Real-World Case Studies and Customer Success Stories with Zendesk

Perk used Zendesk to replace a chaotic, email-based employee support system. They automated ticketing, integrated with HiBob, and launched a... knowledge base for self-service. AI agents now resolve 60% of employee inquiries, cutting first reply time by over 40%. Perk saved $200,000+ annually in headcount costs and achieved 98% employee satisfaction on ticket resolution. The solution improved visibility, reduced manual work, and delivered faster, more consistent employee experiences.
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Yext uses Zendesk Support, Guide, Chat, and Explore to manage 20,000 support tickets each month. The client services team maintains... a 97% customer satisfaction score while supporting six languages. Zendesk helps Yext streamline ticket routing and internal communication across HR, IT, and engineering. Custom fields and integrations with Slack and Zendesk API improve agent efficiency. Yext reduced phone calls by 200 per month with hidden forums for account cancellations.
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Zendesk Support helped Xerox streamline internal workflows for 134,000 employees. Xerox replaced email-based support with a centralized online solution. This... improved ticket routing and eliminated issues falling through the cracks. The eSolutions team now handles 20 to 30 tickets per day without increasing headcount. Triggers and groups ensure fast escalation and assignment. Integration with the catalog system further reduced support costs.
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Zendesk helped VCNC's TADA app resolve tickets 98% faster. TADA used Zendesk to boost agent efficiency and empower users with... self-service. Incoming tickets dropped by 34% after adding the Zendesk widget. Average response time fell by 20%, and rider ticket resolution time dropped from 9.5 hours to 12 minutes. Customer satisfaction rose to 4.75 out of 5. Zendesk's analytics gave TADA full visibility into the customer journey, helping improve their product.
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Twilio uses Zendesk to power its customer support and knowledge base. The platform helps teams prioritize tasks based on support... entitlement and capture knowledge for efficient service. Twilio customized Zendesk for compliance, onboarding, fraud operations, and workforce management. Automation and triggers reduced escalations and manual steps. Zendesk supports customer retention and growth by improving customer satisfaction and operational efficiency.
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Zendesk AI agents helped TeamSystem automate up to 80% of repetitive support requests. The company unified five fragmented support tools... across Spain, handling 100,000 monthly questions with AI. This led to a 99% drop in repetitive emails and tripled automation rates. TeamSystem improved CSAT to 89% and NPS to 59, all without adding staff. The new knowledge base and AI-driven workflows let human agents focus on complex issues.
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SupportZebra used Zendesk Contact Center to cut customer service handle times by up to 50%. The BPO needed a unified... platform to reduce complexity and improve client service. Zendesk enabled auto-summarization, AI automation, and real-time call monitoring. After Call Work reports are now completed in under 5 minutes. One client saw a 29% drop in handle time and an 18% rise in order value. SupportZebra now delivers faster, more efficient support across channels.
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Sprout Solutions used Zendesk Chat, Support, and Guide to manage rapid growth from 50 to 1,000 clients. The company automated... ticket triage and built a knowledge base with over 700 articles, helping 40,000 visitors find answers. Zendesk integrations improved analytics, agent workflows, and product feedback. Sprout cut average ticket resolution time to 46 hours and achieved a 99% customer satisfaction score. The platform helped Sprout scale support while keeping costs low and clients happy.
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Serko used Zendesk AI to improve global business travel support. They reduced full resolution time by 67% and ticket handling... time by 38%. Zendesk AI Agents and Copilot enabled 24/7 multilingual support without extra hires. AI resolved 33% of tickets in the first month and handled up to 36% of ticket volume. Serko turned customer experience into a competitive advantage with Zendesk AI.
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Serko uses Zendesk AI to improve customer service. Zendesk AI helps summarize ticket threads for faster support. It also makes... communication easier for non-native English speakers. Serko scaled its platform easily with Zendesk to meet growing business needs. The company manages over four million bookings each year. Zendesk has shaped Serko’s customer service strategy since 2021.
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Reward Gateway used Zendesk to unify support channels and automate workflows. The company saw a 145% reduction in chat wait... time and a 110% reduction in call wait time. Zendesk's omnichannel support and bespoke automations helped boost employee satisfaction. Agent training time dropped by 40 hours, and monthly automation saved 29 hours. Reward Gateway tripled its user base while growing the support team by only 20 percent.
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Reprise switched from Intercom to Zendesk Suite and cut resolution time by 95%. The team used Zendesk’s data integrations, automations,... and custom help centers to improve support. Messaging features gave agents full conversation history for personalized B2B service. Ticket update time dropped by 71%, and customer satisfaction reached 98%. Reprise built external and internal help centers, integrated Jira and Salesforce, and empowered agents with actionable data.
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Zendesk helps Recharge Payments support 16,000 ecommerce merchants. With Zendesk Suite Enterprise and Premier Essentials, Recharge improved agility and response... time. Dynamic routing and consolidated queues let 150 agents handle 7,000 tickets monthly. CSAT rose by 7% for top-tier accounts, reaching a 92% average. Recharge uses data and AI to cut costs and boost customer satisfaction.
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Zendesk's omnichannel solution helps Zip support 8,000 tickets per week. Agents answer 50% of emails within 15 minutes and 65%... of calls within 50 seconds. Zip integrates Zendesk with Salesforce, JIRA, and DigitalGenius for faster, more personalized service. The platform enables Zip to onboard agents quickly and gather customer feedback. Zip values Zendesk's analytics and reporting features.
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Zendesk AI Copilot helped Yape boost agent productivity by 15%. The fintech app saw a 10% drop in average handle... time. Internal NPS improved by 11 points. Agents now get real-time AI support for faster, more consistent answers. Copilot automates repetitive tasks and guides agents with suggested actions. Yape's support team delivers better service and builds stronger user connections.
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Zendesk helped Xendit replace manual support tracking with an omnichannel platform. Xendit saw a 94% CSAT and a 112% increase... in agent productivity. Help center views grew 293%. The WhatsApp API integration sped up ticket handling and reduced errors. Average first reply time dropped below 30 minutes. Xendit now manages over 10,000 tickets per month with faster, more reliable support.
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Zendesk Support helped WePay handle a growing and diverse customer base. WePay used Zendesk to provide multichannel support, including email,... chat, and social media. The platform enabled fast onboarding of agents and improved reporting. With Zendesk, 98% of tickets were resolved at first touch, first response time dropped to 41 minutes, and CSAT reached 90%. WePay scaled support and improved customer satisfaction using Zendesk’s features and integrations.
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TransferGo used Zendesk AI to automate 74% of customer inquiries, cutting costs and boosting efficiency. Messaging now handles 92% of... support volume, letting agents focus on sensitive cases. The company achieved 38% headcount savings and a 25% increase in agent utilization. Zendesk's workforce management tools improved staffing and operational clarity. TransferGo now delivers secure, always-on support for global money transfers.
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TransferGo used Zendesk AI to automate 74% of customer inquiries, helping the company deliver 24/7 multilingual support across 160 countries. Messaging now handles... 92% of support volume, making service faster and more secure. The company achieved 38% headcount savings and increased agent utilization by 25%. Zendesk's workforce management tools gave TransferGo better operational visibility and helped align staffing with real-time demand. Human agents now focus on complex, high-empathy cases, building trust with customers.
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Zendesk helped TNG Digital unify its ticketing system for 16 million e-wallet users. The company saw a 12% increase in... CSAT and a 137% rise in self-service ratio. Zendesk Guide enabled more one-touch ticket resolutions, now at 77%. TNG Digital won Malaysia’s Best New Call Center award in 2021. Agents now access customer history across channels, improving efficiency and transparency.
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StashAway uses Zendesk to deliver omnichannel customer support and integrate with WhatsApp and local messenger apps. With Zendesk, each agent... processes 80% more tickets per week. 50% of customer queries now come through WhatsApp. StashAway maintains a 95% CSAT and answers calls in under 8 seconds. Zendesk helps StashAway build trust and improve agent efficiency in digital wealth management.
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Zendesk helped Saretec cut first reply time by 50% and reach a 97% CSAT. Saretec rolled out Zendesk across IT,... HR, general services, and customer service. The platform replaced an outdated tool and improved workflows. Saretec now handles twice as many tickets with the same resources. Zendesk's help center and chatbot integration boosted efficiency for both employees and customers.
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Prosper replaced Salesforce Sales Cloud with Zendesk to improve customer service. The company reduced onboarding time by 50 percent. CSAT... scores rose by 16 points for chat and 10 points overall. Zendesk's help center and chat made training faster and self-service easier. Prosper used Zendesk's predictive satisfaction to identify at-risk customers and improve support.
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PatientFi used Zendesk AI to automate 60% of routine chat inquiries. This led to a 50% decrease in median resolution... time and a 30% increase in agent utilization. Zendesk Copilot enabled real-time translation, letting English-speaking agents handle Spanish chats and emails. The AI platform helped PatientFi scale support while keeping empathy and human connection. PatientFi now resolves most FAQs automatically, freeing agents for complex cases.
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Salling Group used Zendesk AI to modernize its customer service. They replaced an older chatbot with Zendesk AI agents, Messaging,... and Quality Assurance. This improved self-service and reduced wait times by 20–30%. The automation rate reached 40%, with a 23% deflection rate. Zendesk AI helped Salling Group scale support during peak shopping periods without losing quality.
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Zendesk helped UncommonGoods cut email volume by 72%. The team now answers 87% of calls within 20 seconds and responds... to 91% of emails in two hours. Zendesk Support unified customer service channels, making it easy for reps to help customers across phone, email, and chat. Searchable FAQs and better filtering reduced the need for extra staff during peak season. Customer satisfaction scores reached 94.5%.
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Zendesk helped Thrive Market achieve a 93% customer satisfaction score across 500,000 members. The company used Zendesk Support, Chat, Guide,... Talk, and Explore to improve service and efficiency. Adding chat support cut average resolution time by 12 minutes and reduced cost per ticket by 54%. Thrive Market handled more complex requests without growing its support team. Analytics and self-service tools let agents work faster and smarter.
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Zendesk helped RapidG cut customer response times by 90%. Email order processing is now three times faster. The company saves... over AU$35,000 a year with streamlined onboarding and operations. Staff engagement jumped from 7% to 100%. Zendesk's integration with inventory and procurement systems saves 15 hours monthly. RapidG scaled from 3 to 15 employees and now manages 4,000 product lines and 3,000 monthly shipping sites efficiently.
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PRISM+ used Zendesk to improve customer service for its electronics business. After switching from email support, PRISM+ saw a steady... rise in CSAT scores and a big drop in call wait times. Zendesk unified all customer data, making it easy for agents to respond quickly. The company now handles over 20,000 tickets per month with a 96.6% CSAT and under 60 seconds average chat wait time. Automation and analytics from Zendesk helped PRISM+ boost ticket resolution and plan for future growth.
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Pet Lovers Centre used Zendesk to manage a surge in online shoppers during the COVID-19 lockdowns. The company integrated 10... customer touchpoints, including live chat, social media, and mobile messaging, into Zendesk. Automation and self-service tools led to a 60% drop in chat messages and a 32% increase in CSAT scores. First response time improved by 0.6 hours, and full resolution time improved by 1.4 hours. Zendesk analytics helped the team share insights and improve business decisions.
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Zendesk helped Papier expand into the US by enabling 24/7 self-service support. Papier used Zendesk's AI agent to automate 40%... of customer requests, reducing backlogs and improving response times. The AI agent collects order details and photos, letting human agents focus on complex issues. Integration with Sorted allows the bot to provide tracking and shipping updates. Papier scaled support without hiring more agents, meeting customer needs for fast help.
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Zendesk AI helped NOBULL automate 50% of chat inquiries and 30% of all support contacts. This freed agents to focus... on complex, revenue-driving conversations. Customer satisfaction stayed high, with AI agents maintaining a 90–91% CSAT score. Ticket volumes dropped 49% year-over-year. NOBULL kept its brand voice strong while scaling support and improving agent retention.
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Zendesk Support helped Wintec serve 15,000 students and 800 staff across six departments. After switching from legacy ITIL systems, Wintec... saw a 24% drop in ticket volume and boosted customer satisfaction to 97%. Zendesk enabled seamless support, better communication, and faster issue resolution. The platform allowed staff to focus on user-centric projects and proactive communication. Wintec now manages requests more efficiently and supports modern, project-based learning.
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Zendesk Support helped Wharton Computing's Core Services team handle about 1,000 monthly IT tickets. The iPad app let agents respond... to requests on the go, making the team more flexible. Email-to-ticket conversion and mobile access improved workflow speed. Automations and triggers routed tickets to the right IT subgroups. Integration with JIRA allowed seamless project tracking. Seven more departments adopted Zendesk Support after seeing faster response times.
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Zendesk Support helped the TechOps team at USC Annenberg serve over 3,400 faculty, staff, and students daily. Before Zendesk, tracking... requests was hard and things got lost. With Zendesk, they set up a central system to manage all support requests. The team now has more insight into requests and can schedule staff better. They maintain a 98% average CSAT and respond in 1.9 hours on average. Communication and customer experience improved a lot.
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Zendesk helped the University of Louisville grow its business operations team by 200%. The university replaced email-based support with Zendesk,... improving data tracking and workflow efficiency. After implementation, the team saw a 15% increase in SLA adherence. Zendesk Guide enabled a knowledge base, helping deflect more support tickets. The university now delivers faster, more data-driven customer service to employees and students.
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Thinkific switched its support team from Freshdesk to Zendesk for better reporting and reliability. After migrating, Thinkific saw a 96%... ticket deflection rate and a 91.7% CSAT. Agents now resolve 2.5 more tickets per day, saving one headcount. Zendesk's API and reporting tools help Thinkific predict staffing needs and track performance. The move improved agent speed, customer satisfaction, and support efficiency.
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Zendesk helped Prince William County Schools cut IT service request resolution times by 81%. The district manages support for over... 90,000 students and 13,000 staff. Zendesk replaced a clunky legacy system, unifying IT, HR, and other departments. The new platform enabled a 99% CSAT, a 70% one-touch resolution rate, and first response times under one hour. Asset management improved with EZOfficeInventory integration, giving full visibility and control.
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Zendesk Support was implemented at Nottingham Trent University in just two months. The university serves over 26,000 students and 2,500... staff with 257 agents handling around 2,100 tickets per week. Mobile apps and forums helped transform IT services from an ineffective call center to a streamlined support hub. Customer satisfaction rates rose to between 96% and 100%. Collaboration across departments improved, and the university now tracks and manages all requests efficiently.
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Zendesk AI helped WhiteWall cut response times by 30 seconds for customers and up to 90 seconds for partners. The company unified... all customer channels with Zendesk Suite, replacing disconnected systems. WhiteWall now handles 6,000 to 12,000 support requests monthly with just ten agents. AI-driven messaging and translation features improved agent efficiency and customer satisfaction. Over 80% of issues are resolved in one touch, and the Net Promoter Score exceeds 70%.
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Zendesk helped Virgin Red support 3. 5 million rewards members. The team cut query handling time by 50% and achieved...a 99% faster first response time versus SLA. Self-service deflected 87% of tickets, and CSAT reached 87.6%. Zendesk's knowledge base and multi-brand tools let Reward Genies deliver fast, consistent help. Route 101 supported setup and ongoing improvements.
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Uber Carshare used Zendesk to improve customer support as it expanded beyond Australia. By integrating Zendesk, the company reduced ticket... submissions for first-time trips by 60%. The median ticket resolution time dropped to 2.3 hours. Uber Carshare now resolves thousands of tickets monthly and maintains a 78.7% CSAT score. Zendesk helped onboard new agents quickly and enabled flexible, multi-channel support.
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Zendesk WFM helped Tembici, Latin America's largest bike-sharing company, cut customer service costs by 30%. The team improved agent efficiency... by 75% and reduced resolution time by 80%. Zendesk WFM replaced manual planning with automated scheduling and forecasting. Leaders now make faster, data-driven staffing decisions. Agents handle more tasks per person, boosting service quality and accountability.
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Taskrabbit used Zendesk AI and a workforce management tool to improve customer support for its global two-sided marketplace. They automated 100%... of first contacts and achieved an average first reply time of less than one hour. Schedule adherence reached 90%, and forecasting variance dropped by 90%. The AI agent now handles all initial chats, boosting agent satisfaction and enabling proactive planning. Taskrabbit supports customers in nine languages and manages 158,000 tickets monthly.
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Zendesk helped Storage Scholars handle seasonal spikes in customer support as their college moving business grew. The team replaced a... homegrown system with Zendesk to centralize support channels and manage surges from 10 tickets per week to 400 per day. Live chat and a custom API integration enabled more personal conversations and improved sales conversion. Zendesk analytics helped them plan staffing for peak periods. The solution supported their mission to provide great service and scale their brand.
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Oz Hair and Beauty used Zendesk to manage customer support as their business grew. They integrated all communication channels and... set up a help center for self-service. This led to a 42% drop in tickets per order and a 30% faster agent onboarding time. 90% of tickets are now resolved in one or two touches. Their customer satisfaction score reached 94%.
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Zuora switched to Zendesk Support after outgrowing their old system. They needed better workflows and easier customization. In just 45... days, they migrated to Zendesk Support. Now, they offer multichannel support in six languages and serve over 750 businesses. Their customer satisfaction rate is 95%, beating the industry benchmark. Zendesk Support helps Zuora build strong customer relationships and manage rapid growth.
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Wrike uses Zendesk's omnichannel solution to respond to every customer within 20 minutes. The team handles 12,000 tickets per month... with a 15:1 self-service ratio. Zendesk's customizable workflows and analytics help Wrike improve support operations. Integrations with Zoom and Wrike streamline ticket escalation and agent productivity. The help center and community reduce inbound tickets and boost customer engagement.
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Wondersign replaced Intercom with Zendesk's omnichannel CX platform in just 24 hours. The switch enabled 84.7% one-touch resolution and 56%... of tickets resolved in under 5 hours. Zendesk's integrations, including Salesforce and Jira, improved visibility and streamlined collaboration across teams. Wondersign reduced total cost of ownership and eliminated the need for extra software. The company now delivers faster, more efficient support to its SMB retail customers.
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TechSmith switched from live chat to Zendesk Messaging with AI agents in just six weeks. The company saw a 94%... drop in first response time and a 54% reduction in full resolution time. Zendesk AI handled routine questions, freeing agents to solve complex problems. Omnichannel routing matched customers with the right expert automatically. Customer satisfaction rose to 89%, and TechSmith used AI insights to improve their help center.
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Prezi used Zendesk to handle a 45% increase in support tickets during COVID-19 without hiring more agents. The company launched... Prezi Video and managed a surge of 5,000 extra tickets per month. Zendesk's automation and AI helped Prezi reach a 32% self-service ratio and 400,000 help center views monthly. Data from Zendesk Explore guided support improvements and product development. Prezi's team-wide commitment to customer service was strengthened by Zendesk's unified platform.
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Outreach switched to Zendesk to improve support and meet strict SLAs. Zendesk, integrated with Tray.io and Salesforce, helped Outreach achieve... a 98% adherence to a one-hour SLA and a 30-minute average email response time. The company uses Zendesk Chat, Support, and Guide to streamline workflows and boost agent productivity. Outreach’s knowledge base gets 30,000 visits per month, supporting robust self-service. The integration with JIRA and Skilljar further enhances ticket routing and training visibility.
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Sealy of Australia used Zendesk to modernize its customer experience. They replaced an old ERP system and adopted AI tools... like Copilot. This led to a 30% increase in agent efficiency and a 90% CSAT score. Zendesk helped automate routine work, letting agents focus on complex customer needs. Sealy saw a fast ROI in under four months and improved agent turnover. The company now delivers faster, more personal support with AI-powered tools.
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Zendesk for Employee Service helped Thrasio cut response times from 97. 5 hours to 1.7 hours. The Listing Support team...automated 62% of tickets and boosted efficiency by 289%. Manual work was replaced with automated workflows, improving employee satisfaction from 71% to 79%. Integrating Zendesk with Thrasio’s PIM tool streamlined Amazon listing updates for 190 brands. Thrasio now uses AI and automation to support global teams and plans further optimization with Zendesk.
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SodaStream used Zendesk to transform its customer care as it shifted to direct-to-consumer sales. The company rolled out Zendesk across... 16 markets, supporting over 180 agents. Zendesk's integration with Shopify and messaging apps helped SodaStream handle a surge in B2C inquiries. The solution led to a 15% reduction in first response time, 11% faster resolution, and over 90% CSAT. SodaStream saved $437K annually by customizing Zendesk integrations.
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Zendesk helped Primex upgrade its support operations by replacing Salesforce. Primex improved reporting, gained better visibility, and enhanced customer experience.... The company now manages 7,000 tickets per month with a 29-minute median first reply time. Integrated chat, phone, and self-service options let agents respond faster and track all customer interactions. Primex uses Zendesk to connect sales, service, and support teams, improving project management and customer feedback sharing.
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Zendesk helped OneSkin, a biotech skincare startup, improve customer retention by 28% after switching from Gorgias. The team achieved a... 96% CSAT and cut first response time by 78%. Zendesk’s omnichannel support and flexible reporting gave agents better data and easier workflows. Integrations with tools like RechargeSMS and Wonderment streamlined order tracking and subscription management. OneSkin now shares customer insights across the company and delivers faster, more personal support.
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Zendesk helped Trustpilot cut support emails by 55% and calls by 42%. Trustpilot built a responsive help center and added... live chat. Customer satisfaction rose by 20%. Agents now handle more chats at once, speeding up support. The self-service rate hit 98%. Trustpilot saw a 1272% annual ROI with Zendesk.
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Zendesk Support and Guide helped Trade Me consolidate 47 workflows into one system. This improved workflow routing efficiency by 80%.... The help center project reduced help pages by over 80%, leading to a 43% increase in help center sessions. Trade Me achieved a 95% CSAT after streamlining support and self-service. The IT team also switched from JIRA Service Desk to Zendesk, improving employee onboarding and support.
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Squarespace used Zendesk to support over 1 million customers each year. After switching to Zendesk’s omnichannel solution, 95% of help... center visitors found answers without needing agent help. The company saw a 27% increase in help center usage and maintained a stable advisor team size. Squarespace achieved a 95% customer satisfaction rate and improved self-service with 900 help articles. Zendesk enabled efficient support across email, chat, and mobile, helping Squarespace scale customer service.
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Zendesk Guide helped Skyscanner boost customer satisfaction by 18 percentage points. The company cut first response time by 76%, from... 17 to 4 hours. Less than 1% of help center visitors now log a support ticket. Skyscanner used self-service tools and a new help center to deflect tickets. The support team communicates in over 35 languages and uses integrations like Unbabel and Inbenta. These changes let the team focus on complex issues and improve customer experience.
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Reverb used Zendesk to boost self-service by 10x and cut agent contacts by 50%. The company raised its CSAT score... from 94% to nearly 98% in seven months. Reverb's musician-led support team used Zendesk chat, Guide, and web widget to help customers find answers fast. Custom workflows and proactive support let agents focus on complex issues. Mobile help center updates cut chat volume by up to 40% and increased article views by 117%.
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XP Health used Zendesk AI agents and Copilot to automate member support. AI agents handled repetitive questions, raising automation to... 60% and cutting ticket resolution time by 46%. Copilot gave agents ticket summaries and flagged duplicate issues, helping them focus on complex cases. Zendesk QA let XP Health review 100% of tickets and coach agents better. The team improved consistency and member experience while scaling support for 800,000 members.
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QuickMD unified all patient support channels using Zendesk. The company replaced fragmented systems with Zendesk Messaging, Voice, and Slack integration.... This led to an 86%+ reduction in abandoned calls and a 40% drop in triage resolution time. Chat first response time improved by 34%+, and average chat handle time fell by 21%+. Zendesk’s HIPAA compliance and AI tools helped QuickMD deliver faster, more compassionate telehealth support.
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One Medical used Zendesk Support and Guide to help 1,300 employees deliver better care. The team supports 70 offices and... handles 2,000 tickets each month. Zendesk's platform improved productivity and compliance for IT, HR, and operations support. 80% of tickets are resolved within two hours. Self-service documentation and analytics helped One Medical spot trends and solve problems faster.
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Zendesk helped Omada Health cut support ticket time by 2 minutes. The company switched from Help Scout to Zendesk to... serve both patients and employees better. Omada Health now resolves 95% of phone tickets on first touch and 85% across all channels. The new system integrates with internal tools and tracks key metrics. Patient support CSAT reached 95%, and internal IT CSAT hit 100%.
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Arajet used Zendesk AI to unify customer and employee service channels. The airline saw a 60% improvement in agent performance... and a 40% reduction in cost per interaction. AI now resolves 70% of chat interactions without agent help. All interactions are reviewed by AI for quality and insights. Zendesk helped Arajet scale support as passenger volume grew, keeping costs stable and service consistent.
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Zendesk Support helped UTi's HR team serve over 10,000 employees worldwide. Before Zendesk, HR staff worked in silos and struggled... with inefficient, insecure tools. After switching to Zendesk, UTi centralized HR requests, improved ticket routing, and ensured secure access for all employees. In just five months, ticket volume grew from hundreds to thousands per month. The HR team achieved a 98% employee satisfaction rate using Zendesk.
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The Courier Guy used Zendesk Enterprise Suite to improve customer service and save over $500,000 a year. Automation and self-service... options helped reduce incoming calls and increased agent productivity by 8.5%. WhatsApp chat now handles 36% of support tickets. The company’s CSAT score reached 84%. Zendesk’s AI and chat integration let agents focus on complex issues while automation handles routine queries.
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Zendesk helped PURE Insurance modernize internal support, starting with IT and expanding to 16+ teams. The company replaced chaotic email... inboxes with a single platform, improving visibility and speed. Employee satisfaction reached 100 percent. First reply times improved by 86 percent, and ticket resolution sped up by 41 percent. Zendesk enabled fast onboarding, robust reporting, and scalable workflows across departments.
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Plum used Zendesk to unify all customer support channels, including email, chat, phone, and website tickets. After switching, Plum reduced... its customer success team from 40 to 20, even as its customer base grew from 100 to 3,000 organizations. Zendesk's omnichannel solution and integrations helped Plum cut chat volume by 50% and streamline workflows. The team now resolves claims faster and manages more clients with fewer agents. Zendesk enabled Plum to scale efficiently and improve customer service in the insurance sector.
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Openly uses Zendesk to deliver fast, premium customer support for independent insurance agents. With Zendesk chat and automation, Openly answers... calls and chats in under 30 seconds. The company achieves 94% one-touch ticket resolution and 96% customer satisfaction. Zendesk workflows help agents handle high ticket volumes efficiently. Integrations with tools like Salesforce and Lessonly support future growth and scalability.
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Washington State Department of Enterprise Services used Zendesk to improve IT support for internal and external customers. The agency replaced... an old phone-based system with Zendesk, enabling omnichannel support and faster ticket management. After launching Zendesk, DES achieved a 99% average CSAT and a median first reply time of 1.47 hours. The team now uses dashboards for detailed reporting and has streamlined workflows. Zendesk Voice and self-service tools help customers get answers quickly and reduce duplicate tickets.
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Zendesk helped the State of Tennessee modernize citizen support for 6. 6 million residents. The department used Zendesk Guide, Chat,...and Talk to connect with people by chat, phone, and email. They saved $250,000 a year in maintenance fees after switching. Citizen satisfaction increased by 35%. New employee onboarding dropped from six months to six weeks. Zendesk made it easy to track issues and improve service.
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Zendesk AI helped San Bernardino County ATC centralize citizen service communications across nine divisions. The AI agent achieved 96% accuracy... and automated 67% of inquiries, reducing median first reply time by 78%. Staff now resolve tickets faster, saving thousands of hours. Zendesk unified fragmented channels and improved customer satisfaction. Citizens get answers in under an hour, boosting public trust and efficiency.
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The International Rescue Committee's Center for Economic Opportunity (IRC-CEO) uses Zendesk's Resolution platform to enhance support for borrowers. By leveraging Zendesk... AI, IRC-CEO has improved customer satisfaction and reduced resolution times, handling 2,000 tickets monthly with a small team. The platform supports multilingual communication, ensuring efficient service for diverse clients.
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Zendesk's AI-native voice solution has achieved significant market traction, securing over 100 opportunities and a 4,000-seat deployment within a year. The solution integrates... voice with digital channels, enhancing omnichannel service. Five Iron Golf highlighted the benefits of a unified interface. Zendesk's platform, combining AI and Amazon Connect infrastructure, simplifies procurement with AWS, marking a pivotal industry shift.
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Zendesk has acquired intellectual property from Berlin-based startup beams and welcomed its team to enhance its AI-powered employee service capabilities. This acquisition aims... to improve visibility, control, and cost management for IT, HR, and Finance teams, focusing on SaaS and AI usage optimization.
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Zendesk secured its largest contact center win with a 4,000-seat deployment of its CCaaS platform, Zendesk Contact Center, for a major global brand in the sports, media, and entertainment industry. This marks a... significant milestone in Zendesk's CCaaS momentum, highlighting its ability to cater to large enterprises with complex needs.
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