Supporting Our Customers With an Efficient Call-Back Model

August 29, 2017

Category: Zenefits

call-back phone model

This post was authored by Zenefits’ Implementation Manager, Johnny Westbrook, and Senior Product Manager, Alex Martsenyuk.

In 1876, Alexander Graham Bell was credited with his patent for the telephone. He never could have known that this invention would later revolutionize telecommunications across the globe. Now, in 2017, with hit singles like Drake’s “Hotline Bling,” and Carly Rae Jepsen’s “Call Me Maybe,” our communication methods have transformed far beyond Bell’s wildest dreams. 

These days, businesses continue to push the envelope in how they interact with customers, especially when issues arise that need answers, and better yet, solutions, immediately. Here at Zenefits, our product aims to solve a variety of complex issues for businesses. However, in the world of HR software, employee benefits, and payroll, there could be a time when things don’t go as planned, and you’ll need the assistance of our customer care team.

Customers get the right answer from the right person at the right time

In 2015, Zenefits grew at an unprecedented pace, and with that growth, came the need to support a large client base. We iterated on our support model over time and we landed on a solution that we felt was win-win for us and the customer.

Customers begin by filling out a brief form, including a short description outlining their questions. This gives our team the time to investigate and reach back out to the customer with next steps. This also eliminates the long wait times of the “call-in model,” since often times we route calls to the appropriate person, causing delays or forcing our customers to repeat themselves.

“Zenefits’ call-back model​ provides speedy resolutions for support-related issues.” -Mark Lichter, Finance Manager at LiveAuctioneers

Our software now intuitively routes your inquiry to the appropriate person right off the bat. Since last October, Customer Satisfaction Survey Scores have improved by 10.51% for the “call-back model.” In addition, on average customers can now expect a call back in fewer than 10 minutes.

Zenefits is committed to continually improving the way we service and communicate with our customers. We hope that we are making Alexander Graham Bell, Drake, and Carly Rae Jepsen proud with our current call-back model.


After working in the field of psychology research for years, Bella loves sharing what she's learned in a more directly impactful context. She's interested in the intersection of people and business, and wants to promote conversations about HR. She's an amateur ceramicist, pro dog walker, and produces podcasts on the side.

Category: Benefits, Featured

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