April 19, 2017
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Customer experienceVoice of CustomerCase Studies

Tracking Customer Agent Performance in Zendesk – Fiverr

Fiverr Surveypal
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Keti Limani


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Fiverr is the world’s largest freelance services marketplace for lean entrepreneurs to focus on growth and create a successful business at affordable costs.

The challenge

Fiverr is using Zendesk as their Customer Support platform. As a Zendesk user, Fivver was looking to differentiate between customer satisfaction feedback on their product and their support staff. Surveypal's fully integrated survey solution for Zendesk allowed them to capture insights targeted on the performance of individual customer agents.

The journey

After evaluating several survey platform apps within the Zendesk marketplace, Fiverr found that Surveypal’s integration app in Zendesk was best suited to their needs.

The solution

Fiverr is now able to personalize and send multiple-question surveys directly from Zendesk using Surveypal’s integration app, and efficiently track the performance of customer support staff by mapping customer feedback straight into agent profiles in Zendesk.

The end result

Surveypal has enabled Fiverr to apply separate customer feedback criteria to track their customer agents’ performance and better manage their staff. The combination of customer feedback and QA results allows Fiverr to better manage and train their team.

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