We’ve been working as Zendesk consultants for a decade now and we love what we do.
A few reasons to work with us:
We help enterprise companies deliver memorable Customer Experiences and I’m very grateful to have the opportunity to do so.
Get the "8 Secret Tips To Help You Optimise Your Zendesk" FREE Ebook here
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FREE 12h onboarding course with Zendesk methodology implemented by Zendesk for 1000+ projects here
If you are an existing user - We recommend starting out with an Account Healthcheck. This is how one would lood like. With it, and along with your scope of work, we will be able to determine the level of effort I need to put into your project. As a bonus, I will point out some easy fixes to improve your processes. On me. If you bring it up, I will do it for free.
If you're only starting out with Zendesk, I would like to know: 1. What is your business goal for using Zenedesk? 2. How would a successful implementation look like? 3. What did you do in the past? 4. How did you get here?
After a scoping call, I can translate your flows into Zendesk features and determine the level of effort for your project.
We’ve built 50 apps for private and public accounts. I don’t work alone, I have a team of talented developers I work with. Depending on the app requirements and/or the technical specs of your data, I find the badass solution for you. See the apps I've uploaded below.
We also do Zendesk Sunshine - the new data sorting feature. Check out my app.
We love customizing Guide experiences. This is hands on combining all of my experience - UX meets CX. If you need a sleek navigation and tips on how to deflect tickets, I have a lot of suggestions you could use. Book a call with me and I’ll share some tips and tricks for free. My portfolio here.
Reporting - Visualizing your data is key when seeing if your KPIs work, how your agents are performing, and where you need to improve. I cannot stress enough how important Zendesk Explore is for your Customer Satisfaction.
Check out my website for use cases and more CS googies.
MobiSystems has been working with Roca for over a year now - initially on migrating our in-house support system to ZenDesk and then on our various customer support improvement initiatives. The last project that Roca completed for us was the unifying and rebranding of the MobiSystems Help Center. It was part of a strategic marketing initiative and was on the critical path. Delivering it on time and without any major issues was really important for the success of the overall initiative! We want to express our special gratitude to Ahmed for doing such a fantastic job with it!
The Roca Team has developed a plug-and-play solution for the Zendesk Support Tickets integration with the Phrase Platform that has enhanced our customer service operations. This integration enables real-time translation of support tickets, significantly improving our operational efficiency; agents can quickly understand and resolve issues, enhancing customer satisfaction and loyalty. Our solution allows for assigning the best-suited agent to each ticket based on their expertise in resolving an issue, rather than solely on language capabilities. This ensures 24/7 support without the need for additional hiring or training. With the flexibility to manage peak volumes and seamlessly manage multilingual inquiries, we've really transformed our global customer support capabilities. The best part is that this integration is not only beneficial for Phrase. It’s also available for our customers, enabling them to better connect with and support their customers through enhanced communication in their native languages.
I am delighted to share a glowing testimonial for the Roca team, whose excellence truly stood out during our entire engagement. The Roca team exhibited a remarkable level of expertise and professionalism that significantly enhanced our operational efficiency. One of their standout contributions was the creation of much-needed reports that not only met but exceeded our expectations. These reports provided invaluable insights and clarity, empowering our Zendesk team to make well-informed decisions. Moreover, the Roca team demonstrated an impressive ability to bring structure to our Zendesk operations. Their strategic approach and meticulous planning helped streamline our processes, contributing to a more organized and efficient workflow. This structural improvement had a direct and positive impact on our team's productivity and overall performance. What sets the Roca team apart is not just their technical prowess, but also their commitment to knowledge sharing and education. Throughout our collaboration, they took the time to educate our team on best practices within the Zendesk environment. This knowledge transfer was instrumental in empowering our team members, enabling them to navigate the platform with greater confidence and proficiency. In summary, the Roca team's comprehensive and collaborative approach played a pivotal role in elevating our Zendesk experience. Their commitment to excellence, coupled with their ability to deliver tangible and sustainable improvements, makes them a standout partner. I wholeheartedly recommend the Roca team for anyone seeking a dedicated and proficient team to enhance their operational capabilities.
Our partnership with Roca has been nothing short of outstanding. From the very beginning, Dominic & his team has shown an exceptional level of dedication, expertise, and commitment to our shared goals. One of the most remarkable aspects of our collaboration has been their ability to understand the unique needs and challenges of our space. Roca took the time to thoroughly assess our industry landscape, allowing them to provide tailored services & recommendations to their clients that complement our platform well! Communication with their team has been seamless and proactive. They have consistently kept us in the loop, ensuring that we are well-informed about project progress and any adjustments required. Their responsiveness and willingness to address our inquiries promptly have made our partnership feel like a true collaboration. We are looking forward to more joint-successes together!
As the Customer Service Manager for one of the leading companies in the online gambling industry, I would like to recommend ROCA for the outstanding services provided. Our primary objective was to seamlessly migrate our entire data from the legacy CRM solution we previously utilized to Zendesk. However, ROCA went above and beyond by not only assisting with the migration but also sharing valuable knowledge on optimizing Zendesk's capabilities. Throughout the entire process, ROCA exhibited remarkable flexibility. The project was led by Georgia and Gabriel, under the close supervision of Dominic. Even after the completion of the project, we felt comfortable reaching out to them for guidance. I would like to express my gratitude to Dominic, Georgia, Gabriel, and the entire ROCA company for their exceptional support. We cannot wait for future collaborations with ROCA.
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