“Last year we deflected almost 8,000 tickets due to self-service enabled by Zendesk. That amounts to about $1.3M saved due to the reduction in tickets.”

“I cannot speak highly enough of Zendesk and the integrations and third-party apps you have. If you don't have an out-of-the-box solution for it, you have a partner that provides a solution for us.”

“We want to give our customers as much time and attention as they need to get their questions resolved. Like everyone, we want the customer to be self-reliant, but if they are calling support, we want that experience to show we’re here for them. We’ll help get them back to …

"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."

"We aim to be the backbone for customer relationships—providing sophisticated marketing tools that anyone can use to grow their businesses. We aim to empower the underdog."

"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 …

"Customer support is a partnership. It’s about building a relationship and making customers successful."

"Uber’s journey with Zendesk began as we signed up off-the-shelf back in 2010—it scaled with us through millions of trips and support contacts per week."

"Our goal is to provide personalized and elevated support for our members whenever they need assistance. That takes a lot of different forms. Our members have high expectations, and we want to ensure that our support consistently meets or exceeds those expectations."

"We want to provide answers to questions before a customer needs to ask."

"We’ve been using so many tools, we’re spending more than we’re saving. We wanted to get Zendesk in, make it our dedicated platform, and to turn off some of the other solutions we have running globally."

"The apps have been a huge help and are key to our support structure."

"We brought it all through the same instance. It was important to us to have everything in one place—it just makes it so much more streamlined from a ticket sharing and reporting perspective."

"We shifted our philosophy. Now we’re looking at what’s actually happening with the customer wherever they are in their journey with us. We want to optimize our support organization and customer experience to ensure that the customer’s needs are being met, maybe even before they even know they have a …

"It depends on the needs of the market. Let’s take South Africa—we need to have phone support because the African markets have a stronger demand for phone support than email. Everybody has a mobile phone, but not everybody has an email address."