Hire the Best Zen Cart Specialists
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Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

I believe in providing the kind of support that's so good your customers will tell their friends about it--and providing you the tools you need to make this happen. Looking for assistance in getting your help desk, CRM, or sales software configured from A-to-Z? I'm here for you and your business! I have more than 10 years of experience implementing customer service software for projects large and small--including for teams using phone, email, social media platforms, and chat. In addition, I believe customers judge us not on the mistakes we make, but on the type of resolution we provide for them. Often times, how we fix a customer's problem is an opportunity to gain their trust for life. I love digging into an existing implementation and looking for ways your team can be more efficient while still keeping personal touches. I excel at automation and workflow configurations and improvements. I have expertise in all major customer service systems, including Gorgias, Hubspot Service Hub, Freshdesk, Intercom, Zendesk, Front, eDesk, Zoho, Helpscout, WordPress, Podio, Pylon, and more. I also specialize in channels like Slack Connect, LinkedIn messaging, Instagram and Facebook messages, SMS, phone, voice, and more. I am also an expert at sales CRMs, including Pipedrive, HubSpot Sales Hub, Freshsales, Zendesk Sell and Zendesk Sales Suite, Salesmate, and more. Additionally, I have expert-level experience in implementations of Shopify, ShipStation, ReCharge Apps, Bold Subscriptions, ClickUp, Asana, Google Keep, MS Office, QuickBooks, WaveApps, and numerous other cloud-based solutions. I also have substantial expertise in Zoom, Skype, Microsoft Teams, and Slack for any remote team/work consultations. Finally, automation with systems like Zapier and Make are one of my key specialities. They connect anything to everything! If you can dream it, I can build it. Some popular platforms I connect are phone systems like Aircall or Justcall and signing platforms like PandaDoc. One of my key projects has been leading a customer service team for a startup coffee subscription company, which experienced 450% growth in its first year. I also personally provided, for several years, luxury customer service for an independent hotel that, according to TripAdvisor, is one of the "Top 10 rated" properties in its country. One white-glove service I also offer, on a limited basis, is expert-level customer service for high-end clients for short-term events (such as before, during, or after a Kickstarter launch). I also have a separate team of people providing fractional customer service--please ask me about this! No matter your product or service, I will study all documentation you send me to become an expert so that I can provide exemplary, tailored service for your project. I do not shy away from projects that require technical knowledge, either. In addition, I am a native English speaker and a fluent Spanish speaker. Whenever I take on a project, I work to meet and exceed all expectations and requirements, and I always meet or beat a deadline. Let's provide your customers with support they'll rave about to their friends.

I have spent the last decade in software product development for small privately owned companies and startups. Throughout my career I have worn several hats from QA Analyst to Business Analyst to Project/Product Manager. The last few years my focus has been on implementing and optimizing Zendesk products for clients. This includes, but is not limited to: Email setup and forwarding, user setup, IVR setup, importing organization/client information, macros, creating triggers and SLAs, integrations, automations, creating customized fields, creating and maintaining the ZD Guide, as well as creating customized reporting and implementing AnswerBot. Not only do I have experience with implementing the software, but I was an end user previously as well - so I can provide insight from a workflow/best practices perspective, as well as a technical perspective!

I am a WordPress Specialist and Top Rated Developer. I can tweak any aspect of your WordPress site. I can assist you with theme and plugin selection, installation, customization or even building your website from scratch. My main expertise is WordPress and Woocommerce development. - WooCommerce Theme/Template Design & Development - WooCommerce Responsive Design - Custom WooCommerce Theme Design - Payment Gateway Integration (Stripe, authorize.net,).. - WooCommerce Customization Development - WordPress eCommerce Plugin/ Extension Development - WooCommerce Shopping Cart Development - Payment Gateway Integration - WooCommerce Store Management - WordPress eCommerce Store Design & Development - Site migration to WooCommerce - E-store Design & Development - Payment Gateway Integration - Shipping Integration - Inventory Management - CRM Integration - worked on premium themes likes DIVI, X-Theme, Avada, Thrive Theme, Salient Theme etc I provide top quality development work for my clients and have received 5-star rating for almost every job I've done on Upwork. Please view my job reviews below to read all the great feedback I've received from my clients so far. So if you have any web development project that requires one or more of the following things, just ping me with your details. I'll be the perfect match for your project!