“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.”

“Zendesk products have allowed us to deliver better support to all our clients. The agility with which we can implement new features and workflows is a key element to our success.”

"By implementing Zendesk, we found more efficiencies. Now we’re staying on top of tickets, responding faster to customers, and getting through more tickets.”

“That’s the beauty of Zendesk—it doesn’t take a whole lot of IT input, it doesn’t take a whole lot of help, and it’s really easy just using your forms and your knowledge base."

"We still get about 80 percent of tickets created by inbound calls, so we added a lot more agents for the voice channel in Zendesk."

"When a person takes the time to contact us, they deserve everything we have in return. We all have a limited amount of time, and if someone is taking some of that time to write us about our product, it is incumbent on us to take the time to form …

"We’re loving chat. More importantly, our customers are loving chat. The response we’re getting has been overwhelmingly positive."

"We wanted to provide very personalized and proactive service."

"With the flexibility of the product we could have accelerated to a four-month implementation. However, we wanted to be cognizant of the change we were bringing at a rapid pace."

"Understandably, people wanted to know what action we were taking to resolve the issue they had raised. We needed a help desk solution that would enable us to better manage queries as they came in, track their status, and provide regular updates to the member of staff who had reported …

"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."

"The key differentiator is the configurability—then flexibility. Our previous system required a lot of coding, but Zendesk can be configured by simply clicking buttons, filling in tick boxes, and so on. Going from a tool that required coding to Zendesk was a massive improvement."

"For example, we wanted to focus on proactive chat in Denmark for a single day and, with just as a click of a button, we switched on the proactive chat. Zendesk helps us be quick and flexible."

"Chat is a real game changer for us. This is our clients’ preferred way to communicate with us. Their security is very important to us because we are a financial institution, and with Zendesk we have the option to see whether clients are chatting with us from inside or outside …

“We wanted to minimize risk as much as possible when we launched our call center in India, to make sure the launch was super stable, that everybody loves what they’re doing. Everybody felt comfortable with Zendesk, which is what we needed."