Izipizi reaches 83/100
in customer satisfaction with Zendesk

A designer of lifestyle eyewear that blends design, color and fun at an affordable price, Izipizi is growing fast. To support this growth, the brand is adapting by structuring its customer service with Zendesk.

Glasses that meet everyone’s needs, for every moment of life: that is what Izipizi promises its customers! When they founded the brand almost 10 years ago, Quentin, Charles and Xavier set out to shake up the reading glasses market.

At first, they wanted to create the first self-service reading glasses for people with presbyopia in public places, but customers wanted more… “They wanted pairs to use at home!” says Alihou Garba, Head of Customer Service at Izipizi.

A change of course!

Convinced they had to adapt to demand, the three friends quickly refocused their business on selling glasses to consumers. Their goal: energize the sector with colorful products, original designs and affordable prices. “Our glasses reflect our values: Easy, Open, Happy and Wahou,” explains Alihou Garba.

The brand, originally called See Concept, began its shift in 2014 and became Izipizi in 2017. Today it has broadened its range, and other products such as sunglasses, kids’ glasses and ski goggles have joined the original collections. A diversification that spells success! The brand has been growing steadily for several years.

Izipizi currently sells its products in its own stores in Paris and through a network of carefully selected retailers (BHV Marais, Merci, Le Bon Marché, Marc Le Bihan), as well as online through its e-store. Izipizi glasses are also sold by retailers abroad such as Selfridges in London, MoMA in New York and Isetan in Tokyo. Notably, the brand generates 80% of its revenue internationally.

Goal: customer satisfaction

Against this backdrop, Izipizi wanted to strengthen its commitment to its customers and satisfy them better.

“We can no longer settle for just selling. We have to get involved with our customers and meet their expectations so they are satisfied and, as a result, stay loyal to us,” says Alihou Garba.

When it turned to Synolia, Izipizi’s goal was simple: structure its customer service to deliver a consistent customer experience and support the growth of its business.

A customer experience that reflects the brand

“First of all, we wanted our customer service to be based in Paris. We put ourselves in our customers’ shoes and decided it was important for them to have an experience that reflects our brand: Parisian and high quality”.

The customer experience also had to be human and personalized: “I regularly remind the customer service team how much the quality of the customer experience matters: I ask them to imagine what our customers would love to experience when they contact us, and then to make it happen.”

An experience that also had to match the brand’s values: Easy, Open, Happy and Wahou. The products already embody them with refined design, vibrant colors and original shapes, so the experience had to live up to them too. Every touchpoint between customers and the brand, including conversations, must leave an impression of energy, enthusiasm and authenticity.

Choosing Zendesk

The teams already had a clear idea of what they wanted: personalized, friendly and efficient customer management.

So they chose Zendesk! Its ease of use and fast implementation matched Izipizi’s expectations exactly. User-friendly and powerful, this SaaS customer service solution leads its market and is accessible to everyone. The ideal choice!

And Izipizi turned to Synolia to carry out the project.

“We were looking for a provider that could support us technically but also advise us and train us quickly. Right from the start, Synolia stood out for its expertise and its teaching skills! And we immediately had a good feeling,” explains Alihou Garba.

Synolia implemented the tool, configured it and trained the teams to use it.

First focus: centralizing customer requests

Izipizi used to handle them with a single email address, but that was no longer enough!

Some customers were contacting the company through other channels, such as social media. Izipizi had not anticipated this and lacked the organization needed to provide quality service on that channel.

What is more, without a suitable tool to manage incoming contacts efficiently, customer service agents had to juggle several solutions to respond. The result: disorganization, a real waste of time and a level of service below their standards!

With Zendesk, every contact is centralized in a single interface. All requests, whether they come through the website or social media, now flow automatically into Zendesk for easier management.

The benefits are clear: first, the teams save a considerable amount of time handling requests.

No more juggling between tools to receive and answer requests! The solution also gives agents a complete view of customer information and the history of their exchanges.

As a result, interactions with customers are more personalized and relevant, and the teams, with a complete view of the information, resolve tickets faster. Even better: they reply to customers through the channel they used to get in touch. This makes conversations smoother and boosts customer satisfaction, since everyone uses the channel that suits them best!

Measuring customer service performance

With Zendesk, Izipizi can also produce comprehensive reports on how customer requests are handled.

Response time, number of tickets handled per day and per agent, resolution rate, number of times a ticket is opened and updated, wait time, number of tickets received per month… All these indicators help Alihou Garba optimize how the department is organized and managed.

Beyond faster, more efficient resolution of customer requests, Izipizi has also optimized certain steps, always with the aim of offering customers a better experience.

With Zendesk, customers receive an automatic message after submitting a request, confirming that it has been received.

Another new feature: multilingual support

Because Izipizi’s products are sold internationally, customers must be able to find information in a language they understand. Now, depending on the IP address, the company communicates with customers in French or English. And this is just the beginning, as Izipizi plans to add more languages in the medium term.

A fruitful collaboration

With this project, Izipizi began structuring its customer service, improved its customers’ experience and optimized its agents’ work.

The teams were involved from the very start. “We really went step by step so that our staff could take ownership of the tool and build their skills at the same time,” recalls Alihou Garba. Teamwork made much easier by how simple Zendesk is to adopt and implement.

Immediate benefits

Zendesk has been up and running at Izipizi for a few months now, and the benefits are already showing.

Starting with the agents, who are more efficient and better organized.
This makes ticket handling smoother, and customer feedback is positive.

Another key indicator:
Izipizi’s rating on Diduenjoy has gone up

Since Zendesk, it has risen from 77 to 83/100!
A positive result that is only the beginning, as Izipizi has many more projects in mind to keep delighting its customers!