"Customer support is a partnership. It’s about building a relationship and making customers successful."

“Our user-centred philosophy means providing exceptional customer support has always been an important part of our growth strategy. In the gaming industry there are lots of products that offer similar value, so customer service can be a decisive factor in customer loyalty.”

“Our agents really appreciate Zendesk because their work can be measured. There’s calculation of their productivity and performance. It’s really transparent and the agents are so happy to have that information.”

"We needed a system that was easy to set up, maintain, and optimize, and allowed us to gain an elevated level of transparency into our customers' support needs."

“The reporting functionality in Zendesk is unbelievably powerful. We’ve made some great product decisions based on the data we’re getting.”

“There’s been a 63 percent usage of digital engagement – a channel we didn’t have before. It’s given customers the option for self-service, where it makes sense, and reduced the burden on our clients seeking simple answers from us in an 'analog' way.”

“We are able to drive more reporting with Zendesk and show executive leadership that support is a revenue-generating center, in addition to improving customer satisfaction and member engagement.”

“We were able to decrease our wait time to roughly 40 seconds, and nearly 100% of tickets are resolved in a single touch.”

“The voice of the customer data from Zendesk is so powerful, we’ve been able to work smarter and cut unnecessary steps from the CX process. That ultimately helps reduce return rates and increase customer retention.”

“We conducted a thorough vendor analysis of 10 to 15 customer support platforms. We scored each one based on our requirements and use cases. Zendesk had the winning formula, supported by price, customizability, and robust APIs.”

“Zendesk reporting gives us the data we need to learn about our customers. Collecting all that data in one platform is going to help us grow our company and improve the guest experience.”

“Sunshine Conversations is the keystone of the scalability of our customer service operations, breaking down barriers and adding value in every single interaction between the customer and the customer service agent.”

“Zendesk keeps support tickets organized so we can easily filter customers. The team can send out mass messages all at once via Sunshine Conversations instead of manual one-offs to communicate, track customers, and send updates in a timely manner.”

“Zendesk facilitates care. It creates a seamless experience where the customer has everything proactively available to them, which reduces inbound communications to the support team.”

“As a new startup, things are changing on the fly. With Zendesk, we are able to make changes very quickly without IT involvement.”