330 Zendesk Messaging Testimonials

“We ran a survey last year asking how our customers want to get help from us. The amount of people saying they want to self-serve or get answers without talking to somebody was quite surprising. In response, we’re now focusing on experimenting with AI and improving our non-agent help.”

"If your customer service team members are smiling when they’re talking, the customer feels that. If you have a positive atmosphere and a positive culture, that shows."

“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’s Professional Services team was the real driver for our successful, on-time rollout of Zendesk."

"Black Friday happened three weeks after we launched. In Colombia, we ran out of merchandise in several stores on the first day, but we were able to redirect traffic to other stores using the web widget and chat."

"If you make a mistake by shipping a certain type of order at a different type of rate, the mistake is compounded when a thousand orders ship that way. If you don’t do it right, you can lose all your money on shipping costs."

"During Christmas, our busiest time, our abandonment rate was about 1.4 percent. Having a tool like Zendesk Chat just drives that whole sense of efficiency. A submantra we have here is just common sense and urgency. It’s a cliché, but it’s about empowering your agents."

"If we haven’t attempted something yet, I’d like to do it through Zendesk. When we moved to Talk, it was nice to be omnichannel, but also nice to be brand loyal."

"One of the most magical things about Vimeo is how much of an influence our support team has been able to have on our product over time."

"The apps framework was my draw to Zendesk when we were making that decision. I was advocating for that."

"Right now we’re only using the widget, but the intention is to create an even better chat experience for our products using Zendesk Chat."

"For everyone using Zendesk, there’s been only positive feedback in terms of the capability, functionality, and the improvement that Zendesk has allowed for their group."

"There were times we had to shut live chat down entirely. We were attracted to Zendesk because it is a more robust chat software. After starting with chat, we then began a broader conversation about consolidating everything into a seamless omnichannel customer experience."

“We’re very surprised at how fast and how popular text is becoming. I think having your phone on you and being able to chat with a company instantly is something that people really love."

“It’s the adaptability. There’s a lot of value in using the product, right down to the brass tacks of being able to grab every single support ticket. That can give us great data on the back end, where we’re really corralling a lot of this information about what we’re speaking to customers about."