Offering great self-service is imperative for a team of Hastie’s size, supporting a user base as large as Evernote’s. “We like that we can offer multiple support channels within the same platform so that we have a unified view,” Hastie said. Hastie found that Support is able to scale with Evernote’s growth, and although 90 percent of their volume comes in via email and through a custom-built web form within their help center, the team added Zendesk Chat to offer an additional contact channel for paid customers.
When Hastie came on board, the team had already been using Zendesk Support for about two years, which had been selected as a replacement for Parature. He’s in charge of overseeing the needs of their global customer base and manages a team of 60 support agents, in addition to a success team that handles major business accounts. Gerald Hastie is Evernote’s Director of Global Customer Experience. Once Evernote Business launched, the company’s customer base swelled to the tune of 200 million users. Their freemium cross-platform application grew into paid plans in the consumer market before moving into the corporate space. The company has seen incredible growth since its founding in 2008. Whether it’s a corporate creative team sharing their inspirations or a home cook attempting a new recipe, Evernote’s software has transformed the way that millions of people organize and share their great ideas.
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