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News : Zendesk Reaches Customer Service Milestone
Zendesk passed a milestone for better customer service across 140 countries. The new milestone coincides with Zendesk also announcing new board members and key executives today.
Coin, JackThreads and The Wharton School at the University of Pennsylvania helped push Zendesk over the mark. These new customers selected Zendesk to either replace outdated customer service software or homegrown processes that didn’t grow with their businesses. With Zendesk, organizations are able to provide great customer support, scale with self-service options and differentiate with proactive engagement. The result is customer relationships that are more meaningful, personal and productive.
"We are honored to have gained the trust of 40,000 customers--from local shops and emerging startups to the world’s largest brands," said Mikkel Svane, founder and CEO of Zendesk. "While it took almost four years to reach our first 10,000 customers, we added our most recent 10,000 customers in only nine months. Companies are recognizing that the voice of the customer is more important than ever before and are focusing on making their customer experiences beautifully simple."
For Coin, Zendesk helped the startup manage a flood of customer inquiries that followed its pre-order launch for its connected card that consolidates credit and loyalty cards into one.
"Our customers depend on Coin customer service to provide peace of mind through dependable and timely help with problems and answers to questions," said Russell Taga, Coin’s vice president of engineering. "Zendesk has been a vital part of rapidly scaling our customer service team to manage a high volume of inquiries."
JackThreads selected Zendesk because it allows the men's online retailer to gain context about their customers when they are interacting with them. Previously, the online retailer’s support associates didn’t have integrated order information or access to information about a customer’s service history when responding to inquiries, making it difficult to provide personal, fast answers.
"Zendesk matched our customer service mission of strengthening loyalty with uniquely engaging experiences," said Jason Rosser, head of customer service operations for JackThreads. "It lets us know our customers better. We have better context to address individual requests and more insights into the overall customer experience."
The Wharton School turned to Zendesk because it needed to quickly answer and route computing and IT requests from over 15,000 staff, students and faculty members and be able to set unique rules for different departments.
"Zendesk helps us ensure that students and faculty have the resources and technology they need to be successful--whether in the classroom, computer labs or public spaces," said Sharon Steptoe-Smith, deployment manager for Zendesk in Wharton Computing’s Core Services and Student Experience.
Today's Tip of the Day - Involve Staff
More Editorial From Zendesk
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
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Published: Thursday, February 6, 2014