TechValidate Research on Zendesk Support

These pages present data that TechValidate has sourced via direct research with verified customers and users of Zendesk Support. TechValidate stands behind the authenticity of all published data. Learn more »



6,862 Customers Surveyed

49,085 Data Points Collected

287 Published TechFacts

53 Published Charts

380 Published Case Studies



Selected Research Highlights


Zendesk Support Case Study

Zags

Introduction

This case study of Zags is based on an August 2016 survey of Zendesk Support customers by TechValidate, a 3rd-party research service.

“The solution is very flexible and easy to use. Opening tickets by email instead of typing them in a portal has really been appreciated by our customers and internal users.”

“Opening tickets by email is the first feature our users have really appreciated. Multi-branding will be used within a few weeks. SSO has been really easy to set up. We do use Microsoft TFS/VSTS as a software development company, and will begin using this integration feature within a few weeks. We also use the mobile app on IOS, which is very efficient for team members who are always moving from one user position to another.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Zendesk Support:

  • Low customer satisfaction
  • Poor agent experience
  • Limited extensibility (lack of integrations to other tools)

Use Case

The key features and functionalities of Zendesk Support that the surveyed company uses:

  • Business to business customer support
  • IT help desk
  • Employee support (HR, Finance, Payroll)

Results

The surveyed company was using Clarilog prior to choosing Zendesk Support.

The surveyed company chose Zendesk Support for the following reasons

  • Ease of use for agents
  • Speed / ease of implementation
  • Flexibility (ease of customization)

Took 1 – 2 weeks to implement and go live with Zendesk Support.

Has seen the biggest improvements in the following areas after implementing Zendesk Support:

  • Customer satisfaction
  • Overall efficiency of their Support team

Saw an improvement in the following areas after implementing Zendesk Support:

  • Increase in customer satisfaction: 50% – 75%
  • Increase in agent satisfaction: >75%
  • Increase in ticket deflection: 50% – 75%
  • Decrease in ticket resolution time: 25% – 50%
  • Increase in efficiency of Support team: 25% – 50%

Zendesk Customer Research

Quanto tempo demorou para implementar e ir ficar “live” com o seu Zendesk?

< 1 semana: 36%
1 - 2 semanas: 34%
2 - 4 semanas: 8%
1 - 2 meses: 10%
Mais do que 2 meses: 12%

Zendesk Support Enterprise Customer Testimonial

Upgrading to the Zendesk Support Enterprise plan has increased our productivity about 80% and decreased double handling, difficulty in finding related tickets, and the ability to assign tickets to the appropriate person.

VP, Customer Service / Support, Small Business Telecommunications Services Company

Zendesk Support Case Study

Life Is Hard Work Soft

Introduction

This case study of Life Is Hard – Work Soft is based on an August 2016 survey of Zendesk Support
customers by TechValidate, a 3rd-party research service.

“Zendesk Support has enabled us to improve customer satisfaction and to increase our support team’s productivity.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Zendesk Support:

  • High operating costs
  • Poor agent experience
  • Limited reporting
  • Limited extensibility (lack of integrations to other tools)

Use Case

The key features and functionalities of Zendesk Support that the surveyed company uses:

  • Business to business customer support

Results

The surveyed company was using JIRA Service Desk prior to choosing Zendesk Support

The surveyed company chose Zendesk Support for the following reasons:

  • Reporting capabilities
  • Ease of use for agents
  • Speed / ease of implementation
  • Extensibility (ability to integrate to other tools)
  • Scalability (ability to grow with my business)

Took <1 week to implement and go live with Zendesk Support

Has seen the biggest improvements in the following areas after implementing Zendesk Support:

  • Agent satisfaction
  • Ticket resolution time
  • Overall efficiency of their Support team

Saw an improvement in the following areas after implementing Zendesk Support:

  • Increase in customer satisfaction: up to 10%
  • Increase in agent satisfaction: >75%
  • Increase in ticket deflection: 50% – 75%
  • Decrease in ticket resolution time: 50% – 75%
  • Increase in efficiency of Support team: >75%

Zendesk Support Customer Research

What types of challenges did you face before upgrading your Zendesk Support plan to the Professional plan?

We couldn’t make data driven decisions
52%
We weren’t able to gather customer feedback
41%
We couldn’t set expectations around reply and resolution time
40%
We were breaching service level agreements
10%

Zendesk Support Enterprise Customer Statistic

91% of surveyed customers optimized their support operations by 10-24% or more after upgrading their Zendesk Support plan.

91%


More to Explore



About Zendesk Support

Zendesk Support builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers.

Zendesk Support Website   Zendesk Website