Aircall + Zendesk help French start-up scale internationally

When SendinBlue launched in 2012, the French market was largely dominated by marketing platforms aimed at established enterprises.

SendinBlue envisioned a user-friendly marketing platform designed mainly for SMEs, explained Guillaume Rieu, Head of Customer Care. Once SendinBlue began to grow their user base, they turned to Zendesk for a professional support solution that would integrate their customer interactions.

However, at the time, they were using a rigid call centre platform to handle their calls.

We started searching for a provider that seamlessly integrated with Zendesk, could be used across teams, and that we could easily manage.

“We started searching for a provider that seamlessly integrated with Zendesk, could be used across teams, and that we could easily manage,” said Rieu. He began evaluating different call centre software solutions and chose Aircall. “I felt that Aircall had the same spirit as us. They were a start-up too and could understand the challenges of an SME,” he explained.

By combining Aircall and Zendesk, SendinBlue was able to improve their customer service and expand their offices in France, the USA and India. In 2015, agent availability was 25%, but by 2016, it had increased to 75%. SendinBlue customer care is now available 22 hours a day during the week. “Our goal is to keep improving our agent availability by having customer care lines in every country, and we are counting on Aircall to help us achieve it,” said Rieu.

The integration of Zendesk and Aircall has further benefits. Today, following up on every customer conversation is straightforward and simple. SendinBlue agents can log a ticket during or after a call, detailing the conversation so they can keep track of topics from every call.

Our goal is to keep improving our agent availability by having customer care lines in every country, and we are counting on Aircall to help us achieve it

“It makes my job easier as well because I can keep track of follow-ups and the amount of time agents spend on the phone.” The ability for the customer care team to listen to customer voicemails and assign them to the right agent according to the request has improved productivity and satisfaction.

Most importantly, the combination of Aircall and Zendesk enables SendinBlue to continue scaling internationally. They operate in 80 countries, which means many languages are needed to provide support.

With Aircall, our customers will be able to reach us whenever they want, in any language they want

2017 is the year SendinBlue will offer support in all languages, said Rieu. It will be a major achievement, but there is no challenge they won’t be able to overcome. “With Aircall, our customers will be able to reach us whenever they want, in any language they want,” Rieu said.