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 Case Study

Intel Corporation

Introduction

This case study of Intel Corporation is based on a November 2016 survey of Zendesk Support customers by TechValidate, a 3rd-party research service.

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

Challenges

The profiled company was prompted to implement the Zendesk SDK for the following reason:

  • Desire to improve the user/customer experience

Use Case

The key feature and functionality of Zendesk Support that the surveyed company uses:

  • Business to consumer support

Results

The surveyed enabled the following features in the Support SDK and/or Chat SDK:

  • Help Center
  • Tickets

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

  • Customer satisfaction
  • Agent satisfaction
  • Overall efficiency of their Support team

Saw an improvement in the following areas after implementing Zendesk:

  • 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: 50% – 75%

Zendesk Web Widget Customer Testimonial

It delivers an extremely simple and powerful experience for both support agents and end-users.

Cedric Foko, Co-Founder, Italy's Got Style

Zendesk Support Professional Customer Statistic

100% of surveyed customers increased agent productivity by up to 10% or more after upgrading to the Professional plan.

100%

Zendesk Customer Research

After implementing Zendesk, in which areas have you seen the biggest improvements?

Overall efficiency of support team
56%
Agent satisfaction
48%
Customer satisfaction
44%
Ticket resolution time
20%
Ticket deflection
12%

Zendesk Case Study

Blueforce Development Corporation

Introduction

This case study of Blueforce Development Corporation is based on a November 2016 survey of Zendesk customers by TechValidate, a 3rd-party research service.

“Prior to Zendesk, Communication with the customer was fragmented and data lost because information was exchanged two ways; Freshdesk and emails directly between agents and customers. Now all information flows to and from Zendesk and both agents and customers have access to the latest ticket updates.”

“Zendesk Support can be customized so easily that we can make any type of modifications as our products evolve and our customers base grows. Zendesk’s support team is awesome.”

Challenges

The business challenges with the prior vendor that led the profiled company to evaluate and ultimately select Zendesk:

  • Poor agent experience
  • Limited reporting
  • Limited extensibility (lack of integrations to other tools)
  • Limited product functionality
  • Inability to scale with my business
  • Lack of customer support / success resources

Use Case

The surveyed company was using Freshdesk prior to Zendesk.

Results

The surveyed company chose Zendesk for the following reasons:

  • Reporting capabilities
  • Extensibility (ability to integrate to other tools)
  • Scalability (ability to grow with my business)

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

Has seen the biggest improvement in the following areas after implementing Zendesk:

  • Customer satisfaction
  • Agent satisfaction
  • Ticket resolution time

Saw improvement in the following areas after implementing Zendesk:

  • Customer satisfaction: greater than 50%
  • Agent satisfaction: greater than 50%
  • Ticket deflection: 11-25%
  • Ticket resolution time: 26-50%
  • Support team efficiency: greater than 50%

Zendesk Support Customer Research

What operational challenges did Zendesk solve for your eCommerce Business?

Customer issues went unnoticed leading to lower NPS scores
46%
Purchase history and support were in different SaaS apps and/or email
37%
No insight into the previous purchasing history of the customer when delivering service helped us drive more sales through Chat
29%
Refunds and returns systems were in a different SaaS than the customer information
15%


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