Case Study

Zendesk Survey Development

Measuring customer satisfaction across 14 different brands on a global scale.

Challenge and Solution

Challenge and solution

From a single metric to a comprehensive view of the experience.

In any customer service operation, listening to the user's voice is essential. However, our customer — a leader Fortune 500 in industrial tools and solutions—I could only use the native Zendesk survey, limited to one question.

With thousands of monthly interactions and the operation of 14 different brands in multiple countries and languages, this restriction made it impossible to evaluate key satisfaction indicators. There Was No Way to Measure CSAT, NPS, FCR and CES, nor to capture open comments that would reveal the nuances of the customer experience.

The challenge was clear: design a flexible and scalable survey system, which will be adapted to each brand and region, capable of generating ticket surveys, automated after events such as guarantees or support requests, and all of this natively integrated into Zendesk without interrupting your business flows.

Our proposal was born from an innovative use of Sunshine Objects and tailor-made development. We created a system that not only solved the initial limitation, but also evolved over time: it added more questions, graphic and idiomatic customization, and additional applications for processing and visualizing survey data across all brands.

Methodology and Tools

METODOLOGÍA Y HERRAMIENTAS

Methodology and Tools

From idea to execution.

At 3Pi, we designed a tailor-made survey solution, designed to solve the limitations of the native tool and enhance the measurement of customer experience in a global operation.

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Dynamic and customizable surveys

Linked to each ticket and adaptable by country, brand and language

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Architecture and user experience

A solid backend (Node.js, ExpressJS, Sunshine Objects) and an intuitive ReactJS frontend that ensures usability, scalability and management of large volumes of data

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Automation with Zendesk

Direct integration with your business rules, ensuring logic, automation and alignment with existing processes.

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Advanced analytical capability

Real-time report generation, automatic survey classification and
visualization of actionable metrics.

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Tools
Node.JS, ExpressJS, ReactJS, Sunshine Objects, Zendesk.

How did we achieve this?

TEAM

Mission Crew.

Agile collaboration for high-impact development.

An interdisciplinary team with great impact and experience. The Integrated Project management, support and development profiles who worked together with the customer. Thanks to constant validation in each phase, a tailor-made solution was achieved that was adapted to brands, languages and operating needs around the world.

Project Manager

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Support Engineer

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Software Developers (2)

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TEAM

Agile collaboration for high-impact development.

Mission Crew

Mission accomplished, thanks to the right equipment.

Results

From limitations to actionable metrics.

The system of CX Surveys became the most used tool by the customer and the basis of their user experience strategy. Today it measures and processes in a way Automatic satisfaction in 14 global brands, with graphic and idiomatic customization.

Our Signature.

At 3Pi, we believe that measuring is not enough; the important thing is to do it in an intelligent, scalable and connected way to business objectives. Our solution doesn't just collect feedback, it turns it into strategic insights. Because data, when properly managed, ceases to be simple numbers and is transformed into signals that drive continuous improvement and redefine experiences