330 Zendesk Messaging Testimonials

“Zendesk gave us the best practices we needed right out of the box to manage customer support for all of our acquired businesses from one central platform. As a result, our customer satisfaction across products went up from 89.2 percent in June 2020 to 94.8 percent in November 2020.”

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

“We implemented Zendesk AI earlier this year, it’s ready straight out of the box, and everyone knew what they were doing. It’s really intuitive, we didn’t have to change any core processes, it is just another button that will help you and show you the information.”

"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 their online accounts."

“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."