330 Zendesk Messaging Testimonials

“We wanted to create a service portal that went beyond IT and facility management to support multiple departments across the university. With Zendesk, we’ve successfully made that vision a reality.”

“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 need to continuously reinforce our message for our users that there’s great information in our knowledge base, and every chance we get to drive them there—we want to do that.”

"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."