ZenDesk

How has this idea enhanced your club's operation, etc.?

We have implemented ZenDesk, a unified communication platform that allows multiple employees to respond to general emails, Facebook messages and Twitter messages from one interface without duplicating replies. It also has pre-filled replies for common questions. Lastly, we are able to monitor our response times and reference all previous communications from one interface.

How was this idea implemented, and what have been the club members' reactions?

We customized the solution through out Member Services Office and turned over all of our general club email address and social media accounts to ZenDesk. Members are receiving faster response times to their inquiries and manager's inboxes are not as bogged down by simple requests that our front desk can handle.