Transforming Zendesk across industries
Although customer expectations have never been higher, each industry faces its own unique challenges in delivering exceptional support. To name just a few:
Healthcare providers need to manage complex device warranties and patient data.
Financial institutions must maintain strict compliance while processing sensitive documents.
E-commerce companies require lightning-fast response times for shipping inquiries.
Gaming companies face the challenge of providing real-time, always-on support to a global audience.
This is where Knots makes the difference—we transform Zendesk into a solution tailored to your industry’s specific demands by automating complex workflows and eliminating repetitive tasks.
The Knots approach
We enhance Zendesk by understanding what makes your industry unique. Our solutions work proactively, automating tasks before an agent even opens a ticket to reduce wait times and backlogs. Whether you’re in e-commerce, the public sector, manufacturing or tech support, we build solutions that fit your workflow and deliver immediate results.
Pre-ticket automation: Automatically extract data, fill in fields, and categorize tickets to improve efficiency before an agent takes action
Workflow optimization: Streamline manual tasks like document parsing, ticket routing, and data enrichment, saving time and reducing errors.
Integration: Connect Zendesk seamlessly with tools like CRMs, resource planning systems, or custom software to unify your workflows.
AI-powered solutions: Use machine learning to automate classification, create personalized responses, and predict trends for better decision-making.
Enterprise-ready infrastructure: Rely on a secure and adaptable platform that grows with your business while meeting the highest standards for data security.
Industry leaders trust our Zendesk solutions
Knots' industry solutions
From healthcare providers processing sensitive patient data to logistics companies handling thousands of shipping orders, each industry requires a unique approach to customer support. At Knots, we specialize in transforming Zendesk into a powerful, industry-specific solution. Don’t see your industry below? While these examples highlight some of our key verticals, our expertise spans many industries-let’s explore how we can solve your unique challenges.
Healthcare
Supporting medical device management and hospital operations requires accurate handling of sensitive information and efficient processing of traditional documentation methods. We understand the complexity of healthcare support operations and deliver solutions that streamline processes while maintaining strict GDPR and HIPAA compliance.
Some of our use cases:
Automate medical device shipping and warranty verification workflows
Processing and digitizing faxed orders from hospitals using advanced OCR (image to text)
Synchronize device information across systems and validate warranty status
Generate automated repair recommendations and documentation
Enrich tickets with parsed device and patient information
Financial Services
In the highly regulated financial sector, accuracy and security are paramount. Our solutions ensure both efficiency and compliance in every interaction.
Some of our use cases:
Use optical character recognition and artificial intelligence to extract and process information from scanned or digital documents such as PDFs and handwritten notes
Automatically validate extracted data against CRM systems
Securely store documents with correct customer attribution
Convert support tickets into auditable, human-readable PDFs
Automate document storage and retrieval
E-Commerce & Retail
Modern retail requires instant response times and integration with multiple sales channels and data sources.
Some of our use cases:
Automatically respond to “Where is my package?” inquiries with live tracking updates
Identify and track orders across various platforms such as Amazon and eBay
Analyze customer messages for sentiment and prioritize responses
Connect with tools like Google BI for deeper insights into customer behavior
Manage abandoned shopping cart notifications from Shopify to re-engage customers
Categorize and forward customer questions to the correct department
Logistics & Travel
Coordinating complex shipping operations and travel arrangements requires precise scheduling and multiparty communication.
Some of our use cases:
Organize and process data from contracts for hundreds of partners
Synchronize updates between parties like lawyers or repair teams
Format and track travel dates for automatic scheduling
Build integrations with external systems for real-time data sharing
Automate workflows for handling vehicle claims
Add rental and driver details directly into tickets for better tracking
Infrastructure & Utilities
Managing utilities and infrastructure services involves organizing complex documents, coordinating stakeholders, and routing inquiries based on detailed property and customer information.
Some of our use cases:
Organize and classify documents using advanced sorting rules
Extract and validate data related to properties or customer accounts
Integrate with systems like SAP for instant data retrieval
Automatically assign tickets to the right team or agent based on content
Process customer account numbers and contract details
Automate workflow based on system-generated identifiers
Manufacturing
Manufacturing businesses often deal with complex workflows and technical challenges. We streamline processes to ensure seamless communication and operational efficiency.
Some of our use cases:
Automatically organize and extract data from complex technical files
Direct support tickets based on order specifics and customer profiles
Prioritize technical inquiries using intelligent classification
Integrate Zendesk with production and inventory management systems
Add details about orders and production directly to support tickets
Public Sector
The public sector needs systems that handle citizen communications with efficiency, transparency and accountability.
Some of our use cases:
Automate ticket routing to appropriate government agencies
Process and digitize citizen requests using advanced OCR, image-to-text transformation
Integrate Zendesk with government-specific platforms to ensure compliance
Enrich tickets with data from public records and citizen profiles
Track and report on service response times to improve transparency
Gaming
Gaming companies operate in fast-paced, global markets where fast, multi-lingual and personalized support is critical.
Some of our use cases:
Automate ticket classification to address top priority issues for players
Integrate Zendesk with gaming platforms for seamless support
Analyze player sentiment to prioritize and escalate critical tickets
Handle multiple languages with intelligent routing and GPT translation options
Hear from our customers
See how we’ve helped companies like yours increase efficiency and solve problems in minutes that used to take days.
Real-world impact
Our solutions are built to solve real-world challenges. Here are some examples of how we’ve helped businesses across industries:
Reduced manual work: One healthcare company automated 80% of their warranty-checking processes, saving hundreds of hours per year.
Improved accuracy: A financial services provider achieved 95% accuracy in document parsing and validation through Optical Character Recognition and AI models.
Enhanced customer experience: An e-commerce retailer automated 70% of their shipping inquiries, improving customer satisfaction scores by 30%.
Maximized efficiency: A retail company automated all responses to order update requests by extracting information from attached PDFs, autofilling ticket fields, and sending delivery details, resolving tickets without agent interaction.
Getting started with Knots
1. Discovery: Contact us so we can understand your unique challenges, goals, and workflows. Or, explore our applications for yourself to see how they can meet your business needs.
2. 14-Day Free Trial: Try all Knots apps for free for two weeks, including personalized setup assistance from our team, free of charge.
3. Implementation: Using a no-code approach, our applications integrate easily and seamlessly into your Zendesk setup. If you want, we can help you set them up at no additional cost.
Let’s elevate your customer support
Ready to transform your customer support? Let’s discuss how Knots can enhance your Zendesk experience.
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