Originally founded in Romania in 2011, CyberGhost is now one of Germany and Western Europe’s most popular VPN providers, providing secure Internet access routed through CyberGhost infrastructure.
Ana Nastase is the Product Manager at CyberGhost and was closely involved in their decision to adopt Kayako to manage their customer communications. Now well acquainted with Kayako, Ana has kindly taken the time to tell us about their team’s experience.
What sold you guys on Kayako?
We are big fans of Kayako’s live chat functionality, in particular. Customers can start a chat directly, from anywhere on our website – they don’t need to have an existing ticket (which was a big limitation we found in other solutions).
We love that we can take a chat to a ticket in a click, which is great because fairly often we need to take time to investigate a problem. This was we can take the transcript and capture the customers’ details, and get back to them later via their ticket.
Also, the fact that a chat can be transferred from one department or team to another is also very helpful to us. Usually, we have only one colleague handling live support, but if another department of expertise is required for solving a problem (or if he is overwhelmed!), another teammate can jump in and provide some relief.
Everyone has to sleep – including us. When our live chat is offline, customers can still easily contact us directly from the homepage of our website by clicking on the same live chat button, leave a message and report their issue in no time. Our customers can reach us at their own convenience, whether we are online or not, and Kayako provides a way to manage and get back to those customers at a later time.
What would you identify as the more unique needs of your company, and how has Kayako helped fulfil those needs?
We created helpdesk reports based on our custom fields, which let us identify which areas of our software caused common problems for our customers.
Firstly, the fact that Kayako is now also available for mobile devices is something that we will implement in the close future, so that we can equip our support team with helpdesk access out of the office and offer ‘premium support’ to some of our customers on the weekends. That’s very easy now with the Kayako installed on an iPad, which can be taken home during weekends and holidays.
Secondly, the Kayako’s reporting is invaluable. We created reports based on our custom fields, which let us identify which areas of our software caused common problems for our customers. This has been extremely helpful and has allowed us to identify and track product problem trends.
The ability to group reports on basis of custom field let us gauge the frequency with which issues have occurred, so we know what to improve, how and where.
This in turn allows us to create or update knowledgebase articles and FAQ sections accordingly which results in significantly lowered incoming support requests.
Finally, we’re making great use of Kayako’s self-service features. We no longer issue our software release notes as paper documents. We simply put them in the helpdesk knowledgebase along with various other FAQs. It has become the first port of call for many of our customers when they have a question, be it anything like ‘What do I do if I forget my password?’, etc.
How has Kayako improved your customer service?
We deal only with customers remotely. They come from more than 170 countries, from all time zones and we have about 8,500 clients registered in our Kayako per year (around 1100 new registered customers per month) who log about 700 tickets each and every month.
We try to answer to all our tickets as soon as we can – our maximum guaranteed response time is within 24 hours during weekdays – and also we aim to resolve issues on our second reply.
We use Kayako to manage all our customer correspondence; not just problem reports, but also feedback, ideas and proposals. Kayako makes it easy to stay on top of these too, and in turn our customers feel that they’ve been heard when we are able to take the time to reply to them individually.
Kayako has had a material impact on customer satisfaction. We now have a better overview of our customers’ requirements and needs, and in turn we can offer them a better and quicker resolution and service.
We’re really happy with Kayako – it gives us the platform we need to support our ever-growing customer base, and our team enjoys using it. In all, we are impressed!