Zendesk unveils Products to Help Enterprises Build Better Customer Relationships

Zendesk redefined customers relationships, creating beautifully simple software for more than 107,000 customers. For 10 years, its focus has been on connecting companies and customers in better ways.

Now, Zendesk is expanding enterprise and machine learning capabilities with new product offerings: Talk Enterprise, Chat Enterprise and Answer Bot. This week at Relate Live, a customer relationship event, Zendesk is celebrating the launch of new enterprise solutions and AI powered self-service. These products are already supporting a variety of enterprise customers. More than 35 percent of Zendesk’s Support revenue base now comes from enterprise customers.

Zendesk offers enterprise-ready solutions to help manage customer relationships at scale, quickly and seamlessly, achieving rapid and visible improvement in customer satisfaction. It easily flexes and integrates to meet custom requirements when needed. According to a 2017 Forrester study commissioned by Zendesk, participating customers in the study observed the following results: customers that switch to Zendesk see a 390 percent ROI; a payback period of just 2.9 months; and three year cost savings of over 52 percent on license and maintenance costs.

“We deployed Zendesk and were taking tickets in about an hour,” said Dustin Swayne, Deputy Commissioner of the Department of Labor and Workforce Development, State of Tennessee.

“Within the first week we were driving value for our organization, and the reporting gave us the insights we needed to learn, optimize our processes, and drive huge improvements in efficiency and effectiveness. Our use has evolved over time, and now using Zendesk as our omnichannel solution, we have saved $250k in the cost of maintaining our old legacy systems alone.”

Consumer expectations are higher than ever and the definition of “good” service has changed drastically. Customers have placed an increased value on independently solving problems, and the statistics support it. From 2014 to this year, Zendesk has seen more customers seek out self-service, with views of its self-service articles growing by 32x in that time. This trend has led businesses to increase their use of advanced self-help options, including AI technology like Answer Bot.