Based in Paris, France, Zenly is a leading real-time, location-sharing app beloved by millions of people, particularly teenagers, around the globe. The app allows users to check out the location of their friends and family, letting them know when they’re at school, work, home or on the go, and facilitates meeting up with them easily.
While the idea of a location-sharing app was not new, even in 2015 when the company was founded, Zenly was able to solve some common problems that had beset their competitors. Apps that were built around continuous location sharing, for example, would create headaches for users in the form of reduced battery life.
The simple solution was to engineer the app so that it only shared your location when it needed to, like when a friend requested to know where you are. By making improvements in this area, and by adding many interesting features (e.g. the ability to see your friend’s battery level, GPS ‘compass’ locator for finding friends on the beach, the ski slopes, or at festivals, easily ‘go off-grid’ and stop sharing location when needed) Zenly managed to make location-sharing a fun and engaging social-network style experience.
Used overwhelmingly by teenagers for sharing their plans, intentions, and locations with regards to their social lives, it quickly became a digital marketer’s dream. Targeted ads could now “guide” decision making about where to eat, what movie to see or which shops had the best deals.
1. Customer Service Partnership with Zenly
By 2017, Zenly had over 4 million downloads, with 28% of users in France but a growing number of new adopters in South Korea (12%) and Japan (8%).
Later that year, the app was purchased for $250 – $350 million by Snap Inc, the parent company of Snapchat. Snap Inc. incorporated Zenly’s technology into Snapchat’s new Snap Map feature while allowing Zenly to still operate independently. As Zenly’s popularity and user-base grew, more and more pressure was being put on the resources of their customer service team.
The ever-expanding flow of moderation reports and support tickets was reaching a point where their team would soon be unable to meet their SLAs. The company’s impressive growth would come to an abrupt halt if their users felt their queries & concerns were going unheeded.
Zenly’s management chose to outsource this part of their workload to Pure Moderation. We quickly assembled a team of highly-skilled agents who work 24/7 to respond to and process reports & inquiries from the Zenly community.