Customer service software that pays off
Challenges in customer service
Many companies invest heavily in marketing and customer acquisition. Yet customer service still has untapped potential, even though this is where customers decide whether to stay, return or leave.
Together, we develop your support operations with clear processes, the right customer service software, connected data and the effective use of automation and AI.
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, transferring information between systems, carrying out recurring steps and answering the same questions over and over again takes time and prevents your team from focusing on more complex issues. Automations, Copilot and AI Agents can handle or prepare suitable tasks.
The result: Processing times increase, errors creep in and employees are burdened with avoidable routine work.
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.
If requests are not routed based on topic, urgency, language or required expertise, workloads become uneven and waiting times increase unnecessarily. Automated routing and AI-powered classification help direct tickets to the right team immediately.
The result: longer processing times, overloaded teams and avoidable escalations.
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 contact reasons require the most effort? Where does self-service fail? Which requests are suitable for automation or AI Agents? Without the right KPIs, dashboards and analyses, there is no solid basis for informed decisions.
The result: Measures are prioritised based on gut feeling, while their actual impact remains unclear.
With properly configured customer service software, communication, processes and data can be connected in one central system. A strong implementation partner builds on this foundation with automation and AI wherever they deliver clearly measurable value.
Our approach: Understand, prioritise, implement and improve
1. Understand and analyse
We examine your processes, contact reasons, channels, systems, data and metrics, ideally as part of a clarity workshop. This reveals what is already working, where bottlenecks occur and which opportunities remain untapped. For an immediate assessment of where you stand, try our maturity check.
Result: a reliable picture of your current customer service operations and the most important areas for action.
2. Prioritise and plan
Together, we develop practical next steps, ideally within the framework of a well-designed customer service strategy, and assess potential measures based on impact, effort, dependencies and risk. These may include process changes, software selection, integrations, automations and the effective use of AI in customer service.
Result: clear priorities, a suitable system architecture and a realistic service roadmap.
3. Implement and introduce
We configure and integrate systems, develop custom apps and customer portals where needed, migrate data and test the new workflows. Training and a structured rollout prepare employees and administrators for day-to-day operation.
Result: a functioning solution ready for use in daily operations.
4. Measure and optimise
After go-live, we assess the impact using jointly defined metrics. These may include response and resolution times, CSAT, SLA compliance, automation rates, cost per request and AI Agent performance.
Result: a reliable basis for further optimisation and the next steps in the roadmap.
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 →Using AI and automation effectively in customer service
AI and automation can reduce routine work, process customer requests faster and provide targeted support to service teams. The key is to choose the right solution for each contact reason and reliably measure its impact.
We assess which processes are suitable, which data and knowledge content are required and when requests need to be handed over to employees.
Automate recurring workflows
Fixed rules are suitable for clearly defined tasks such as routing, prioritisation, notifications, data maintenance and recurring process steps. This reduces the amount of information employees need to transfer and eliminates the need to perform standard workflows manually again and again.
Learn more about automation →Support employees with AI
AI can summarise requests, provide relevant information, prepare responses and recommend next steps. Processing and decision-making remain with employees.
Learn more about AI support with Copilot →Resolve customer requests automatically
AI Agents can handle clearly defined requests independently, use information from an approved knowledge base and perform defined actions. Complex, sensitive or unclear cases are handed over to employees with the existing context.
Learn more about AI Agents →Measure quality and impact
Automation only makes sense if it genuinely reduces the workload for customers and the team. Relevant metrics include resolution rates, escalation rates, processing times, repeat contacts, customer satisfaction and cost per resolved request.
Zendesk: our preferred customer service platform
The right customer service software depends on your processes, channels, systems and goals. We frequently recommend Zendesk because the platform can be configured, integrated and extended flexibly – from traditional ticket management to self-service, automation and AI.
We support you with selection, implementation and ongoing development. If you are still comparing different solutions, our customer service software comparison provides an overview of relevant providers.
Omnichannel and self-service
Zendesk brings email, messaging, web forms, telephony and other channels together in one central workspace. A help centre and structured knowledge base help customers find answers independently while also providing the foundation for AI-powered service.
Workflows, integrations and apps
Triggers, macros, routing and action flows handle recurring workflows in Zendesk. Using interfaces, App Builder, custom apps and middleware, we connect the platform with CRM, ERP, ecommerce, telephony and BI systems.
AI Agents and Copilot
AI Agents resolve suitable customer requests independently and hand over more complex cases to employees with the existing context. Copilot supports the service team with summaries, suggested responses and recommended next steps.
Quality, planning and employee service
Quality Assurance supports the systematic evaluation of service interactions. Workforce Management combines forecasting with workforce and shift planning. The Employee Service Suite also enables Zendesk to support internal service processes in HR, IT and other teams.
Zendesk in practice
Two short examples show how Zendesk can be used as a central customer service platform and how AI Agents can resolve specific customer requests.
New communication structures with Zendesk
JobCloud shows how Zendesk was implemented with Leafworks as the central platform for new service and communication structures.
Handling “Where is my order?” with an AI Agent
This short demo shows how a Zendesk AI Agent independently handles a typical ecommerce request.
What our customers say
As a sparring partner and integration partner, Leafworks is simply excellent. They are solution-oriented, easy to reach, respond quickly and always work with us on an equal footing. Even when requirements initially seem complex, they find good solutions relatively quickly.
We have felt well supported throughout the setup process and continue to do so today. Overall, our contacts have always been easy to reach and were able to help quickly and without complications in almost every case. Thank you very much!
Leafworks is a knowledgeable, solution-oriented and honest partner for us.
Our collaboration with Leafworks has been consistently positive and extremely pleasant. Everything worked smoothly, from the first contact through to implementation. The Leafworks team impressed us with its professionalism, expertise and open, friendly communication. We particularly appreciate their reliability, fast response times and the considerable commitment they showed in implementing our requirements. We are completely satisfied and look forward to many more projects together!
Our collaboration with Leafworks on the implementation of Zendesk was excellent. The project was delivered professionally, on schedule and with a high level of technical expertise. We are completely satisfied with the result and the way it was adapted to our processes. A big thank you to Dennis!
Leafworks implemented our project perfectly: competent, solution-oriented and always mindful of the bigger picture. From the initial setup to ongoing optimisation, we have felt extremely well supported. Highly recommended!
I have been very happy with our collaboration from the very first contact and still am today! With Leafworks’ help, we set up Zendesk to suit our needs perfectly. Even afterwards, every question, no matter how small, has always been answered in a friendly manner and extremely quickly, which I really appreciate. Thank you very much!
Leafworks handled the complete implementation of Zendesk for us. Based on our requirements, the system was ready for use within just a few weeks. Leafworks continued to support us after go-live, whether with fine-tuning, troubleshooting or the integration of additional features and connections. We will continue to rely on Leafworks because we always receive fast, straightforward and competent support.
We have been working with Leafworks for several years, and for good reason. There really is no task that the team has not completed to our full satisfaction. Whether acting as a strategic partner and consultant, handling major projects such as data integrations, custom apps and the introduction of Voice, or supporting adjustments to daily operations and process optimisation, Leafworks always delivers reliably, with a solution-oriented approach and an excellent understanding of our needs.
Leafworks was always there for us during the introduction of Zendesk, offering advice, practical support and extensive expertise. The project almost failed because of several complex, non-standard challenges, but Leafworks had a solution for every problem, whether our telephone system was incompatible or we received no notification when a contact did not have an email address. We now only conduct training with Leafworks because the people there are extremely competent and know exactly what they are doing.
The onboarding with Leafworks was very good. Everything was well planned, and we could always get immediate help whenever a problem or question arose. The team also listened to our requirements and found an individual solution. This allowed us to integrate all our existing data into Zendesk Guide effectively. We are grateful for the support we received and look forward to working together again in the future.
We have been working with Zendesk since 2012 and were able to rely on Leafworks’ support for the initial setup of our new help centre as part of our website relaunch in 2022. Everything went absolutely smoothly, from implementing intelligent contact forms and optimised ticket routing in the newly introduced Agent Workspace to supporting the creation and translation of dynamic content. Their advice on various improvements to the ticketing system was always constructive and extremely competent, and the implementation was remarkably fast. Special thanks go to Eren, who has always been quick to help with any questions and whose on-site training significantly improved our agents’ understanding. We are completely satisfied with Leafworks and look forward to the upcoming implementation of a new chatbot and our continued collaboration.
Leafworks supported us efficiently and effectively with restructuring and optimising Zendesk. Our consultant Tobi was always hands-on, enabling us to complete the project successfully, on schedule and without additional costs. Once our team is comfortable with the changes, we will start the second phase of our Zendesk project with Leafworks. You have certainly earned our trust. Thank you!
With Leafworks, we have found a partner whose expertise supports us with all our questions relating to Zendesk. The team knows exactly what it is doing, and that becomes clear from the very first interaction.
Leafworks provided excellent support with the initial setup of our Zendesk instance, the training of our employees and the introduction of our ERP integration. Every interaction I had with Leafworks was friendly, constructive and productive. I always received very good and, above all, fast assistance, and we feel that we are in very good hands. I look forward to our next projects with Leafworks with great confidence and to continuing our successful collaboration!
We chose Leafworks based on Zendesk’s recommendation. Leafworks handled the complete setup of Zendesk for us, including the connection of all our online shops and the migration from our previous CRM. The support provided by Leafworks was exemplary. The team stood out in particular for its excellent communication and in-depth expertise, which made the collaboration highly successful and allowed every challenge to be resolved. Nothing was left to be desired. We can recommend Leafworks without reservation and look forward to continuing our collaboration, as we regularly have specific requirements that Leafworks implements for us. We can also rely on the team at short notice whenever new problems arise. Thank you for the excellent support!
A strong partner for a great product.
Excellent software and a powerful customer support platform for email, Facebook chat, Instagram chat and bot conversations.
Everything in one place. A fantastic product!
Good integrations with Shopware and Plentymarkets.
Great automations and macros, and easy to use.
FAQs can be integrated into the online shop, which is also excellent.
And if something does go wrong, Leafworks’ Zendesk support is there immediately!
Leafworks & Zendesk: Over 10 years of expertise
As the largest Zendesk Premier Partner in the DACH region, we have already successfully delivered over 900 projects, ranging from requirements analysis and implementation to AI, automation, custom apps and complex integrations.
Our Zendesk services:
Zendesk in your system landscape
Zendesk is our preferred customer service platform – we know it inside out and understand what it can achieve in the right hands.
However, we always consider the entire system landscape. Depending on your requirements, we use complementary or alternative systems such as Knots for AI-powered automation and data processing, Aircall for cloud telephony, HubSpot or Pipedrive for CRM processes and Geckoboard for clear customer service dashboards.
With monday.com, we also manage workflows and collaboration beyond customer service. What matters is that the platforms work together reliably and fit your processes. You can find a complete overview on our partners and platforms page.
Why Leafworks?
Strategy and technical implementation
We develop roadmaps, configure Zendesk, build integrations and support teams during the roll-out. This ensures that consultancy and implementation go hand in hand.
Accompaniment beyond the Go-live
Through reviews, expert sessions, training courses and ongoing optimisation, we support the long-term development of your customer service.
Community and practical experience
We bring people and knowledge together: expert sessions, after-show events, the CX Festival. A chance to exchange ideas on an equal footing – with practical insights you can put to use in your support work the very next day.
Pragmatic implementation
We prioritise measures based on their impact and the effort required, implement improvements that deliver tangible results quickly, and assess their outcomes using reliable data.
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’re here to help!
With experience gained from hundreds of Zendesk projects.
Many customer support challenges can be solved with well-designed integrations and automations. This leaves more time for customer relationships instead of tool maintenance.
Our team has been developing tailored Zendesk extensions for years – from CRM integrations to BI dashboards – and knows both the common pitfalls and the quickest ways to make an impact.
If you want to develop your customer service further or review your Zendesk setup, get in touch.
Maik Isernhinke
Customer service expert
- CRM
- Automation
- Integrations
- Business Intelligence / BI
- Zendesk
- Digital Transformation
- Custom MVPs
FAQs on customer service software, Zendesk and AI
Moderne Kundenservice-Software eignet sich für Unternehmen jeder Größe, wenn Anfragen strukturiert bearbeitet, Prozesse automatisiert oder mehrere Kanäle und Systeme verbunden werden sollen. Entscheidend sind die Anforderungen an Abläufe, Integrationen, Self-Service, Reporting und AI.
This depends on the existing system landscape, data migration and the required processes. A clearly defined QuickStart project can be implemented within a few weeks. Extensive integrations and international roll-outs require a correspondingly greater amount of planning and testing.
Zendesk is a platform for cross-channel customer service. It combines ticket management, messaging, telephony, self-service, reporting, automation and AI. Zendesk can be integrated into existing CRM, ERP, e-commerce and BI systems via apps and interfaces.
Zendesk is ideal for businesses looking to set up, scale or automate their customer service in a structured way. The platform supports small service teams as well as international organisations with complex processes and system landscapes.
Automation follows predefined rules. Copilot supports staff whilst they are processing tasks. AI agents handle suitable enquiries independently and can carry out multiple steps as well as defined actions in connected systems.
Yes. We analyse existing configurations, streamline structures that have evolved over time, optimise workflows and reporting, and add integrations, automation or AI features.
