Zendesk & customer service
Talk to an expertFRReferences / Client projects
Businesses supported.
CX projects brought to life.
From better-configured tools to the teams responding every day, explore how OmyCare supports customer experience in practice.
Talk to an expertThree projects to explore
- 01
Accor Arena · adidas arena · Bataclan
Zendesk redesign and optimisation.
- 02
Supersmart
Outsourced multilingual customer service.
- 03
Lease a Bike
Aircall onboarding and HubSpot integration.
200+ businesses supported
Across Zendesk, Aircall, AI
and customer experience projects.
A selection from our client portfolio. Individual project scopes are described separately.
Project 01 / Zendesk
Three venues. A Zendesk redesign extending to the online experience.
Accor Arena, adidas arena and Bataclan: support covering Zendesk configuration, the AI chatbot and FAQs for all three venues.
- 01
Context & need
Redesign the existing Zendesk environment and improve the chatbot and FAQs while reviewing how requests are handled.
- 02
OmyCare’s work
Redesign workflows, macros and routing rules; implement dashboards; optimise FAQs; deploy a Zendesk AI chatbot directly on the websites.
- 03
Tools & deliverables
Zendesk, optimised configuration, website AI chatbot and FAQs, dashboards, documentation and training.
Accor Arena · adidas arena · Bataclan
↓
ZendeskWebsite AI chatbot & FAQs
↓
Workflows · macros · routing
↓
Dashboards · documentation · training
Project 02 / Outsourcing
Customer service in the language of each conversation.
Reinforce Supersmart’s after-sales support, cover multiple languages and handle pending requests.
- 01
OmyCare’s work
A dedicated team handling tickets and inbound and outbound calls, with a team leader, training and quality checks.
- 02
Operational tools
Zendesk for tickets and Aircall for calls, within the customer service environment.
- 03
Deliverables & reporting
Procedures, training materials, reports and tracking dashboards, with weekly and monthly reporting.
A supervised operating model
FrenchEnglishSpanishGermanItalian
- 01
Handle
Tickets, inbound calls and outbound calls.
- 02
Support
Team leader, training and quality.
- 03
Review
Weekly and monthly reporting.
Project 03 / Aircall + HubSpot
Telephony designed. CRM connected. Teams supported.
For its first Aircall rollout, Lease a Bike entrusted OmyCare with telephony configuration, number porting and HubSpot integration.
Aircall ↔ HubSpotSmartflows / IVR · groups & routing · opening hours & overflow
- 01
Design the journeys
Smartflows / IVR, groups, routing, schedules and overflow.
- 02
Prepare the numbers
Number configuration and porting.
- 03
Connect HubSpot
Set up the Aircall–HubSpot integration.
- 04
Test and support
Testing, training, documentation and support at launch.
Deliverables: Aircall configuration, call journeys, HubSpot integration, documentation and training.
Further references / Confirmed scopes
Different disciplines. The same commitment.
Outsourcing
Zendesk
Aircall
Your next step
Let’s discuss your environment and what it needs to do.
An integration to plan, a platform to optimise or a customer service team to strengthen? Tell us where you want to start.
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