330 Zendesk Messaging Testimonials

“Even with service peaks, we were able to handle large volumes of incoming requests extremely well; there was no instability with the Zendesk platform.”

"Contextual help has reduced our inbound traffic, because more and more customers are getting engaged with that. We’re also using it to give updates on any new products that are coming or any new features. With the help of Zendesk, we are able to reach out to every single customer."

“Conversations such as these are truly rewarding. They show us that we must be doing something right, and they encourage us to keep dedicating everything we do to our customers.”

"We looked at other providers but kept coming back to Zendesk because we could integrate all our CX software and systems through one interface."

“Agents now have more time to focus on tickets or queries that require more effort. A lot of tedious questions like ‘Where can I find my invoice?’ or ‘How do I track my order?’ are now auto-resolved by the Help Center or the bot.”

“What Zendesk does for us now is great. It automatically sorts incoming tickets, saving us a lot of time that was previously spent organizing the work. The reporting features are also a huge help, giving us real-time data and insights.”

“The Zendesk AI efficiency increase is undeniable. Now agents are more focused on delivering solutions rather than searching for information. And being able to figure out what's missing from our knowledge base has been huge.”

"Our customers’ issues are important to us. So if it’s a complex query, a specialized agent comes in to resolve it and elevate the experience.”

“Today, we’re meeting 90 to 95 percent of our SLAs. Instead of 24 hours, we resolve tickets in one hour. We also reply within an hour on average instead of a day. This progress is something we all take pride in.”

"With Zendesk, Cebuana Lhuillier has been able to integrate multiple customer service touchpoints into a single platform. This has significantly boosted our team's productivity and enabled us to respond to client concerns more swiftly and effectively."

“Instead of being told to read an article, our customers now get an immediate, precise answer. The Zendesk AI agent also gives customers baseline knowledge to ask more informed follow-up questions.”

"We switched from Salesforce's Service Cloud to Zendesk in large part because of GenAI functionality, but it's been a huge win outside of that. I'm optimistic that we might be able to add 1-2 pts of margin from the operational improvements enabled by this switch."

“Zendesk AI definitely exceeded my expectations on how quickly we saw deflection and productivity gains. The most dramatic impacts we’ve seen are with response times, the after-call work, and general volume."

“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.”

“With our previous solution, we were putting money into development, and the months were ticking by without seeing a solution. Whereas, we were able to instantly achieve gains with Zendesk."