330 Zendesk Messaging Testimonials

“We reply to almost 24 messages every 30 seconds. Chat requests are about very specific things. A customer requests a PIN, and in less than five seconds, agents send back a PIN.”

“Our revenue per user is higher when a customer is chatting with us versus browsing the site on their own. And, our conversion rate in chat is nine times higher than the standard conversion rate for customers using the site.”

“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."

“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."

Zendesk is one of the most solid platforms I have worked in, especially as system administrator. I can vouch for that."

“Thumbs up, thumbs down. Italians are chatty. We like to talk, and we like to use our hands when we do. So we decided to use this way to allow people to share feedback.”

"We are a regulated organisation, and this is where Zendesk is particularly useful for us. All of our calls, email interactions and chats are recorded. And for regulatory purposes, this is essential, because we then have a record of all interactions in order to address repudiation issues with customers—to create an audit trail, to review what we’ve done with customers, and to be able to go back and ensure that we’ve completed everything that we promised our customers or obligated ourselves to do."

“Chat is very accessible, making it easy for our customers to reach us. Because agents can chat with several people at the same time, issues can be dealt with faster."

"We especially love the possibility of personalizing the product with so many customization options. Zendesk offers us a fully autonomous hands-on approach to create new rules or new configurations to use right away, without having to wait for a developer’s intervention. We can customize the text on customer satisfaction surveys and adjust to the feedback, has resulted in a 40% survey response rate. When considering other KPIs, we are satisfied with our CSAT. For Chat, it is at 89%, for emails it ranges between 76% and 80%, and for text it is 90% because that is the fastest support channel."

"We want technology to be seamless and enable people to be successful. That’s our purpose. That’s our mission."

"What I really like about Zendesk, from a user’s point of view, is that all they have to do is send us an email. Then everything is managed behind the scenes. It’s seamless."

"Zendesk gives us better visibility into our communication, volume and quality of interactions, and email histories. The reporting allows us to identify trends so we can improve staffing and therefore manage peak times more effectively."

“Zendesk has been pretty awesome in that respect. We’re doing all of the social, we’re doing all of our inbound inquiries, all the chats, and we’re doing all the click-and-collect. We’re making the most of the platform, that’s for sure."

"I found that the relationship was key for me to make an informed decision. The Zendesk team is always available, accessible, always offering ideas."

“We make it a priority to serve fast responses to our customers. We want to solve their issues without them needing to go to another channel. Zendesk helps us do this."