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Forrester Consulting TEI study evaluates the ROI of Zendesk

Last updated August 16, 2023

Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying Zendesk.

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed seven Zendesk customers.

In this study, Forrester lays out the benefits and costs of Zendesk, with the analysis pointing to benefits of $31.2M over three years versus costs of $8.1M, adding up to a net present value (NPV) of $23.1M and an ROI of 286% for a composite organization.

Prior to using Zendesk, the customers Forrester interviewed struggled with non-scalable systems that limited their ability to grow and a lack of channels to provide customer support. Agents lacked visibility into customer issues, and managers lacked visibility into where agents were needed most. These limitations led to stifled growth, inflexibility, and wasted employee effort.

Benefits outweighed costs in the following areas:

After the investment in Zendesk, the customers were able to quickly modernize their customer support. Key results from the investment include:

  • rapid, effective implementation and onboarding
  • increased visibility
  • easy integrations with existing solutions
  • the ability to quickly and simply add additional channels
  • the ability to automate time-consuming tasks

Read about the potential return on investment from implementing Zendesk in The Total Economic Impact™ of Zendesk for Enterprise, a December 2021 commissioned study conducted by Forrester Consulting on behalf of Zendesk.