Creating Support from Scratch with Calloquy's Ricardo Sewell

To start off, could you tell us a little bit about yourself, your role and your company? ??

I am the Head of Technical Support of a pre-launch, pre-revenue startup based in Atlanta, GA.

We are the future of SaaS-based video litigation helping firms have complete depositions, arbitrations, mediations, and team meetings online.

In my spare time, I mentor future tech entrepreneurs in Atlanta and I go to hackathons.

What prompted you to look for a customer support solution? ??

We were building from the ground up and didn’t like other applications’ support tools and channels.? The goal was to be able to scale from the East to the West coast quickly.

What's the biggest benefit you've seen using Zendesk? ??

Being able to quickly integrate and also its extensibility with other applications.? Also, Sam Chandler ?? Customer Success and Experience and Startups ( Zendesk ) coming down to our office who I met initially at Ponce City Market really helped up feel supported.

Having some added support from Rose Serafini ( Zendesk for Startups ) is really awesome as well.

What is your current underlying tech stack? ??

We use HubSpot on the sales side of the house with Intermedia Unite for our unified communications systems.? Our main language internally is based on React from the Development side of the house.? We use a few tools like Typeform and Stonly and integrate them into Zendesk and now our internal IT and Product Dev teams are starting to use Zendesk too.

What lessons have you learned since starting your customer support journey?

That it is very, very hard to gauge headcount with data.? Being in Atlanta and meeting other CX leaders is invaluable.? We actually met a bunch of folks at a Zendesk event in West Midtown this year.

How do you support/empower your team? ???

We give our specialists access to create, edit and distribute all Knowledge Base articles to give them the ability to impact customers’ experiences.

On our team, Bianca Worthy, CSM, CSPO has been very instrumental and getting us ready to scale as we grow and Austin Dryden who started here at the beginning with me and helped vet our first batch of applications that we decided to use.

Tell us something cool you have built with Zendesk. ??

So far was just got into dashboards but we are working on an API that will allow us to see new customers on our platform in real-time show up in Zendesk; hopefully.

As a leader in this space, what would you like to see in future iterations of Zendesk and how could we make your life easier? ??

I would like to see more visual customization on the form side and more automations around ticket assignments.