posterXXL Improves Customer Service with Zendesk (Germany)

December 16, 2013

BERLIN, GERMANY – December 16, 2013 – posterXXL, the Munich-based provider of photo printing services, is turning to the cloud solution from Zendesk for customer service. The decisive factor behind this decision was the software’s omni-channel capabilities. With Zendesk, posterXXL can offer its customers fast response times and top-notch support on all its existing channels, including e-mail, chat, contact form, social media and phone. Additional advantages of the solution are its extensive reporting capabilities and multi-language support. Easy and intuitive operation and administration of the solution ensure a high degree of acceptance on the part of posterXXL’s service agents as well as more personal communication with customers.

Zendesk prevails against seven competitors

Since the previous customer support solution was no longer meeting the requirements of the company, posterXXL developed a list of criteria in order to search for a suitable solution. Zendesk was the only one of eight providers tested who was able to meet all the requirements. In particular, the future viability and expansion options were impressive.

We were amazed that almost no solution on the market matched our requirements. Only Zendesk met the balance between cost and customer satisfaction,” explains Oliver Kowallik, Quality Assurance & Process Manager at posterXXL. “Before, we were not able to fully map the multi-channel strategy of our online store in our customer service. Seasonally, and especially during peak times like before Christmas, we see a strong increase in the volume of inquiries. We have to be able to handle such peak times. With Zendesk, we can now answer incoming customer questions easily and quickly and be more proactive about reaching out to users.”

Implementation completed two months ahead of schedule

Zendesk was also able to impress when it came to the implementation time: The system was fully implemented and tested two months before the planned go-live date. Thanks to its multi-language capability, the Zendesk cloud software can now be rolled out to the other target markets of posterXXL. With the Enterprise Elite package, posterXXL also benefits from a particularly close working relationship with Zendesk and a personal customer advisor.

We are proud to have won posterXXL, a future-oriented and dynamic company, as a customer,” says Steffen Teske, Director for Central & Eastern Europe at Zendesk. “At a time when customers collect information and shop in several different channels, it is extremely important to also offer these buyers multi-channel service. Regardless of the channel, users expect their requests to be answered by support as quickly as possible and in their language. posterXXL has recognized this development, and we are pleased to support them with implementation.” 

About Zendesk

Zendesk provides cloud-based customer service software that brings companies and their customers closer together. More than 30,000 companies use Zendesk and provide customer service for over 200 million people worldwide. Customers include Groupon (Germany), Jenoptik and Disney. Zendesk was founded in 2007, is headquartered in San Francisco and has offices in eight other countries. The company is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners and Redpoint Ventures. Learn more at www.zendesk.de.

About posterXXL

posterXXL AG is a rapidly growing provider of customized photo and digital printing services. In 2009, posterXXL AG was ranked as Germany’s fastest-growing technology company in the Deloitte Technology Fast 50 competition, winning first place. At www.posterXXL.de, the company offers a wide variety of online options for printing personal photos on a variety of materials. The product range of this full-service provider ranges from posters and canvases to photo books and calendars as well as different photo gifts. posterXXL AG manufactures its entire product line itself.  The company provides services to personal and commercial customers in Germany, Austria, France, Belgium and the Netherlands. In addition, posterXXL AG is also large-scale lab for resellers, photo retailers and photographers. For more information, please visit www.posterXXL.de/press.

This is a translation of a press release originally issued in German.