330 Zendesk Messaging Testimonials

“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.”

“We were very segmented and now we’re moving to a model where a customer is a customer and we aim to provide the best level of service, as quickly as possible.”

“We ran a survey last year asking how our customers want to get help from us. The amount of people saying they want to self-serve or get answers without talking to somebody was quite surprising. In response, we’re now focusing on experimenting with AI and improving our non-agent help.”

“Zendesk has helped our teams work smarter, which has improved overall customer experience. By aggregating all our channels into one interface, it allows for a great omnichannel experience. We also don't need to switch between different platforms to assist customers on the channel of their choice, which retains their interest in digital services.”

"Zendesk gives us deep insights and real-time reports into both agent and customer behavior that has guided decision-making and business plan formulation. The impact of Zendesk on the digital service strategy for MTN Ghana has been very positive and we look forward to future enhancements and a great partnership."

“The app integration is probably our strongest use of Zendesk. Being able to text back and forth with customers makes the business feel super personal. I am absolutely positive that enhances our sales conversion rate dramatically.”

“Seeing insights in Zendesk has allowed us to make changes. And it’s been really beneficial for the leadership team and other department heads to drive meaningful change across the company.”

“We have a huge crossover of customers who contact our teams. It’s helpful to have a 360-degree view so we can point business customers back to their account manager, or help consumers on the spot.”

“Having a multichannel platform that enables a 360º view of the customer journey on a single screen brings a differentiated experience to our agents, facilitating the traceability and history of services for every customer."

“The partnership with Zendesk added greater intelligence to the CX processes and allowed us to understand in depth the concerns of our customers. Whether partner companies, suppliers, or customers, everyone has easier access to our business.”

“Zendesk has empowered us to bring all customer support efforts together, giving us insight into how we can improve as an organization. It has completely transformed agent efficiency and our visibility of the customer journey.”

“The data we get from Zendesk has allowed our team to implement operational change that reduces inquiries,thus providing a smoother customer journey and experience.”

“With Zendesk Guide, we’re able to build a comprehensive FAQ page where customers can get answers quickly. So it’s great to see that even as we’re getting bigger, we can still get better and faster at solving customers’ queries.”

“The relationship between Zendesk and KRAFTON is not just a supplier-customer relationship—it’s a collaboration. Zendesk helps us set our direction by sharing best practices, tailored feedback, and other information we need to grow.”

“What I like about Zendesk is that it lends itself to an iterative approach that we can build and tweak as we go. Zendesk is easier to interact with, it has a cleaner, more modern interface, and it is easy for us to tailor it to our needs.”