⭐ Case study
From guesswork to clarity
How Simplesat helped Jimdo cut response time by 15%
Before Simplesat, Jimdo struggled with clunky systems and unclear sentiment. Now, they gather real-time insights and have boosted CSAT by 10%.
About the client
Jimdo is a leading website-building platform helping small businesses and entrepreneurs create their online presence. Known for its user-friendly tools and customer-centric approach, Jimdo has supported millions of users worldwide since its inception in 2007.
Location:
Headquarters in Hamburg, Germany
Employees:
230+
Years in Business:
16
Customer Base:
Solopreneurs and small businesses
Integrations with Simplesat:
Increase in customer satisfaction score by
10%
Cut average response time by
15%
Support tickets dropped by
20%
Before Simplesat
Jimdo struggled with several inefficiencies in their feedback process:
- Clunky systems made gathering feedback a chaotic and unreliable process.
- Important customer feedback often got lost or took too long to organize and interpret.
- They lacked a clear understanding of customer satisfaction, making it challenging to improve their services.
This led to a situation where Jimdo felt they were “always guessing” about what their customers needed, creating unnecessary barriers to enhancing their customer experience.
After Simplesat
Jimdo adopted Simplesat in 2021 after searching for a solution to streamline their feedback process and address key challenges. The implementation process was smooth, thanks to Simplesat’s onboarding team, who provided hands-on support and guidance every step of the way.
✏️ Customization and unique approach
- Customizable surveys – Jimdo tailored surveys to match their branding and voice, creating a seamless experience for customers. This customization extended to adding follow-up questions that targeted specific pain points, such as assessing service from individual agents.
- Agent dashboards – Simplesat’s dashboard feature allowed each team member to track their performance in real time, review feedback from previous interactions, and identify patterns, eliminating the inefficiency of manually sorting through Zendesk data.
- Feedback by channel – Surveys were tailored for different products and channels, ensuring that relevant insights were gathered in a consistent format.
🤝 Collaboration process
Jimdo integrated Simplesat with key tools, including:
- Zendesk – For gathering ticket-specific feedback directly from their support system.
- Slack – To share real-time responses with the team, enabling them to stay motivated and connected to customer sentiment.
The onboarding experience was described as quick and enjoyable, with the team appreciating how easy it was to get started and fully customize the platform to fit their unique needs. The process empowered Jimdo to gather actionable feedback effortlessly, helping them build stronger customer relationships.
Results/Impact
Since implementing Simplesat, we’ve seen a significant shift in how our customers engage with our support feedback process. Over the last year, our support team’s CSAT score climbed by 6%. These insights have been invaluable—they allowed us to pinpoint areas for improvement in real-time and ultimately deliver a stronger overall customer service experience.
- Improved customer satisfaction – Real-time feedback collection allows Jimdo to address concerns promptly, leading to stronger relationships with their customers.
- Enhanced team efficiency – Agent dashboards have eliminated the need for manual data sorting, giving agents more time to focus on delivering excellent service.
- Increased team morale – Sharing positive feedback through Slack has boosted motivation and reminded the team of the great work they’re doing.
- Streamlined feedback process – Customizable surveys provide consistent, actionable data tailored to specific products, channels, or situations.
By integrating Zendesk with Simplesat, we’ve gathered immediate, actionable feedback on every resolved ticket. Instead of juggling multiple platforms and manually correlating data, our support team now sees real-time feedback in Zendesk. This streamlined workflow helped us pinpoint recurring issues faster, cut our average first response time by 15%, and boost our overall customer satisfaction score by 10%. Having a single view of both support interactions and customer sentiment has transformed the way we operate—making it easier to prioritize improvements and quickly address emerging problems.
Before adding Simplesat, Jimdo lacked multifaceted feedback. Customers only provided feedback on the product rather than the complete customer experience.
Integrating Simplesat with Zendesk empowered Jimdo to ask follow-up questions and pinpoint specific issues their customers were struggling with. For example, Jimdo found out that their customers found the domain setup process more challenging than expected. Once they discovered this point of friction, Jimdo introduced several improvements – as a result, more customers set up domains successfully on the first try. Domain-related support tickets dropped by 25%.
Using Simplesat provides actionable feedback that covers the entire customer journey, pinpointing blind spots and ensuring that no problem goes unaddressed.
Key takeaways
- Simplesat provided a streamlined feedback collection process.
- Real-time updates enabled Jimdo to take immediate action on customer insights.
- Customizable surveys delivered relevant, actionable data.
- Team morale increased as positive feedback became part of their daily workflow.
⭐ ⭐ ⭐ ⭐ ⭐
If you want a tool that’s easy to use, customizable, and genuinely helps you understand your customers, Simplesat is it. It’s perfect for teams who want to get honest feedback and use it to make their service even better. It makes the whole process fun and rewarding, both for your team and your customers.
