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.”

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

"The chat channel, with the AI-based virtual assistant, has helped us implement our strategy to direct the customer to the most efficient service channels, which allow self-service to resolve queries."

“The Zendesk bot is perfect for our users that need help when our agents are offline. They can interact with the bot to get answers quickly. Instead of sending us an email and waiting until the next day to hear from us, they can get answers to their questions right away.”

“We have the Zendesk integration for both Facebook and Twitter. So if any of our members send us DMs on either of those platforms, those are converted into tickets and then our agents are able to reply to those straight from the ticket queue.”

“Zendesk is an integral part of our operational excellence and service strategy. It’s the source of truth for us to identify our customers' pain-points and improve our performance. That’s where our customer and team insights come together. It’s where we can measure and see what’s going on in real-time, enabling us to rapidly address any areas where pain-points are identified or where performance is slipping.”

"We can now offer personalized, 24-hour support because the Ada chatbot, which we call GloBot, partners well with the Zendesk help center."

“Last year we deflected almost 8,000 tickets due to self-service enabled by Zendesk. That amounts to about $1.3M saved due to the reduction in tickets.”

"Last year, we had 7 million interactions with our customers which represents how vital GCash is in the day-to-day lives of Filipinos. Zendesk has helped us see the granularity of these interactions and deeply understand the intents and sentiments of our customers. It has enabled us to see beyond the demand and paved the way in providing richer insights and creating a more positive experience to our customers."

“We have dramatically improved the level of service we’ve been able to provide both internal and external customers, which wouldn’t have been possible without Zendesk functionality and reporting.”

“We wanted all the reporting to be housed in one space, and the previous on-premises phone system just didn’t have that. The biggest benefit for us was the increased reporting capabilities from the ticket volume on email channels. That helped us maximize our efficiency and gain the data we needed to make business decisions.”

“We saw how our customer service team was working with Zendesk to become more efficient and improve the customer experience, and we decided to bring that magic to our internal employee operations.”

“With the AI Summarize feature, our agents are able to get up to speed quickly on the status of each and every case they’re working on, as a result, issues are resolved faster.”

“The brilliance of what Zendesk helped us build is that we have all the information so we know when to come into the conversation. It’s that balance between the proactive automated messaging with the more personalized interaction.”

“We implemented Zendesk AI earlier this year, it’s ready straight out of the box, and everyone knew what they were doing. It’s really intuitive, we didn’t have to change any core processes, it is just another button that will help you and show you the information.”