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.”

"The widget was an easy win for situations like that. We’ll serve up an article letting them know how they can contact the seller directly, thus deflecting a bunch of tickets. That’s the great thing about Zendesk—it’s so customizable and malleable that there are solutions at your fingertips for all types of issues."

"There’s so much constantly changing and people moving between departments that it’s great to have a central place to store information. The public-facing part has been really helpful, too, for customers."

"We’re having more and more partners adopt more technology, and doing more online ordering and expecting more prompt service from a call-based structured. Zendesk opened up a lot more doors in terms of being much simpler to use."

"Zendesk is user-friendly, especially Chat, and my people are pretty technical, so implementation wasn’t difficult."

“In the year that we’ve used Zendesk, we were able to reduce our average after call time of one minute to about 47 seconds. Fifteen seconds doesn’t sound like a lot, but it’s huge when it comes down to the cost of that time. Tech support average handling time was about 10 minutes a year ago, and we’re looking at seven minutes or so currently."

"In the long term, the idea is to build in chat bots. These virtual agents can help our users anytime by searching in Guide for information, articles, and FAQs that match their expectations. Another goal is to keep on automating internal processes and workflow in order to improve productivity."

“I pushed for a new system because we outgrew our previous solution and wanted more from a help desk solution. After switching to Zendesk, we started exploring more of Zendesk’s functionality—adding a help center and community—and are now in the process of replacing our chat solution with Zendesk Chat. We see the value in an omnichannel provider, with a support solution that’s flexible, extensible, and scalable, and reducing down to one vendor is a plus, especially for folks in our legal and compliance departments."

"People noticed that we were implementing stuff that they were asking for. Even on other threads they would say, ‘I saw that you guys did this, that’s so awesome.’"

“We wanted to standardize and use a solution that was going to be super reliable and that would grow with us. We see loads of opportunities for using Zendesk.”

“Zendesk is an amazing tool for us thus far and we don’t see that changing. It allows us to continually improve our Members’ experience."

"We heard loud and clear that our customers wanted a more real-time way of getting in touch with us."

"Zendesk will facilitate the growth we’re experiencing now and in the future, while helping us retain our reputation as a software company with unparalleled responsiveness with customers. It will equip us to continue to be ‘uncomfortably close’ with our customers."