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Challenge

Central Desktop, a social collaboration platform that connects people and information in the cloud, held a self-service model for their business up until 2010. But rapid business growth pushed them into the Enterprise space and drove the need for more robust tools to scale—including one for customer support that moves beyond a basic email inbox.

Zendesk as a solution

Beginning as a basic ticket management solution, Zendesk for Central Desktop has grown to include:

• Multi-channel support through email, Web, Twitter and native mobile apps
• Time-saving macros that enable customer service consistency and fast response
• Custom-built interactive widgets that incorporate data from their internal systems and CRM
• Powerful integration with JIRA for superb visibility and collaboration with their engineering team—eliminating the need to toggle back and forth between two systems
• Use of API to connect their CRM and survey platforms
• Smart automations to weed out junk tickets and survey customers

Results

Here’s what Central Desktop is able to achieve using Zendesk:

• Customer satisfaction rating: +91%
• NPS: 40%
• Average first response time: 39 minutes
• Average solved tickets: 78 per week per agent

“In the last couple years since using Zendesk, we’ve created far more structure. We’re capturing meaningful data. We’ve grown internally. We’ve seen nothing but growth in our NPS and response times. We’re constantly gathering insights that help us improve our customer service engagement. Zendesk is an influential component in this growth,” says Mark Fordham, Director of Services.