"The efficiency gained from the move to Zendesk has been the ability to pivot so easily in the system. Previously, there wasn’t a centralized way to move tickets—it was all hard coded and there was a lot of work involved. But now we have a system that integrates both chat …

"When a person takes the time to contact us, they deserve everything we have in return. We all have a limited amount of time, and if someone is taking some of that time to write us about our product, it is incumbent on us to take the time to form …

“Our revenue per user is higher when a customer is chatting with us versus browsing the site on their own. And, our conversion rate in chat is nine times higher than the standard conversion rate for customers using the site.”

“Medline has 27 independent instances of Zendesk running right now. We brought Zendesk on board and started using it pretty intensively. It’s no longer an optional platform for us, it’s mission critical.”

“All of our technology decisions are built around future proofing as much as possible. Zendesk has been a huge help in developing our digital transformation strategy and assessing our priorities.”

“We were looking for a consolidated base that would bring all of our teams together and allow them to be able to communicate efficiently with each other and with customers to maintain that centralized knowledge.”

“Anything that Zendesk offers that could be of interest in terms of functionality, we take seriously. We consider leveraging everything that makes sense for our teams.”

"I can now focus on 10 employee superstars, rather than having 12 team members that aren't as strong. The efficiency gains that we've seen mean that during peak periods, we don't have to recruit extra staff."

“An important aspect of data privacy and security is meeting and exceeding our customers’ demands, which are always evolving. That’s why we need controls for privacy and security at every level of the business, especially CX.”

“Being able to build on top of Zendesk meant that we could focus on developing end user and staffer value rather than building a security and compliance program from scratch. It accelerated our time to market while creating confidence in our customers.”

“Custom objects give us the confidence in knowing that everything is being updated in a uniform way, everything is displayed in a uniform way, and people are working the same across the board, making it an efficient use of everybody’s time.”

“Our team primarily serves customers through live chat and email. We try to leverage those real-time conversations and real-time engagements to make that personal connection, which is so meaningful to parents.”

“The Zendesk AI agent helped us break the seasonal peaks. Last winter, for the first time, our first-response and resolution times stayed constant.”

“If I’m working a messaging ticket, I can help a player from registration to their first bet to the withdrawal of their winnings. I don’t have to hunt for tickets—it’s all there."

“With Zendesk, automation creates the collection ticket and automatically sends the emails. This prevents agents from going through hundreds of tickets to do that work manually.”