Share this article
Wellness industry employee explaining about the product to client
Back

A Message From Director Of Customer Support, Brian Gordon

Share this article
Contents
message-director-customer-support-brian-gordon

What’s New with Zenoti Support?

We’ve had a busy season, with a laser focus on helping you, our customers, achieve success with the Zenoti platform. Here are a few things we’ve been working on:

Your feedback helps us improve

Last April, we launched the ability for you to rate every conversation you have with us through our Support Messenger (the blue bubble in the lower right corner of your Zenoti account). Since then, we’ve received over 6,000 ratings to date; with 90% of these conversations rated as Good or Great. (A great start for us, but our goal is 95%!) For conversations that were rated unfavorably, we’ve benefitted from the feedback that customers have provided.

We use this feedback to identify and address team education needs as well as problem areas within our processes. A big THANK YOU for all of those who took the time to rate conversations and provide constructive feedback.

A new help platform

Our Education team has recently updated over 1,000 support articles. If you haven’t tried help.zenoti.com lately, please take a look! This site functions like a traditional, searchable knowledge base; and is also fully integrated with our Support Messenger. This means that our Messenger “learns” from each customer conversation, and will soon be able to recommend support articles to you. That translates to faster response times for you. Every support article also allows you to share feedback, so if your question wasn’t answered or need more clarity, share your feedback and we’ll take action.

Free, regularly scheduled training sessions

Whether your staff needs multiple training sessions or your new hires require training, you now have multiple options for virtual, instructor-led training sessions. We offer three unique classes – Front Desk Training, Manager Training and Administrator Training. Visit the Z Market to browse class availability and register for a class.

Get more from Zenoti

We’re seeing many clients expand their use of Zenoti by adopting features like marketing campaigns, digital forms, online gift card sales, and the mobile app for employees. If you’d like to request a training class on a specific topic, or want to speak one-on-one about a specific capability, contact customersuccess@zenoti.com. We’ll be happy to get back to you.

Did you know, Zenoti Support:

  • Operates 24x7x365 from multiple offices around the globe
  • Handled over 13,000 conversations in Q2 of 2017, with a median response time of 6 minutes
  • Is busiest on Wednesdays, with 17% of new conversations initiated
  • Is the least busy on Sundays, with less than 9% of new conversations initiated
Share

What you should do now

When you're ready, take a look at ways we can help you grow.
See us in action
We'd love to demonstrate what we can do for you, and how you can grow your business with us.
Get A Free Demo
Get industry tips
Sign up for news, tips, and inspiration delivered directly to your inbox.
Sign Up
Cullie Poseria
Senior Product Marketing Manager, Fitness
Coming from a healthcare family, growing up as a competitive athlete, and being trained as a filmmaker, and MBA, Cullie brings diverse experience to her storytelling and digital business-to-business product marketing. Her writing focuses on sharing trends and insights from her experience in software, entertainment, wellness, and fitness.
Emily Martin
Zenoti Copywriter
A self-confessed bookworm with a passion for languages and weaving together words. Happiest when immersed in nature, either on horseback or skis, or curled up with a good thriller. Emily's writing focuses on sharing trends and insights impacting the beauty and wellness industry.

Recommended Reading

Dominic Blake, Blushes Hair & Beauty
Dominic Blake
Managing Director, Blushes Hair & Beauty
Isabel Steward, Douglas J Companies
Isabel Steward
Director of Guest Service, Douglas J Companies
Brendon Mann, Epic Hair Designs
Brendon Mann
Director, Epic Hair Designs

See us in action

We’d love to demonstrate what we can do for you. Fill in this form & we’ll contact you within 24 hours to schedule your free demo.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Button Text