330 Zendesk Messaging Testimonials

“Fortunately, the Zendesk platform is open, straightforward, and intuitive to use. The migration took about six months in total–which speaks volumes for the flexibility of the platform.”

“With Zendesk, we could set up really good automations. In the past, we were just wasting time doing it manually. We’ve started getting rid of the mundane tasks so we could focus energy on other stuff.”

"Zendesk’s plug-and-play model helps us in a lot of ways. The support system, the services we are getting from Zendesk are excellent, which is why we choose to renew every year."

“With chat, our agents can handle multiple customer requests at the same time and are much more efficient versus phone or email support. And Guide lets customers skip speaking to an agent all together. Without Zendesk, we’d likely need to triple our team from 70 agents to more than 200.”

“We’ve been using Zendesk since the very beginning. It was totally plug and play, and easy to roll out to customers, but also gave us the ability to heavily customize the way we use it. Zendesk also seamlessly works with the other solutions we use.”

“The first day we started using Zendesk, our fastest agent, who normally resolves twice as many tickets as anyone else, said immediately that she was now even faster. Zendesk’s workflows and UI are designed for efficiency.”

"It has been really great to be able to have a tool that does everything that we need it to do. We’ll definitely be growing a lot with Zendesk in the future.”

“Zendesk allows us to ensure continuity of customer interactions across all channels. This means that if a customer calls with an initial enquiry and then follows up via email or Facebook Messenger, our agents will be able to identify them as the same person, giving them all the context they need to deliver great customer service. This is very important as our customers often tend to contact us through multiple channels within the space of a few hours, particularly when they are worried about an order being delivered on time for an important occasion.”

“Conversations such as these are truly rewarding. They show us that we must be doing something right, and they encourage us to keep dedicating everything we do to our customers.”

“It’s insane. Our base support volume basically was halved because a lot of the noise was just making sure consumers had the right information about our product. When you serve through restaurants, people aren’t seeing your packaging, and they’re not seeing the nutrition label or ingredient list, but they want the information, too. Those are the types of questions the Zendesk tools are able to help address and really give our team a lot of time back.”

“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.”

“I honestly don't think that there should be any fear around chat. It provides a better, low-effort support experience for customers. It also helped decrease volume on other channels.”

“Knowing that Chat is a Zendesk product and integrates really well, we chose to go with Chat. It was super seamless and seemed like the obvious choice. That really made Chat feel like the right choice.”

"Zendesk lets us anticipate what customers want, quickly solve their problems, and help customers help themselves. Even though they can always call us and we pick up the phone in around 41seconds."

"We have grown with Zendesk, and it has helped us know what to focus on. The tool guides our next steps. We have even learned to recognize our limits, and what we can and can't do."