Zendesk Turns Three
October 5, 2010
SAN FRANCISCO, CA – October 5, 2010 – Zendesk, a web-based customer support software provider, today celebrated its third anniversary of helping companies of all sizes better engage with their customers.
Zendesk usage has grown exponentially since the company’s founding three years ago. In 2008, Zendesk users opened 2,500 new customer support requests daily. This number reached 25,000 in 2009, and now tops over 100,000 support requests processed daily through the Zendesk platform. Today, Zendesk helps more than 5,000 companies spread love to their customers across a network of more than 12 million users.
Customers are more connected and vocal than ever before, using multiple channels to communicate with companies and each other. Not every customer with feedback contacts the company directly. Conversations about user experiences and problems take place in public forums, where they’re searchable and anyone can read them, including blogs, Twitter and Facebook. Support requests can be made via phone calls, email, web forms, chat boxes or mobile apps. Wrangling all of these channels, public and private, into a coherent, effective customer support effort can be next to impossible without an integrated platform. Zendesk makes it easy.
Whether it’s a start-up building a business or an established company looking for an edge, Zendesk allows companies to better engage with their customers and help them thrive. Zendesk customers vary widely by size and industry, including social networking site Twitter, publishing powerhouse Conde Nast Publications, NFL sports franchise Denver Broncos, and UCLA’s Department of Psychology. No matter the size or market, Zendesk provides solutions to fit the needs of any organization.
Cubic Telecom, a global leader in mobile communications industry, was one of Zendesk’s first customers. As the company grew, it found that providing customer support via email was not enough. With Zendesk, the company was able to eliminate six hours of manual effort per day, allow customers to find their own resolutions through support forums and speed new support agents to high productivity.
“Cubic Telecom has grown its business by 20 to 50 percent per year for the past three years,” said Pat Phelan, co-founder and director of products and information, Cubic Telecom. “Zendesk allows us to keep support costs down, measure and maximize effectiveness, and manage our customer relationships. If we didn’t have Zendesk, we’d be overwhelmed by emails and unable to keep up and focus on new growth.”
“We founded the company to democratize the help desk, making it possible for any company small or large to provide superior customer service while also empowering their customers, ” said Mikkel Svane, CEO, Zendesk. “To make this happen, we harnessed the power of all forms of customer communication, be it voice, email, chat or social media, to create new opportunities for customer engagement. We want to thank all of our employees and our customers for making the past three years so remarkable. Knowing what we have accomplished in three short years, we are extremely excited about what the future holds for Zendesk.”
Zendesk is a leading provider of web-based customer support software that is reinventing how companies engage with their customers. The company serves more than 25,000 businesses large and small, including Twitter, MSNBC, Lonely Planet and SAP. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer service. Founded in 2007, Zendesk is funded by Charles River Ventures and Benchmark Capital. Learn more at www.zendesk.com.