Forrester TEI Report examines potential ROI of Zendesk

Upgrades, upgrades, upgrades. Everyone is doing them so you ask yourself, should your business upgrade systems too? It seems like there’s always a better version, or a better type of software. While implementing new and improved systems can help your business scale and save your company money, it’s important to know if new software is worth the transition.

Zendesk recently commissioned Forrester Consulting to conduct a study that evaluated the financial impact of Zendesk on organizations. Forrester interviewed five customers and conducted a financial analysis. In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.8 million.

Benefits outweighed costs in the following areas:

  • Increased agent productivity: Organizations reported a 15-second improvement in average call length each year.
  • Deflected customer interactions: Self-service interactions reached 20% of total interactions.
  • Improved agent experience and retention: Customers reported a reduction in agent turnover of more than 15%.
  • Avoided maintenance costs of previous platform: Consultants were no longer needed to support the previous agent platform, resulting in an average savings of $150,000 per year.


Make sure Zendesk is right for you. Read about the potential return on investment from implementing Zendesk’s family of products in Forrester’s The Total Economic ImpactTM of Zendesk, a May 2017 commissioned study conducted by Forrester Consulting on behalf
of Zendesk.

Fetching what you need. Please wait...

    Complete the form below to read your complete white paper:

  • Job level
  • Department
  • Industry
  • Select # of Employees
  • All fields are required

    Submit