330 Zendesk Messaging Testimonials

“The good thing is that now all of these just go straight into Zendesk. Zendesk Chat and the “call me back” option are integrated into Zendesk Support, too.”

"During Christmas, our busiest time, our abandonment rate was about 1.4 percent. Having a tool like Zendesk Chat just drives that whole sense of efficiency. A submantra we have here is just common sense and urgency. It’s a cliché, but it’s about empowering your agents."

“One of the things that really set us on a great track was the Zendesk training calls. They gave us a lot of great suggestions about how we can make our Zendesk usage even better.”

“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 ecosystem where support is talking to sales, who is talking to product, who is talking to UX. We’re all here working together to help our customers succeed.”

“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.”

“Chat has given us an ability to engage in real time with a customer where the customer also knows that, ‘Hey, there’s really someone right now who’s talking to me. So our response times have grown significantly since we launched Chat.”

"Zendesk Support, Talk, and Chat have allowed us to better structure ourselves with support. In fact, this omnichannel tool has made us, in my opinion, much more mature in our management and handling of support."