“As a customer-centric airline, it is essential that Cathay Pacific communicates with our customers on the channels they prefer. Messaging is fast becoming the preferred mode of communication for our customers and we’re looking forward to enhancing our customer experience with these new Zendesk capabilities.”

“A good reputation is essential in the courier industry. That’s earned through effective communication and customer service. Providing great service is not as simple as ‘pick up and deliver’. You need to pick up, communicate, and deliver. Communication is vital for success.”

“Zendesk reporting gives us the data we need to learn about our customers. Collecting all that data in one platform is going to help us grow our company and improve the guest experience.”

"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."

“I’m a huge proponent of Zendesk. There have been times when someone said, ‘Hey, we could build our own version of Zendesk’ and I say, ‘No. What are the chances that we’ll be able to make something that can keep up with Zendesk’s innovation?’ Zendesk gets a wealth of ideas …

“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."