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 »



6,863 Customers Surveyed

49,085 Data Points Collected

287 Published TechFacts

53 Published Charts

380 Published Case Studies



Selected Research Highlights


Zendesk Support Professional Customer Testimonial

The upgrade to Zendesk Professional has enabled my 3 teams to work more efficiently together, allowing different works flows to be managed under one powerful platform. Our company is now able to provide a higher sophisticated level of support and communication with our clients, which no one in our current industry has even come close to yet!

Director, Customer Service / Support, Small Business Non-Profit Company

Zendesk Support Professional 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%
Other
19%
We were breaching service level agreements
10%

Zendesk Support Customer Research

Minimise time spent on repetitive requests with machine learning powered content bot.

What challenges were you looking to resolve when you implemented the Zendesk content bot, powered by machine learning?

Too much time spent on repetitive requests
84%
Limited usage of self-service content
68%
Slow first response time
42%
Limited understanding of how self service performs
23%
Low customer satisfaction with self-service
19%

Zendesk Web Widget Customer Satisfaction Rating

Mark Barlow, a Customer Experience Manager at PASS Customer Service, would be very likely to recommend Zendesk Web Widget for this reason:

The Zendesk Widget has been the most consistent tool in my journey through customer service. I’ve been blown away by how useful it is in communicating to my customers in a clear, loving, and helpful way. Every time I’ve spoken with the Zendesk Support team, they’ve been so helpful and easy to work with. I’m SO thankful for you all and what you do!

Zendesk Support Case Study

Lange Consulting & Software

Introduction

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

“[Zendesk Support makes] it easier to track what is happening with customer issues.”

Challenges

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

  • Tracking of issues

Use Case

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

  • Business to business customer support
  • Business to consumer support
  • 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 area after implementing Zendesk Support:

  • Customer satisfaction

Saw a quantifiable improvement in the following areas after implementing Zendesk Support:

  • Increase in customer satisfaction: >75%
  • 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: 25% – 50%

Zendesk Web Widget Case Study

Adstream

Introduction

This case study of Adstream is based on a February 2017 survey of Zendesk Web Widget customers by TechValidate, a 3rd-party research service.

“We operate multiple help centers spread globally and the Web Widget allowed us to control and communicate with clients which region was open for support across multiple products/services.”

Challenges

The surveyed company experienced the following support challenges prior to embedding the Web Widget:

  • High ticket volume
  • High ticket resolution times

Use Case

The surveyed company chose to use Zendesk Web Widget for the following reasons:

  • To provide website visitors with an easy way to contact us
  • To encourage website visitors to self-serve their help needs with knowledge base content
  • To provide faster service to my website visitors by offering a live chat function in the widget

Results

The surveyed company has seen significant improvement in the following areas, after implementing the Zendesk Web Widget:

  • Support efficiency
  • Agent satisfaction
    They are extremely satisfied with using the Web Widget.


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