Wireless Logic uses Zendesk to deliver standout service worldwide

By enabling the flow of data across all their network systems and markets, as well as giving the customer service team unprecedented visibility and reporting capabilities, Zendesk is taking customer service at Wireless Logic to the next level.

“I get the honest sense from Zendesk that humans are at the centre of their business and that's always been a big part of our ethos too.”

Colette Majilton

Group Head of Service at Wireless Logic

“The Zendesk platform integrates with other systems and then lets us pull the relevant information back into Zendesk. It’s meant that I can straddle all our companies and network systems worldwide and connect information, rather than having to request it from other places, which takes so much more time.”

Colette Majilton

Group Head of Service at Wireless Logic

Zendesk customer since

2016

95.7%

CSAT

15,668

monthly solved tickets (vs industry standard 6,629)

18%

decrease in First Reply Time YoY

44h

resolution time (vs industry standard: 132.52h)

Wireless Logic

Expanding IoT connectivity with advanced customer experience tools

UK-based company Wireless Logic provides managed IoT connectivity, SIM and eSIM solutions for any device, anywhere in the world. Started in 2000, it now has over 12 million IoT subscriptions active in 165 countries, with partnerships that provide reach into more than 750 mobile networks across the globe. Working with both the public and private sector, their technology can connect everything from cows to make dairy farming more efficient, to traffic cameras to reduce congestion, to ads on digital billboards in Piccadilly Circus, to optimise them for passersby.

Wireless Logic began working with Zendesk at a basic level back in 2016, but the customer experience (CX) team started investing in Zendesk technology more heavily in 2021. It is now using Support, Explore, Guide and Live Chat, has the advanced AI add on and recently purchased licences for Zendesk QA – a tool that’s designed to ensure products and services consistently meet customer expectations, achieve service targets, and adhere to industry standards.

Supporting the customer service function

With each market where Wireless Logic operates connected via Zendesk, the CX team can easily gather information for reporting, consistency and optimisation purposes. “When I joined the business, we looked at other providers but kept coming back to Zendesk because we could integrate all our CX software and systems through one interface,” explains Colette Majilton, Group Head of Service, Wireless Logic. “It’s meant that I can straddle all our companies and network systems worldwide, rather than having to request information from other places, which takes so much more time.”

“What’s more, the Zendesk team is always on hand to answer our questions, which is especially useful as we work hard to organise our systems as the company grows,” she adds. “I get the honest sense that humans are at the centre of their business and that's always been a big part of our ethos too.”

The company is currently launching four new products and the Zendesk platform is enabling them to build out customer service (CS) systems to support these without the need for a developer. “A big plus with Zendesk is that people who aren’t programmers or developers, but are technically minded, can build out a system that works for employees and customers,” explains Colette. “While being backed up by a strong customer success manager and team who have wide-ranging knowledge and are extremely realistic about what you need.”

Providing multi-market capabilities

When it comes to customer service, Wireless Logic aims to be as ‘always on’ as possible, with service provided in-country during the day before moving to a centralised, ‘follow the sun’ team in the evenings.

“We try to do customer service in-country and in-language for as many markets as we can,” says Colette. “But they all use Zendesk in the same way, so that we can cover each other’s tickets and provide a seamless handover as and when needed. If there has been an incident in the afternoon that’s likely to continue through to the evening, we can make sure everyone knows where we’re at, which networks have been affected – it helps us share information much more easily.”

Wireless Logic customers are often, understandably, in a panic when they get in touch, especially if something like a critical sensor or camera isn’t working as it should be. The ability to capture and then share customer information with the right person easily means the team can get to work fixing the problem much faster. “Our role as a customer service team is to get you to the person who can help you, so they can tell you to test this or send that code or dispatch an engineer,” explains Colette. “In this way, we can quickly get you back up and running if you go down – or even just set your mind at rest. After all, you might not be down at all but just need a refresh.”

Knowledge is Power

Zendesk Explore has been a key platform feature for Wireless Logic who previously had very little visibility into customer service trends. “We now have more reports than people,” quips Mitch Lewsey, Group Service Transformation Manager at Wireless Logic. “Our team knows what metrics we have access to and where they are and what their status is. They know what Helpdesk articles we’ve already published and in what languages, and what our customers want to know about most at any one time. This all helps to improve the service we can offer our customers.” AI prompts are also helping service agents respond to customers in a consistent, eloquent, friendly way.

The Wireless Logic team have also used AI to create and train a digital assistant called Wilo. With a human persona, complete with KPIs, she is now fully integrated into Zendesk and is working alongside the team to answer customer requests. “Wilo can help with triaging requests, surface relevant helpdesk articles for both agents and customers, walk customers through what they need to do in certain scenarios, and fast-track them through to a human when appropriate,” explains Colette. She also helps the team provide 24/7 support in multiple languages by directing requests to the right teams at the right times.

Zendesk QA

The next evolution of Wireless Logic’s CX journey is Zendesk Quality Assurance (QA), a system that reviews all support interactions, whether a customer is talking to a human or AI agent. It then provides insight into how to improve the performance of support teams, helping build customer loyalty and, ultimately, drive revenue. “We absolutely need to be quality assessing as many customer interactions as we can, so that we can continue to train our agents and improve our experience,” says Colette.

QA also helps to reinforce Wireless Logic’s commitment to high quality service for customers and regulators. “It enables us to show evidence of great customer service and if problems flag up, we can jump in and immediately put a plan in place to improve things,” she adds.

“Customer feedback through Customer Effort, Net Promoter and Customer Satisfaction scores all help us to better understand whether investments like Wilo are truly making life simpler for our customers. We're using the Effort Score, for example, to make sure that customers are still finding it easy to get through to a human when they want to. While some people are happy to talk to an AI bot, others want to go straight through to a person. We need to make sure we are servicing both kinds of people effectively.”