“The work that we were doing with Zendesk was one of the highlights of that project, particularly in terms of the work with your professional services team. That team was very proactive in terms of suggesting solutions.”

“Employees now have tools they never had before. And we get back the gift of time, so we’ve been able to tackle larger projects and focus on more complex issues.”

“If customers are chatting with us, they should recognize that they’re chatting with Viaplay. Implementing text messaging was extremely simple, and Zendesk’s analytics have been really good and easy to navigate. We can dig into reports to find the information we need.”

“It comes down to the fact that we can structure the data as we want, integrate it with external services, and build our own AI on top of Zendesk’s flexible architecture.”

“We thrive on building something in a way that’s never been built before, and to continue exploring and considering the endless possibilities that Zendesk is giving us in terms of what we can integrate into the whole system. That’s just bloody amazing—I think we can change the way that support …

“We’ve changed in complexity and multilingual capabilities, and have multiple groups using the system internally. As a platform, Zendesk has been able to support that growth.”

“Custom fields have allowed us to categorize what clients are experiencing, including what they are and aren’t satisfied with. We’re able to use that valuable information when collaborating with our product team to drive decisions about focusing resources, understanding capacity, and solving pain points.”

“Zendesk is a powerful tool that helps Feed. treat our customers like royalty. It lets us directly connect with our customers and use their feedback to deliver better service, support, and products.”

“That is why the full request resolution time is not part of our agent’s KPI. We value communication with our customers and do not want agents to rush to interrupt them just to improve stats.”

“We can quickly add people from the product or UX teams to tickets and chat to quickly understand and resolve problems. The internal teams love it. The collaboration between our global offices has gotten better because of the range of information everyone has at their fingertips.”

“We’re using tools like Zendesk to help transform the entire Sendcloud organization into a commercial thinking team. As a SaaS company, one of our most important measures is whether our customers are using the service, and the support team is on the front lines of that effort. Zendesk creates an …

“I’ve been a lot happier watching the call queue and chat queues with Zendesk. It’s just made managing so much better.”

“Zendesk has allowed us a better connection to our customers. It’s given us visibility into who’s talking to us, why they’re talking to us, and it enables us to capture that data and use it to see how we can be better.”

“Zendesk has been instrumental in allowing us to focus on the customer experience. Moving away from just being a service desk to looking at the customer experience collectively across the business has been a critical change for us to better leverage our relationships with customers.”

“Without Zendesk and new channels like chat, I would have had to hire 12 more agents to handle our current volume of contacts. And even then we’d still struggle to do better than a 24-hour average response time if we were doing things the old way.”