Your One Stop Shop for Zendesk Customer Experience Optimization
Clients who love us
Our Zendesk Services
Zendesk Onboarding
Maximize your Zendesk potential with our expert onboarding. Automate and go omnichannel for an improved customer experience. More
Zendesk Optimization
A deep focus dive into your business goals and objectives. Our goal is to help you save time and improve your customer experience. More
Our solutions are so good you’ll want to add them to tapwater
Why Choose Us?
You are no longer worried about if Zendesk was the right choice.
You are looking at reports and understand how your business is doing.
You are getting traction for your business.
You can easily communicate with a team of experts if you need any workflow updates for CS/CX.
You get time to focus on important things in your business by automating processes and encouraging self service.
You don't have to hire that many new people because we give your existing team the tools they need to be efficient.
You find your niche.
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Dominic Brasoveanu, Founder CEO
I am working on building a better world by offering meaningful experiences.
Client Testimonials
Kathy Elson, CEO SmartMLS
We are very pleased with our experience working with the entire Roca crew. From the outset, they carefully listened to our overall goal, including our current struggle points, and developed a course of action that was tailored specifically to our most urgent needs. They provided workable solutions and took the time to walk us through their processes so we have a better understanding of the intricacies of Zendesk. With their help, we now have many of the tools we need to manage our environment more effectively in the future. Roca has wonderful team members all over the globe that made themselves available to us at all hours of the day (and night). Each specialist was exceedingly pleasant and professional, and completely vested in delivering the best solution for our unique needs. Everyone we have worked with has helped us move closer to our goals. We are encouraged by the results we have seen thus far and are excited about continuing our collaboration.
Rory VanceRory Vance / Customer Support Team Lead
As a new Zendesk client, we were impressed by the range of features available in the platform. But not really sure where to start, from an implementation pov! Fortunately, we were introduced to DominicCX through a warm referral and began our planning journey in earnest. Throughout the regular discovery and customization consultancy sessions, we gradually saw our vision of a new support platform take shape. Dominic and his team are professional, technically brilliant, intelligent, helpful, pragmatic and helped us deliver our implementation project on time and within budget. And DomincCX's fees are extremely competitive! I wouldn't hesitate to recommend Dominic and his team to anyone looking to roll out Zendesk for their organization. We look forward to continuing our working relationship with Dominic and his team in the future.
Michelle Peters / Customer Support Manager
I want to say thank you for supporting us with Zendesk, you and Paul have been a great help during the last weeks and I think we have already made huge progress with setting up a new structure in Zendesk. We really enjoyed working on this and definitely learned a lot!
Elena Marinescu / Call Center Manager
Am apelat la serviciile ROCA cu scopul de a optimiza și îmbunătăți sistemul de comunicare scrisă cu clienții noștri. Am găsit în Dominic și Gabriel parteneri profesioniști și de încredere, cu o abordare flexibilă nevoilor noastre. Un plus al muncii lor este eficiența și nivelul înalt de organizare, responsabilitatea și disponibilitatea de a răspunde rapid solicitarilor. Suntem încântați de calitatea serviciilor și așteptăm cu nerăbdare viitoare colaborări.
Deborah Olateru / Account Manager
Working with Dominic was seamless. He and his team were very responsive and diligent. They recommended best practises while we were setting up our zendesk account. They also came up with creative solutions for needs and delivered in time. We are happy and satisfied working with Dominic
Frederic Kunz / Special Projects Manager
Dominic began working with us under an extremely tight deadline and was able to deliver everything we requested with excellent reporting tracking every step and educating us along the way. The whole team was and is very happy with both Dominic and Paul's services and will continue working with them and recommend them to any company looking to implement Zendesk in their customer service plan.
Jon Thorne, Director of User Satisfaction
Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable and have a 'can-do' attitude, working efficiently to find solutions to often complex problems, and finding ways to help meet our goals. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend Dominic and ROCA as a reliable and good value business partner.
Georgi Ilchev, IT Manager
MobiSystems has been working with Roca for over a year now - initially on migrating our in-house support system to ZenDesk and then on our various customer support improvement initiatives. The last project that Roca completed for us was the unifying and rebranding of the MobiSystems Help Center. It was part of a strategic marketing initiative and was on the critical path. Delivering it on time and without any major issues was really important for the success of the overall initiative! We want to express our special gratitude to Ahmed for doing such a fantastic job with it!
Mirek Kokeš, Director of Technical Support, Phrase
The Roca Team has developed a plug-and-play solution for the Zendesk Support Tickets integration with the Phrase Platform that has enhanced our customer service operations. This integration enables real-time translation of support tickets, significantly improving our operational efficiency; agents can quickly understand and resolve issues, enhancing customer satisfaction and loyalty. Our solution allows for assigning the best-suited agent to each ticket based on their expertise in resolving an issue, rather than solely on language capabilities. This ensures 24/7 support without the need for additional hiring or training. With the flexibility to manage peak volumes and seamlessly manage multilingual inquiries, we've really transformed our global customer support capabilities.
The best part is that this integration is not only beneficial for Phrase. It’s also available for our customers, enabling them to better connect with and support their customers through enhanced communication in their native languages.
Spencer Patton / Chief Customer Officer (CCO)
Not only is this man incredibly talented when it comes to just about all things Zendesk-related, his is genuinely one of the best guys I've met. I'd be lying if I didn't say that one of the reasons I'd like to continue with ROCA is to continue working with such a bright dude like Barry who continues to interest me more and more in both Zendesk and ROCA itself. I genuinely cannot begin to tell you what a fantastic asset Barry is to your team, although I'm sure you're already quite aware. He's an absolutely wiz and an incredibly personable guy. I cannot speak highly enough of his attention to detail or his willingness to adapt to the day's requirements and requests. A true gentleman and a scholar.
Roland Hill / Sales Operations Specialist
We quickly agreed terms and they commenced the build, utilising a resource located in Asia Pacific. After a 6-week period and two design iterations, they deployed a fully functional, robust add-on complete with deployment documentation. Working with ROCA was like working with a colleague. It was easy. Lines of communication were clear; customer driven scope changes were managed with a minimum of fuss and the final solution architecture robust. ROCA has allowed us to meet our digital transformation objectives.
Sarah Rosenzweig, CX Manager
We started noticing a decrease in CSAT and struggled to identify trends. I partnered with Roca.Work for a 3rd party analysis. Within 24 hours, Roca.Work provided a comprehensive analysis with actionable next steps which included: Process improvements in Zendesk, Agent behavioral changes & Topics for focus with our contact center.
Elana Lisch / CSM
I am delighted to share a glowing testimonial for the Roca team, whose excellence truly stood out during our entire engagement. The Roca team exhibited a remarkable level of expertise and professionalism that significantly enhanced our operational efficiency. One of their standout contributions was the creation of much-needed reports that not only met but exceeded our expectations. These reports provided invaluable insights and clarity, empowering our Zendesk team to make well-informed decisions. Moreover, the Roca team demonstrated an impressive ability to bring structure to our Zendesk operations. Their strategic approach and meticulous planning helped streamline our processes, contributing to a more organized and efficient workflow. This structural improvement had a direct and positive impact on our team's productivity and overall performance. What sets the Roca team apart is not just their technical prowess, but also their commitment to knowledge sharing and education. Throughout our collaboration, they took the time to educate our team on best practices within the Zendesk environment. This knowledge transfer was instrumental in empowering our team members, enabling them to navigate the platform with greater confidence and proficiency. In summary, the Roca team's comprehensive and collaborative approach played a pivotal role in elevating our Zendesk experience. Their commitment to excellence, coupled with their ability to deliver tangible and sustainable improvements, makes them a standout partner. I wholeheartedly recommend the Roca team for anyone seeking a dedicated and proficient team to enhance their operational capabilities.
Andrei Moraru, CS Manager
As the Customer Service Manager for one of the leading companies in the online gambling industry, I would like to recommend ROCA for the outstanding services provided. Our primary objective was to seamlessly migrate our entire data from the legacy CRM solution we previously utilized to Zendesk. However, ROCA went above and beyond by not only assisting with the migration but also sharing valuable knowledge on optimizing Zendesk's capabilities. Throughout the entire process, ROCA exhibited remarkable flexibility. The project was led by Georgia and Gabriel, under the close supervision of Dominic. Even after the completion of the project, we felt comfortable reaching out to them for guidance. I would like to express my gratitude to Dominic, Georgia, Gabriel, and the entire ROCA company for their exceptional support. We cannot wait for future collaborations with ROCA.
Renee Tewes, President of Freespirit Recreation
I am the president of Freespirit Recreation, a rooftop tent company located in Golden Colorado. Our company started in 2014 in Bend, Oregon and in 2021 we relocated our main offices to Golden, Colorado. We are an ecommerce company but our Golden location also has a showroom, offices and warehouse space. We are a small, family owned company that needed help implementing Zendesk. We do not have IT people or people that can just dedicate themselves to setting up a system. I came across a YouTube video that Dominic had done about Zendesk set up. It was obvious to me that his company knew what they were doing. I contacted him and he was very prompt in getting back to me and setting up a meeting. We decided on the number of hours we felt we needed to get our team up and running with Zendesk. Ahmed was assigned to help us. I have never worked with an implementation consultant that is easier to work with! I can’t say enough good things about Ahmed. He was responsive to our needs and got to work immediately helping us optimize Zendesk for what our team needed. Communication was easy and he was very flexible with meeting times. We needed help with forms to link in Shopify and he helped set those up. He is very organized and asked great questions. His knowledge of Zendesk and how to work in it was invaluable to us. Thanks so much ROCA and Ahmed! We highly recommend you to anyone needing help with setting up ZenDesk.