Tripletex keeps customer conversations going with Zendesk Chat
For over 20 years, Tripletex has helped small and medium businesses integrate and simplify their financial tasks in one easy-to-use platform. As Norway’s leading cloud-based accounting programme, Tripletex has leveraged Zendesk to centralise communication with customers—making it more flexible and efficient.
“We mainly chose Zendesk for its live chat and API support. And it just works, that was our impression after a while—that it just works. We don’t have to spend much time on implementation and maintenance, it just works really.”
Tor-Erik Steinsland
Product and Development Team Lead at Tripletex
“I’ve found Zendesk to be very user-friendly, and with an easy to navigate editing window.”
Kristin Stensvik
Customer Experience Lead at Tripletex
Founded
2002
Headquarters
Oslo, Norway
Customers
125,000
Tripletex
Norway’s most used cloud-based accounting system
What started off in 2002 as a shared hobby between two friends, expanding a simple DOS-based time registration system, became Norway’s most used cloud-based accounting system.
The founders’ aims were simple: to create a project management tool that made everyday life easier for businesses by seamlessly integrating financial tasks in one place. This would allow businesses to focus more on their core operations.
22 years down the line, and Tripletex’s leading accounting system serves over 125,000 customers, with an expanded platform encompassing accounting modules, payroll, time and project management.
Right from the start, the company has grown exponentially, registering between 35% and 100% growth every single year and moving from a company of two, to one of 350 employees today.
A CX solution that ‘just works’
In 2023, Tripletex was in the market for a customer experience system that firstly, was easy to maintain, and secondly, had an extensive chat solution with an API that could be self-tailored. “We had two help centre tools we were using up until then, one in-house and the other bought; and we had a ticket and chat solution. However, the chat product broke and couldn’t support our customers who were navigating our product while the chat was running,” explains Tor-Erik Steinsland, Product and Development Team Lead.
“Customers would get kicked out of the queue and placed at the end all because they changed pages while on the chat,” he continues.
In entered Zendesk, which enabled Tripletex to centralise communication with customers on multiple channels in one easy-to-use interface.
“We mainly chose Zendesk for its live chat and API support, but it’s also proven itself with efficiency gains. In our experience, it just works; we don’t have to spend much time on implementation and maintenance,” says Steinsland.
The accounting support platform relies on Zendesk’s Support, Guide, Chat, and Explore solutions between its customer support and customer experience teams. It also leverages Zendesk’s API for several uses, chief among them being the chat API to hide the chat so as to not block other functionalities within the product. It also uses the API to route customers to the appropriate queues.
Engaging content for better customer experience
Through Zendesk, the customer experience team has been able to tailor content and present articles in a more streamlined and straightforward way.
“We’ve also been able to create our own widgets, drop down menu, progress score and information boxes within Zendesk Guide articles. That has made them more engaging, and we were able to break up the text in a more educational way,” Kristin Stensvik, Tripletex’s Customer Experience Lead says.
“So even if customers leave the Tripletex product to read or learn about us from our AI Assistant answers, they can still recognise our brand which is very important,” she adds.
Tripletex has come a long way with its self-developed customer-facing AI assistance tool. “Now we just pull articles from Zendesk Guide and feed them into the assistant, so it responds to customers with content that we have created with Help Centre. This has been a huge success,” Stensvik notes.
While all Tripletex’s content producers belong to the CX team, they act as quality assurance across all departments, checking to ensure that their Help Centre articles have the same style, tone of voice and streamlined workflows.
Stensvik adds, “In this artificial intelligence (AI) era we are in, textual content has never been more important. We have high standards for articles, design, and maintenance. We aim for articles to be no more than three months old. The ‘send for review’ and ‘ready-for-publish’ features also enable our text specialist to review all articles before they go live.”
The customer experience team comprises 10 agents based in the company’s Oslo office.
Stensvik notes, “I would say our AI assistant has also boosted our customers’ self-service capabilities, and we use Zendesk Guide to write our responses. For me as team lead, I also get a good overview of our activity and content through Explore. “The team have found Zendesk to be very user-friendly, and with an easy to navigate editing window.”
Bolstered customer support
As well as its customer experience team, Tripletex has a customer support department, which uses Zendesk to handle support enquiries from all customers, partners, and users. Currently, about 15 percent of cases come in by phone, 20 percent by email, and 65 percent through chat.
The department consists of seven teams, each with 10 agents who handle the incoming enquiries. Additionally, there is a team of coaches who form a second line of support for the more complex enquiries that agents are unable to resolve.
Customer satisfaction is critical for the business as it affects its growth. Through using Zendesk to streamline operations and integrate its own customer support technology and AI, Tripletex is able to enhance its ability to provide top-tier support.
“The biggest improvement we’ve seen has come from the automatic allocation of chats to agents which has led to shorter waiting times and higher efficiency for our agents,” Steinsland says.
“We now hardly ever receive complaints from customers about losing their place in queues—a complete reversal from before.”
A trusted partner in elevated customer service
Within just a year of using the Zendesk platform to streamline and manage its communications, the Tripletex team is aligned on its impression and so far, so good.
Steinsland says, “We are happy; we have a key account manager and the customer success manager, and we have a great working relationship with them both. Zendesk is a user-friendly and low maintenance tool which frees our time to focus on our business.”
