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 »



7,307 Customers Surveyed

51,890 Data Points Collected

287 Published TechFacts

53 Published Charts

380 Published Case Studies



Selected Research Highlights


Zendesk Support Customer Statistic

98% of customers agreed with the following statement:

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

98%

Zendesk Support Case Study

Small Business Health Care Company

Introduction

This case study of a small business health care company is based on a September 2016 survey of Zendesk Support customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We love Zendesk Support’s voice, call recording and automatic ticket generation, as well as the integration with Zendesk Chat.”

“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:

  • Poor agent experience

Use Case

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

  • Business to business customer support

Results

The surveyed company achieved the following results with Zendesk Support:

  • Ease of use for agents
  • Flexibility (ease of customization)
  • Scalability (ability to grow with my business)

The surveyed company took <1 week to implement and go live with Zendesk Support.

The surveyed company has seen the biggest improvements in the following areas after implementing Zendesk Support:

  • Overall efficiency of their Support team

The surveyed company saw the greatest quantifiable improvement in the following areas after implementing Zendesk Support:

  • increase in customer satisfaction: 10% – 25%
  • increase in agent satisfaction: 10% – 25%
  • increase in ticket deflection: 10% – 25%
  • decrease in ticket resolution time: 10% – 25%
  • increase in efficiency of Support team: 10% – 25%

Zendesk Support Customer Research

La mayoría de nuestros clientes vio mejoras en la satisfacción del cliente y el tiempo para resolver tickets.

¿Después de implementar Zendesk, en qué áreas ha visto las mejoras más grandes?

Satisfacción del cliente
77%
Tiempo para resolver tickets
69%
Eficiencia general del equipo de soporte
55%
Satisfacción del agente
40%
Desvío de tickets
9%

Zendesk Support Case Study

4finance

Introduction

This case study of 4finance is based on a September 2016 survey of Zendesk Support customers by TechValidate, a 3rd-party research service.

“Zendesk Support offers fast and efficient issue-resolution and tracks our issues. "

“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:

  • System latency/downtime
  • Poor agent experience

Use Case

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

  • IT help desk

Results

The surveyed company achieved the following results with Zendesk Support:

  • Ease of use for agents
  • Speed / ease of implementation

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

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

  • Customer satisfaction
  • Agent satisfaction
  • Ticket resolution time

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

  • Increase in customer satisfaction: 25% – 50%
  • Increase in agent satisfaction: 25% – 50%
  • Increase in ticket deflection: 10% – 25%
  • Decrease in ticket resolution time: up to 10%
  • Increase in efficiency of Support team: >75%

Zendesk Support Customer Satisfaction Rating

Josh Greenwald, a Community Support Team Lead for SwiftKey at Microsoft, would be very likely to recommend Zendesk Support for this reason:

The customization of the product is amazing. Also, employees of the company are always helpful and willing to think about products and services in progressive ways.

Zendesk Jira App Integration Customer Research

What top challenges did you solve by using the JIRA-Zendesk Support integration?

We have reduced the back and forth between support and product
73%
Our agents / support engineers are more productive
61%
We have reduced the number of emails
35%
Our product / development teams are more productive
34%
It has helped our support team scale
25%
Our CSAT has increased
3%


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