330 Zendesk Messaging Testimonials

“For us, Zendesk is a necessity. I don’t think we would have seen Workrise grow to where we are now had we not made the transition onto the Zendesk platform.”

“Zendesk has empowered us to bring all customer support efforts together, giving us insight into how we can improve as an organization. It has completely transformed agent efficiency and our visibility of the customer journey.”

"We have grown with Zendesk, and it has helped us know what to focus on. The tool guides our next steps. We have even learned to recognize our limits, and what we can and can't do."

"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 from customers and often anticipates our needs before we’re even able to articulate or understand them."

“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 that relationship and do our best to get them to where they need to be."

"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 the issue in the first place."

"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."