Koda Support is a multinational consulting practice with a mission to turn your customers into brand advocates, improve your employee engagement and deliver shareholder results 🚀. As Implementation partners to Zendesk, we can help ensure you are getting the most out of Zendesk investment. As Zendesk Select Implementation Partners, we’ll work with you to bring your support strategy to life - whether that’s following your pre-mapped plan or helping you discover what the plan is. Hyper-personalised to achieve your implementation goals and overall customer support goals.
Koda’s mission is to turn customers into advocates, improve employee engagement and deliver shareholder results.
The Koda team works with multinational businesses of all sizes. Friendly and down-to-earth, our four Koda Consultants have over 45 years of combined Support experience.
As Implementation Partners to Zendesk, we can:
- implement your new Zendesk instance
- optimise your existing instance
- perform specific enhancements
Implement a new Zendesk instance
A blank canvas is a great opportunity to get it right from the start. Working with a certified partner to implement your new instance, you’re guaranteed to incorporate efficiencies gained from years of experience enabling support teams. And we don’t just build something that works for now - we carefully customise your set-up to put you in the best position for scalable growth, ensuring your team follow best practices along the way.
Set up the basics
- Integrate new or existing support channels. Chat, Phone, Messaging, Social… all available on day one.
- Build custom apps. Including crucial links between customer communication and their account information.
- Groups. Setup your teams, their workflow and how they interact with each other and with non-Help Desk users outside of the support team.
- Triggers and automations. Only utilise your team for tasks that require their expertise. Leave the rest to your new software.
*Optimise - leverage what your Zendesk has to offer *
Not getting the most out of your current set-up? As part of the optimisation process, we’ll dive into what you’d like your support to look like and work with you to reflect that in your set-up. We’ll also point out further opportunities we find for streamlining, boosting efficiency and scaling for growth. We use a structured approach towards understanding your current support strategy and discovering what’s next, presenting you with best practices and ideas for improvements along the way - conducting discovery sessions, documenting your requirements, and making sure you're in the loop every step of the way.**
Perform Specific Enhancements
Perhaps you know what you want your Help Desk instance to offer but aren’t quite sure the best way to execute it. Attempting to change one thing on your platform often affects other rules and configurations that exist, which can end up disrupting your operation. This is where the Koda team can help! As Implementation Partners, we know Zendesk, Freshdesk and Intercom inside out. We’ll analyse your current rules and ensure changes are executed in a way that's seamless for your customers and your team. We’ll track and document changes as we go, so you and your team can stay in the loop. Each optimisation project is hyper-personalised. We tailor our approach to your preferences - you can send us a list of things to do, or we can make recommendations to help you discover your plan.
Our approach
- Create a seamless Omnichannel experience
- Automate, whilst keeping support human
- Create engagement beyond resolution
Industry expertise
- Banking, Finance, Payments
- Trading and investing
- Lending
- Manufacturing
- Hospitality
Why Koda?
- Complete Support package
- CX and EX centric Zendesk process design and configuration
- Process development and documentation
- Recruiting and training experiences
- Copywriting and content creation
- Not your typical consultants, we become part of your team and learn your processes inside out
Let’s talk
if this sounds like something you’re after! We’re happy to set up a free initial chat to talk about your support needs. You can book a free consultation here:
https://calendly.com/kodasupport/free-consultation
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Lo que dice la gente
6 reseñas
Anónimo
Koda has been one of the best companies that I have had the pleasure to work with. Transitioning to Zendesk seemed like a big task and I wanted to get it right the first time so I engaged Koda. From the initial meeting they were all knowledgable and open to working with any thoughts and ideas I had as well as giving me other functional options. They were always prompt with responses and delivery times. The help centre they have created is nothing short of spectacular and I am so happy with it. They were always happy to answer any questions that I had and look into possible options and solutions to suit my needs as well as being adaptable to any last minute changes. Thank you so much for all your help Koda and the support you have provided to my company. I would gladly recommend them to anyone who is looking for assistance with Zendesk.
Mel Lee
ebet have been collaborating with Koda for several months now, and we can confidently express that our experience has been exceptional. Initially, we partnered with Koda to facilitate the transition of our business and implement a new Zendesk Instance for our operational teams. The overall transition was seamless, thanks to the Koda team, who took the time to understand our requirements and recommended an implementation approach that best suited our needs. The Koda team's guidance and expertise have enabled us to optimize our current Zendesk instance, resulting in a significant increase in efficiency and productivity among our team members. As a direct consequence, our customer service levels have also seen remarkable improvements. We would like to extend a special note of appreciation to Ricardo, Wil, and Lauren for their invaluable assistance and responsiveness. They have promptly addressed any questions or concerns we've had along the way. Koda have gone above and beyond our expectations, and we would highly recommend their services to those seeking to implement Zendesk.
Chris Brogan
Working with Koda Support has been nothing short of outstanding. They helped us smoothly transition from Jira to Zendesk. The team are incredibly knowledgeable, professional, and were fully dedicated to ensuring that our migration was seamless. From the outset, our Koda Support took the time to understand our unique needs and requirements, and they worked with us to design a customised solution. They were proactive in identifying potential issues and developing contingency plans, which helped to mitigate any risks and keep our project on track. We're based in the UK and the team were so accommodating with Time Zone differences plus kept us in the loop at all times. As a result of our partnership, we were able to seamlessly migrate our data from Jira to Zendesk without any downtime or disruptions. Our team is now using Zendesk to manage all customer interactions, and we are already seeing significant improvements in our efficiency and productivity. Overall, we could not be more pleased with the level of service and expertise that our implementation partner provided. They truly exceeded our expectations, and we would highly recommend them to anyone looking to implement Zendesk - Chris Brogan
Concept Eight
We had been using Zendesk for some time, but with a very basic set up. Rapid business growth led to an increased need for support, and we engaged Koda Support to help us optimise our Zendesk use. The Koda team quickly got their heads around our business, its challenges and our needs. Their recommendations were clear and well presented, and the phased implementation approach suited us well. Ricardo, Lauren and Will were brilliant to work with - friendly, incredibly responsive, and pragmatic. The team worked so quickly and was great at following up to keep the project moving. Care was taken to implement changes at times that wouldn’t disrupt our operations. Optimising our Zendesk use has allowed us handle increased ticket volumes while maintaining our existing resource levels. My team is working more efficiently and our customer experience has improved. I’m thrilled with where we are at and my stakeholders are too. Koda Support would absolutely be my partner of choice for any future Zendesk projects, and I have no hesitation in recommending them to others. - Harriet Herbert
Anónimo
The KODA team have set up your zendesk from scratch and at the same time helped to upskill team members that have never used the platform. Even with the time difference (we are based in London), the KODA team have always been prompt and on time, and have delivered what they have said they would and more. More broadly, they are just a good bunch of people that know and like what they do. I would highly recommend KODA for any venture looking to use ZenDesk or are thinking about the best way to set up their customer support function.
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