“Zendesk is heavily integrated into everything we do. The API connects Zendesk to all of our systems. About 90 percent of customers who contact us—we know instantly who they are. This helps agents to respond faster and provide more personalized interactions, which improves the overall customer experience.”

“We've made huge strides in terms of improving our efficiencies, which has reduced our need to continually hire to keep up with ticket volume. We've also recently adopted Zendesk QA to ensure as we scale we are maintaining the high level of service we have been able to establish.”

“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.”

“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 …

"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.”