Change.org is a petition website that provides a "freemium" petition tool for more than 100 million users and hosts sponsored campaigns for organizations.
Change.org's stated mission is to "empower people everywhere to create the change they want to see." Popular topics of Change.org petitions are economic and criminal justice, human rights, education, environmental protection, animals rights, health, and sustainable food.
With thousands of users active on their website every hour, there are sure to be many questions that customers need answered. Whether it is someone signing a petition or starting one, Change.org wanted to ensure that their customers were finding the answers to their questions in the most seamless and relevant experience.
They started by implementing Zendesk to their customer support sites and super-powered the search results with Inbenta for Zendesk. Using natural language processing to understand the question, instead of providing keyword matches, made an incredible difference in their self-service support. After seeing incredible results for their English support site, Change.org also implemented Inbenta for their Japanese site as well.
Head of User Advocacy, Change.org
What it looks like:
English Support Site
Japanese Support Site