer - Make it stand out Yes, really.. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/913efdbe-081a-4c00-841f-47f436c79f84/pexels-fauxels-3182750.jpeg Lightning Offer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/ebb4e3a5-ba60-4277-b0e3-d1e13d298d13/86757065_10157870197298029_3471765074882854912_n.jpg Lightning Offer - Make it stand out My face https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/62944441-ae1f-4532-bd00-46880d34270e/super-saver.png Lightning Offer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/learn/zendesk-onboarding-course daily 0.75 2024-03-18 https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/01571536-f8e4-4531-a3c5-75b97b37dc17/IMG_3204.jpg Register for Zendesk Onboarding Course - Make it stand out My face, I don’t have another. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/a7e70604-8bad-41fe-ab93-04209634cf8d/PartnerBadges-advanced-.png Register for Zendesk Onboarding Course - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5de8c9a9dc0d35395f113eda/7c30ea03-4463-4485-8876-42adff87b078/zendesk-certified-support-admin.png Register for Zendesk Onboarding Course - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://roca.work/new-dropdown-1 daily 0.75 2025-08-13