Zendesk Launches Basic Voice to Democratize Phone Support for Businesses Globally

DonorChoose.org, Taquilla and Washio Using Zendesk’s Voice Solution to Provide Affordable, Reliable Customer Support

RELATE LIVE CONFERENCE, SÃO PAULO, BRAZIL – March 16, 2016 – Zendesk, Inc. (NYSE: ZEN) today announced the global launch of Basic Voice, a new offering enabling fast, affordable and reliable phone support for companies of any size. With the addition of Basic Voice, Zendesk now offers three options for its cloud-based, VoIP phone support solution. Companies worldwide including nonprofit DonorsChoose.org, Brazilian online retailer Taquilla, and on-demand startup Washio have implemented Zendesk Voice to provide personalized phone assistance as part of their omnichannel support strategies.

Zendesk Voice empowers agents to provide voice support from the same platform they use to manage all other support channels and take calls from anywhere in the world, including their Zendesk browser or mobile phones. With Basic Voice, Zendesk now offers a solution for companies in any stage of growth, whether they are just getting started with phone support, delivering phone support as a team of multi-channel agents, or improving their global support performance.

Brazilian online retailer Taquilla adopted Zendesk Voice to integrate their phone support with their other support channels and make it easy for their customers to call them from across Brazil. “When we rolled out local numbers, we saw our sales increase by 50%,” said Weverson Mamédio, founding partner of Taquilla. “We’ve also reduced telephony costs by 30% and increased service productivity by 200% since implementing Zendesk Voice.”

“In this era of always-on, multi-channel customer support, a phone call still remains one of the most powerful ways to resolve customer issues,” said Ryan Nichols, General Manager of Zendesk Voice. “With the launch of Basic Voice, we are continuing to democratize phone support, making it possible for more companies to connect personally and efficiently with their customers.”

Zendesk’s Basic Voice allows growing companies to deliver phone support as a team and falls between its Lite Voice offering — great for companies getting started with phone support — and Advanced Voice, which provides the tools required to improve global phone support performance. Like Zendesk’s other voice plans, Basic Voice offers automatic ticket creation, full cross-channel history, and call recording and transcription, as well as these features:

  • Group routing and warm transfer, enabling agents to collaborate smoothly across a team
  • Multiple international phone numbers, allowing organizations to support global operations
  • Simple dashboards and controls, giving managers real-time insight into queue and agent activity

 

Over 4,000 Zendesk customers use Zendesk Voice for phone support globally. Please contact sales@zendesk.com or visit www.zendesk.com/voice for more information.

About Zendesk

Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 69,000 paid customer accounts, Zendesk’s products are used by organizations in 150 countries and territories to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com.

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