Customer service software that pays off
With the right customer service software, well thought-out processes and pragmatic implementation, together we can realise the full potential of your customer service – for stronger customer loyalty, real added value and operational excellence that pays off in measurable terms.
Challenges in customer service
Many companies invest millions in marketing and acquiring new customers. However, customer service is often cut back, even though this is where it is decided whether customers stay, come back or leave – the potential of customer service is often not recognised. We are changing that:
Together with you, we will turn your support into an efficient and value-adding lever for customer loyalty, brand building and better product feedback.
Why good teams fail with bad systems
Most customer service teams struggle with the same structural problems. The cause rarely lies with the people – but with a lack of strategy, unsuitable tools or systems that work alongside or against each other.
Sales and marketing act, customer service has to clean up after them? Customer service is used as a fire brigade, not as an engine for customer loyalty and valuable product feedback. Insights from support determine where real problems lie - and where investments are worthwhile.
The result: Despite the good intentions, support is still considered a cost centre. Many people talk about profit centres - we implement them with you.
Assigning tickets, copying information between systems, repeating the same processes over and over again, answering the same questions - this costs time and nerves and prevents your team from concentrating on complex requests.
The result: Agents are frustrated, response times increase and customers have to wait, errors creep in.
Wenn Kunden Stunden oder Tage auf eine Antwort warten oder sich nach euren Zeiten und Kanälen richten müssen, verlieren sie mehr als die Geduld, sie verlieren Vertrauen in eure Marke; auch das Vertrauen eurer Teams in die eigenen Prozesse sinkt.
Die Folge: Steigende Unzufriedenheit bei Kunden und Mitarbeitenden, höhere Fluktuation, sinkende CSAT-Werte.
Enquiries are piling up and some agents are overloaded, while others are understretched. Without automated distribution and smart prioritisation with the right customer support solution, a service team quickly turns into a chaotic heap.
The result: Uneven workload, longer processing times, stressed teams.
CRM, helpdesk software, telephony, e-commerce platform - all isolated solutions? Then data has to be maintained twice, information is missing at critical points or is difficult to obtain, and no one has a complete overview.
The result: Inefficient processes, lost time, poor customer experience due to a lack of contextual information.
Which topics take up the most time? Where is there a real problem? Which agents need support? Without KPIs, dashboards and data analysis, you are groping in the dark and cannot manage strategically.
The result: Gut decisions instead of data-based optimisation, wasted potential for efficiency increases.
Our approach: Strategy, selection, implementation - and real support
We don’t think in terms of customer service software, but in terms of you: Where do you stand, where is the pressure, what is the next goal and what is the vision?
🧠 Phase 1: Understanding & Analysing
Check-in workshop
Together we develop a clear overview: What does the status quo look like, which processes are already working well, where are the pain points? Which customer service software and other tools are in use?
Develop vision & strategy
What do you want to achieve in customer service? How does support contribute to the corporate strategy? We develop a clear vision and derive a realistic roadmap from it.
Building a roadmap
From the project to the vision, big miracles take longer. We combine concrete steps for quick success - the low hanging fruits - with clear milestones and long-term goals.
Result: A picture of where you are, where you want to go and how best to get from one to the other.
🧰 Phase 2: Define & select
Tool evaluation with clear criteria
Which service software fulfils your requirements? We analyse systematically: functional scope, integration options, scalability, costs, user-friendliness.
Architecture & integration planning
How do we connect and complement your systems in a meaningful way? Which interfaces do we need for this? We plan the technical architecture carefully from the outset - with a view to data flows, restrictions and future security.
Custom apps or standard
Sometimes out-of-the-box functions are enough for customer service software, as long as they are set up sensibly. Sometimes, however, customised developments are needed if they offer you real added value. We categorise this with your goals in mind.
Result: a well-founded tool selection, well thought-out integration architecture and a concrete plan for implementation.
🚀 Phase 3: Implement & introduce
Integrate without downtime
We know how to migrate smoothly: Ensure data quality, transfer legacy data cleanly, plan test phases. In the meantime, your service remains operational and customers don't notice anything (apart from the improvement).
Training & change support
Even the best software is useless if your team doesn't use it, which is why we actively support the roll-out with training, change management and ongoing support
Market launch in stages
One step at a time: We often start with a pilot project or team, gather feedback, optimise and then gradually roll out further.
Result: a system that functions without any nasty surprises in the shortest possible time and a trained team with stable operation.
📈 Phase 4: Testing & optimisation
KPI tracking & performance measurement
Together, we define relevant key figures such as response times, CSAT scores, SLA compliance, ticket distribution and first contact resolution. And continuously measure whether the improvements are taking effect.
Expert sessions
Support processes change, requirements grow - our experts are there for you, not just with optimisations and reviews: We remain at your side as a long-term strategic partner so that you can count on your customer service market advantage in the long term.
Next steps on the roadmap
After the go-live, we think about the next sensible steps: Where is there further potential for optimisation?
Result: Your service is constantly improving, you make data-based decisions and achieve long-term success.
Success stories: From quick wins to strategic transformation
Response times halved – in three months
Through smart automation of their customer service software, optimized workflows, and clear processes, Globetrotter halved first-response times within three months.
“Working with Leafworks was very pleasant and professional. Leafworks understood our needs very well and guided us excellently through the transformation process.”
Read the Globetrotter story →Customer satisfaction increased to 92 %
Together, we implemented Zendesk as the central platform, expanded self-service options, and trained the agents. The result: customer satisfaction rose by 5 points to 92 %, ticket volume decreased, and complex inquiries received more focus.
Read the Jelmoli story →Multi-product support without negative impact
“With Leafworks’ help, we managed to deliver a huge project without negative impact for users or customers. We unified customer satisfaction across the group at a high level – and can now efficiently provide multi-product support.”
Read the Staffbase story →Zendesk: Our go-to solution for modern customer service software
With so many customer service solutions available, the question arises: Which tool is the right one? We are clearly in favour of Zendesk.
Why Zendesk?
Zendesk is a modular, scalable platform that helps you to process support requests efficiently and across all channels. With ticket management, self-service, live chat, automation and more and more AI support, Zendesk can cover all the requirements of modern customer service teams if implemented and expanded as required. But above all: Zendesk is flexible enough to grow with you, whether you have 3 agents or over 1000.
What makes Zendesk the ideal customer service software?
Cross-channel communication
Email, chat, phone, and social media – all requests flow into one system. Your team always sees the full context and responds faster.
Automation
Zendesk distributes tickets automatically and answers routine requests with chatbots. That saves time and keeps your team focused.
Self-Service & Help Center
A well-structured help center reduces tickets and provides instant answers 24/7. Customers get what they need, whenever they need it.
Integrations & Flexibility
Zendesk connects with CRM, ERP, e-commerce, and telephony tools. We also build custom integrations through the open API.
Scalability
Zendesk grows with your team – from startup to global enterprise. Always reliable, flexible, and high-performing.
Zendesk modules and add-ons
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Support Ticket management via email, web form, or app
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Guide Knowledge base & forms
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Chat Live chat, messaging & bot support
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Talk Native telephony solution
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Sunshine Integration platform & CRM flexibility
- 👥 Employee Service Suite Internal service management (HR, IT, etc.)
- ✅ Quality Assurance Quality control for support interactions Add-on
- 🗓️ Workforce Management Scheduling & resource allocation Add-on
- 🤖 AI / Copilot Virtual assistant for agents & automation Add-on
Leafworks & Zendesk: Over 10 years of expertise
As the largest Zendesk Premier Partner in the DACH region, we have already successfully implemented over 900 projects, from needs analysis and implementation to the development of customised apps and integrations. Our services around Zendesk:
Which suite, which modules & extensions are best for you? How do you use Zendesk optimally? ▶ Learn more
Pragmatic, fast go-live for immediately tangible and measurable improvements ▶ Learn more
CRM, ERP, telephony, shop systems - we connect Zendesk with existing tools ▶ Learn more
Expert sessions, strategic reviews, ongoing optimisation - we stay with you. ▶ Learn more
Zendesk Premier Partner & your certified implementation partner
With the help of Zendesk, we realise customised solutions in the customer service environment. We take over the complete customisation to your CI/CD, implement automations within Zendesk and develop custom apps as well as integrations into your backend systems.
Let’s talk about how we can also improve your customer experience.
Zendesk is not everything
Zendesk is our favourite customer service platform – we know it inside out and know what is possible with it in the right hands. However, we also work in larger contexts and support you throughout the entire system landscape, from CRM and telephony solutions to BI solutions and effective project management with monday.com. Wherever interfaces, data flows and process networking play a role, we are there to help.
Why Leafworks?
Strategic foresight & operational expertise
We understand how customer service creates value - and implement this pragmatically. Many only advise or tackle; we combine both and translate strategy into functioning processes that have a measurable effect.
360° support
We listen, prioritise and stay by your side - from setup to operation. No 08/15 packages, no disappearing after the go-live, but reliable expertise with clear results.
Community & Practical relevance
We bring people and knowledge together: Expert sessions, after-show events, CX-Fest. Exchange at eye level - with concrete learnings that you can use in support the next day.
Pragmatism & fast time-to-value
Fewer slides, more impact. We deliver tangible improvements quickly, iterate on the basis of data and keep an eye on the roadmap - for measurable results instead of buzzword bingo.
Our customers
We support over 300 customers in the Zendesk environment,
from start-ups with 3 agents to large organisations with 999+ agents in 30 countries.
We are here to help – with experience from hundreds of Zendesk projects.
Many challenges in customer support can be solved with well thought-out integrations and automation. This leaves more time for customer relationships instead of tool maintenance.
Our team has been developing customised Zendesk extensions for years – from CRM connections to BI dashboards – and knows the stumbling blocks just as well as the quick levers.
If you would like to further develop your customer service or review your Zendesk setup, please contact us.
Robert Cwicinski
CRM expert
- CRM
- Automation
- Integrations
- Business Intelligence / BI
- Zendesk
- Digital Transformation
- Custom MVPs
FAQ about software for your customer service
In principle, every company – regardless of size – benefits from well-coordinated customer service software. Large organisations use it to manage complexity, scale processes and link customer data across multiple systems.
Smaller teams gain time above all: they can process enquiries in a more structured way, automate recurring processes and offer their customers a professional service without increasing staff. The decisive factor is not the size of the company, but how well the tool is embedded in the processes and organisation. This is exactly where we come in.
This depends heavily on the starting point – i.e. the existing system landscape and the target processes.
In many cases, a pilot project is live within 6 to 8 weeks.
The right sequence is important: analyse processes, ensure data quality, plan interfaces, train employees.
With this foundation, the go-live will run smoothly and your customer service will remain operational during the changeover. We accompany the entire process – from evaluation to operation – and ensure that the investment pays off right from the start.
Customer service is far more than just ticket processing.
It is the interface between brand, product and people – and therefore a key lever for customer satisfaction and brand loyalty.
Good customer service also provides valuable feedback for product development, sales and marketing.
In short: what happens in service determines whether customers stay or leave.
Modern customer service is fast, empathetic and networked.
It is based on clear processes, consistent communication and complete context – regardless of which channel customers use to make contact.
Automation and AI help reduce repetitive tasks so agents can focus on the complex cases that create real customer satisfaction.
Zendesk is a modular platform for cross-channel support that centralises email, chat, telephony, social media and self-service.
It automates routine tasks, offers powerful reporting functions and enables connection to CRM, ERP and e-commerce systems via open APIs.
In combination with targeted process consulting and customised extensions, Zendesk becomes a comprehensive solution for modern customer experience.
The Zendesk Suite is modular and can be customised to your requirements. Typical core components and extensions are
- Support: Ticket management via email, web form or app
- Guide: Knowledge database, self-service portal incl. article suggestions
- Messaging / Chat: Real-time communication, chatbots & channels such as WhatsApp via Sunshine Conversations
- Talk: Telephony with calls, IVR, voicemails, callbacks
- Sunshine: Platform for APIs, data integration and cross-channel conversations
- Workforce management: personnel planning, deployment management, forecasts
- Quality assurance: evaluation and quality assurance of support processes
- AI & Copilot / Bot Integration: Automated responses, AI assistants and bot logics
Zendesk is suitable for companies that want to combine scalability, efficiency and customer satisfaction – from start-ups to global enterprises.
The platform is flexible enough to grow with your requirements: from a small service team with three agents to complex organisations with an international structure.
Thanks to the open API and numerous extensions, Zendesk adapts to almost any system landscape – whether CRM, telephony, shop or BI.