Zendesk Startup CX Awards: Mila Cares

Mila Cares is driven by a simple mission: to help every family breathe easier, and live healthier by making the absolute best air purifier on the market. The company’s founders experienced the impact of air pollution firsthand and set out to make clean air accessible to everyone through smart, personal, and easy-to-use technology. Customer care is also a core part of the Mila Cares brand experience and impacts how the team handles everything from pre-sales questions to order inquiries, technical support, subscription management, and product warranties.

Support agents have been using Zendesk triggers to build deeper connections with customers and increase opportunities for feedback. For example, triggers make it easy to send all customers with “solved” tickets an email inviting them to describe their customer experience via Typeform. This integration produces more context on the customer experience beyond a simple “yes” or “no” answer and rating, while hidden fields can be used to measure overall customer happiness and identify gaps in product information.

Ultimately, applying Zendesk triggers and workflows has helped Mila Cares share information with customers as quickly as possible and re-establish trust with customers who may have had a less than ideal experience. This allows squad members to remain focused on building personal relationships, an effort that has already helped them keep customer satisfaction ratings above 97 percent, making Mila one of the most beloved home appliances on the market.

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