The Journey to CX Maturity for Zendesk Customers

CX Maturity for Large and Growing Enterprises

Driving growth through CX Maturity

CX Maturity for Small Business & Startups

Small and mighty teams innovate their way to CX Maturity

Polaris

Polaris + Zendesk: How a rapidly scaling team supports 30% more accounts per agent

Siemens

Siemens + Zendesk: Partnership grounded in a shared vision

Grubhub

Grubhub + Zendesk: Built-in resilience results in more opportunity

Instacart

Instacart + Zendesk: A solution too good for just one kind of customer

Mailchimp

Mailchimp + Zendesk: Using the voice of the customer as a north star

Shopify

Shopify + Zendesk: One-stop shop for excellent customer support

Homebridge

Homebridge + Zendesk: Scaling support and serving customers well

BoxyCharm

BoxyCharm + Zendesk: Partners in success

Udacity

Udacity + Zendesk: Best-in-class with the metrics to prove it

Chupi

Chupi + Zendesk: How a support team generated €1 million in sales

Tile

Tile + Ada + Zendesk: Achieving 291% ROI on CX investments

Smiles

Smiles + Zendesk: Conversational support boosts retention

In Good Taste

In Good Taste + Zendesk: Going from zero to a million bottles sold online

Spartan Race

Spartan Race + Zendesk: Better, faster support that pays off

Raddish Kids

Raddish Kids + Zendesk: Increased conversions and a connected remote team

Vimeo

Vimeo + Zendesk: Building a custom solution

Harbor Path

Harbor Path + BrainSell + Zendesk: Rethinking nonprofit customer service

Northmill Bank

Northmill Bank + Zendesk: omnichannel, personalized, scalable support

Lights4fun

Lights4fun + Zendesk: Powering proactive service

ShopBack

ShopBack + Zendesk: Automating 70% of customer success while empowering agents

Tucows

Tucows + Zendesk: How driving efficiency boosts CX

Loft

Agents play a key role in the company's mission: making it easier to buy and sell real estate

Indigov

Indigov + Zendesk: Keeping government moving and citizens smiling

Sezzle

Sezzle + Zendesk: Building on best practice to support rapid growth

FairPrice Group

FairPrice Group + Zendesk: Breaking down silos at scale

Elkhart Community Schools

Elkhart Community Schools + Zendesk: A better everything

Credit Union of Colorado and Tyfone

Credit Union of Colorado + Tyfone + Zendesk: Elevating the customer experience

Luma Health

Luma Health + Zendesk: Healthcare communication in a new world

BAUHAUS

BAUHAUS + Zendesk: the power of WhatsApp

Klook

Klook + Zendesk: Building agility in a time of unprecedented change

Tile

Tile + Zendesk: Perfecting workflows to boost the customer experience

iVoy

iVoy + Zendesk: Saving time, boosting sales

Black Rifle Coffee Company

Black Rifle Coffee + Zendesk: fueling explosive growth

Zendesk Messaging Spotlight

Rain

Rain + Zendesk: Streamlining customer service to scale a business

PayNearby

PayNearby + Zendesk: Building resilience by strengthening relationships

The Smith Family

The Smith Family + Zendesk: Side-by-side innovation with impact

DevFactory

DevFactory + Zendesk: Streamlining customer relations for 15,000+ companies

Calvert County

Calvert County + Zendesk: Lowering costs, improving vaccine distribution

Quicko

Quicko + Zendesk: Hassle-free tax support, at scale

learnsignal

learnsignal + Zendesk: Building trust and loyalty with customers

RedDoorz

RedDoorz + Zendesk: Streamlining, scaling, and thriving

ManageBac

ManageBac + Zendesk: Scaling fast to support online learning

Luminary Story Spotlight Q4/20 - Zendesk

Tech for Good

Tech for Good: Stories about how people are using Zendesk to help their communities

Saludsa

Saludsa + Zendesk: Delivering compassionate, data-driven healthcare

Neat

Neat + Zendesk: 24/7 omnichannel support for startups

Fixd Repair

Fixd Repair + Zendesk: A sales solution to call home about

Veyo

Veyo + Zendesk: Healthcare rideshare innovator improves reply times

MAI & MAI

MAI & MAI + Zendesk: Designing a digital-first sales and support strategy

Prezi

Prezi + Zendesk: A culture of customer-centric collaboration

Drizly and TaskUs

Drizly + TaskUs + Zendesk: Meeting unprecedented demand

Biobot

Biobot + Zendesk: Rapid growth, quick implementation, strong results

FullStory

FullStory + Zendesk: Reducing ticket volume by 25% and saving agents time

Ideagen

Ideagen + Zendesk: Lowering complexity and building collaboration

Standard Beverage

Standard Beverage + Zendesk: A sales solution designed for legendary growth

Bank Novo

Novo + Zendesk: The power of a seamless, unified support platform

Microverse

Microverse + Zendesk: Scaling up to meet global students

Glofox

Glofox + Zendesk: How a data-driven approach to support paid off

Careem

Zendesk + Careem: One crisis and one Super opportunity lead to greater strength

Baleària

Baleària + Zendesk: Serving passengers safely with seamless messaging

Saretec

Saretec + Zendesk: Exceptional internal and external support experiences

Equisoft

Equisoft + Zendesk: Digital transformation pioneer reimagines client support

Beloit College

Beloit College + Zendesk: How a school’s IT team transformed its workflow

ABBYY

ABBYY + Zendesk: Sophisticated products, global clientele, quality B2B & B2C support

Mukuru

Mukuru + Zendesk: Scaling efficiently through self-service and analytics

Grapevine Colleyville ISD

Zendesk + Grapevine Colleyville ISD: Increasing efficiency amid a pandemic

Kamal Osman Jamjoom Group (KOJ)

KOJ Group + Zendesk: Speedy implementation, near immediate savings

DANA

DANA + Zendesk: Banking on CX to transform Indonesia’s digital wallet space

Progility Technologies

Progility + Zendesk: Faster, simpler, more cost-effective support

PassMeFast

PassMeFast + Zendesk: On the road to driving success

Carousell

Carousell + Zendesk: Expanding with multilingual self-service

Bitkub

Bitkub + Zendesk: Democratizing cryptocurrency exchange through simple, secure access

Luminary Spotlight: COVID-19 Retail Responses

Luminary Spotlight: COVID-19 Responses

Khan Academy

Khan Academy + Zendesk: Helping remote learners during a global pandemic

Impossible Foods

Impossible Foods + Zendesk: Data-led customer support

MakeSpace

MakeSpace + Zendesk: Partnering to make storage a snap

Plesk

Plesk + Zendesk: Advanced self-service for exceptional CX

Bloom & Wild, Huel, New Look, and Zyxel

Zendesk for Retail: Bloom & Wild, Huel, New Look, and Zyxel

Azimo, EBP, Flywire

Zendesk for Financial Services: Azimo, EBP, and Flywire

Taschen and Lonely Planet

Zendesk for Print and Publishing: Taschen and Lonely Planet

White Hat, Discord, Riot Games

Zendesk for Gaming: White Hat, Discord, Riot Games, and Wargaming

University of Louisville

University of Louisville + Zendesk + BrainSell: Customer care with data-backed confidence

Thinkific

Thinkific + Zendesk: Support worth switching for

AVE Living by Korman

AVE Living + Zendesk: User-friendly, data-driven, targeted selling

Discord

Discord + Zendesk: Using deflection, automation, and AI to scale support globally

Freshly

Freshly + Zendesk: Launching B2B meal deliveries, at scale

Luminary Spotlight: COVID-19 Responses

Wavy

Wavy + Zendesk: Unifying the customer journey across Sales and Support

Qumu

Qumu + Zendesk: Award-winning teamwork retains 90%+ of customers

GitHub

GitHub + Zendesk: Building a unified support platform

Brand Muscle

Brandon Tidd + Zendesk: How one Luminary helps many

Calm

Keep Calm and Support On

Teachable

Supporting learning with free platform access and quick help

Discord

Keeping people connected during quarantine

GCash

GCash + Zendesk: 20 million e-wallet customers, a transformed experience

Junkyard Golf Club

Junkyard Golf Club + Zendesk: Live chat helped increase revenue 300% from support tickets

1-Stop Connections

1-Stop Connections elevates its customer experience with Zendesk

Missouri Star Quilt Company

Missouri Star Quilt Company + Zendesk: Exceptional, personalized customer support

Azerbaijan Airlines

Azerbaijan Airlines + Zendesk: Maintaining a 10 point lead in amazing customer service

Printful

Printful switches to Zendesk for better reporting, reliability, and innovation

Thrive Market

Thrive Market scales smartly with Zendesk

Airbnb

Airbnb + Zendesk: building a powerful solution together

Sendcloud

Delivering first-class support for European SMBs with Sendcloud

Alfa-Bank Belarus

Alfa-Bank Belarus + Zendesk: Empowering support for 350,000 customers

Feed.

Feed. delivers proactive, revenue generating support with Zendesk

Yext

Through rapid growth, Yext’s customer support evolves to meet and anticipate its clients’ needs

Automattic

Automattic manages its virtual global support organization with Zendesk

Bolt

Fast-growing Bolt goes from data blind to data driven with Zendesk

EBP

EBP elevates its customer experience with Zendesk

Bukalapak

Bukalapak + Zendesk: An Ecommerce Evolution

PayJoy

PayJoy + Zendesk: Unlocking finance with innovation for those who lack banking access, one smartphone at a time

Olala Homes

Olala Homes leans on Zendesk to compete with vacation-rental giants

Life Fitness

Life Fitness + Zendesk: Creating a stellar, unified international B2B customer experience

Azimo

Azimo + Zendesk: Delivering priceless customer service

Stoiximan

Stoiximan drives brand differentiation with a 360° view of the customer

Modsy

Modsy + Zendesk: How switching from Kustomer to Zendesk gave new visibility and empowered service at scale

Daniel Wellington

Daniel Wellington seamlessly scales customer service worldwide with Zendesk

Nubank

Nubank empowers the customer experience team to create “WoW” service

HeartFlow

How HeartFlow is using deep learning and data—and very human support—to help save lives

Gympass

Gympass takes a healthy approach to scaling customer service

Trade Me

No trading on a great customer experience: How Trade Me puts its customers first

Infinity

Infinity + Zendesk: Pampering film aficionados of Italy

Showpo

Fast growth, fast resolution times: How Showpo is scaling support with Zendesk

ShipStation

Shipstation + Zendesk: Leveraging excellent customer experience to help companies grow

Faberlic

Faberlic moves 10x faster by bringing support under one solution

Wargaming

Wargaming conquers its KPIs with Zendesk

Dailymotion

Dailymotion builds customer relationships and brand loyalty with Zendesk

Accent Group

Accent Group + Zendesk: Customer focused care across 13 brands

mySugr

mySugr delivers personalized diabetes expertise with Zendesk

CDNetwork

CDNetworks cuts customer inquiries in half with Zendesk Support

One Medical

One Medical + Zendesk: Transforming the patient experience

Windows Outfitters TWO

Windows Outfitters TWO gets sales clarity with Zendesk Sell

STAjets

STAjets transforms its sales operations with Zendesk Sell

Dom & Tom

Dom & Tom gets process-driven with Zendesk Sell

Museum Hack

Museum Hack doubles year-over-year revenue with Zendesk Sell

Simpleray

Simpleray creates a customized, data-driven sales process with Zendesk Sell

Birchbox

Birchbox + Zendesk: Breaking the mold in beauty and customer service

Mr Green

Mr Green bets on Zendesk to keep its customers satisfied

JetBrains

JetBrains develops custom support for its developer community

leboncoin

leboncoin deals in exceptional customer experiences

Freshly

Freshly + Zendesk: Fresh with food and customer engagement

iCard

Better service, better products: How Zendesk helps iCard grow its customer base

Kreditech

Kreditech serves the underbanked with Zendesk

Veeva

Zendesk helps Veeva handle 35K tickets each month

Subito

From villas to vehicles: Subito keeps buyers and sellers happy with Zendesk

Micro Center

Micro Center bolsters its customer-first ethos with a customer-centric support solution

KEEN

KEEN puts its best foot forward with customers and partners

CCI Systems

CCI Systems turns to Zendesk to keep customers connected

Weatherford

No time for downtime—Weatherford uses Zendesk to keep oilfield operations running

LINE MOBILE

LINE MOBILE’s digital-first support passes savings on to customers

Reverb

Reverb + Zendesk: How an all-musician proactive support team helps people play on

SendinBlue

The best marketing is a great customer experience

Unleashed

Unleashed expands omnichannel support, brand by brand

Dollar Shave Club

Dollar Shave Club shaves down service costs with Answer Bot

Squarespace

Squarespace + Zendesk: Building beautiful customer journeys, for millions of people

Omada Health

Omada Health + Zendesk: An innovative, integrated approach for excellent patient care

Bing Lee

With Zendesk, Bing Lee continues its tradition of putting customers first

Fullscript

Fullscript + Zendesk: Enviable CSAT scores with omnichannel support

Wrike

Omnichannel customer support that’s on time, and on budget

LendingClub

LendingClub + Zendesk: Providing a better customer experience with a help center and high-volume support

LimeBike

LimeBike scales through high-growth cycles with Zendesk

Stanley Black and Decker

Stanley Black and Decker + Zendesk: Unified Support

Ingersoll Rand

Ingersoll Rand + Zendesk: Powering distributors

Viaplay

Viaplay’s omnichannel strategy is designed for customer happiness

Shaadi

Shaadi uses Zendesk to help singles find love

Outreach

Accelerating sales cycles and support with Zendesk and Tray.io

amaysim

amaysim + Zendesk: Exceptional CSAT with Zendesk omnichannel support

Zip

With Zendesk, agents focus on the customer, not the software

Big Fish Games

With Zendesk, Big Fish Games reduced wait time by 16%

Circles.Life

Circles.Life + Zendesk: New markets, same superb support

Mediaocean

Mediaocean + Zendesk: Gaining 40 points in satisfaction and a 305% increase in self-service

OLX

OLX + Zendesk: Massive reduction in global ticket volume with self-service

The Salvation Army

The Salvation Army's IT team empowers employees to serve—and self-serve

Riot Games

Riot Games + Zendesk: Keeping gamers playing with Reddit-revered support

State of Tennessee

State of Tennessee + Zendesk: Seamless citizen support

GoFundMe

GoFundMe strives for uber-fast first response times

Lincoln Investment

Lincoln Investment replaced 18 individual help desks with Zendesk Support

Nexon

Nexon earned a 114% increase in their CSAT score with the Zendesk omnichannel solution

Carsales

Carsales has achieved a 30:1 self-service ticket deflection ratio with Zendesk Guide

Ola

Ola saw a 40% improvement in their CSAT score with the Zendesk omnichannel solution

Virgin Pulse

Virgin Pulse + Zendesk: Eliminating siloed support

Starling Bank

Starling Bank + Zendesk: Scaling and adapting for 365/24/7, omnichannel support

99designs

99Designs+ Zendesk: Replacing 3 systems with 1 solution for every channel

Minor Hotels

Minor Hotels improved its resolution time by 55% with Zendesk

NYX Gaming

NYX Gaming offers omnichannel customer service with Zendesk

OnePlus

OnePlus chose Zendesk for its global omnichannel solution

Monese

Monese improved its FRT by 59% with a Zendesk solution

ACLU

ACLU + Zendesk: Better internal collaboration

Lightspeed

Lightspeed earns a 93% CSAT rating with Zendesk Support and Guide

Tony Bianco

Footwear brand Tony Bianco provides customers with an omnichannel experience

Handy

Handy saved 60% on CX costs by switching to Zendesk products

NatureBox

NatureBox decreased phone volume 60% with Zendesk Chat

Cleverbridge

cleverbridge saw a 24% ticket deflection rate with Zendesk Guide

Uber

Uber + Zendesk: Scaling through millions of trips since 2010

Evernote

Evernote saw a 17% reduction in ticket volume after configuring their help center

BrowserStack

BrowserStack serves 36K customers and earns a 98% CSAT with Zendesk Support

SlicePay

Zendesk Support allows SlicePay to easily serve over 150K customers with a team of five

PAS Group

The PAS Group attributes a 39% increase in online sales partly to live chat and their excellent customer service

Harry's

Harry's scaled their customer service and saved time using Zendesk Support

Udemy

Udemy + Zendesk: Keeping customers happy while scaling global support for 14M users

Rovio

Learn how Rovio provides seamless in-game customer service with the Zendesk mobile SDK

Play Telecom

Play Telecom loves Zendesk Support's ease of use

PaperCut

PaperCut loves Zendesk Support’s ease of use and sophisticated reporting

Upwork

Upwork has 90% self-service adoption rate with Zendesk Guide

Fairfax Media

With Zendesk Support, Fairfax media reduced cost by 25%

Deliveroo

Deliveroo uses Zendesk Support to serve three distinct customer groups

Dreams

Dreams uses Zendesk Support's analytics and CSAT ratings to provide better customer support

Serato

Serato + Zendesk: Fast, multi-channel support for the passionate DJ crowd

O2 Arena

The O2 Arena uses Zendesk Support, Chat, and Guide to help tens of thousands of concert-goers

GHD

Zendesk + GHD: Great hair days call for great support

Movile

Movile adopted Zendesk Support to scale their customer service

Easy Taxi

Easy Taxi uses Zendesk to build relationships with their drivers

Connective

The support team at Connective achieves a 99% CSAT rating and has seen live chat become their most popular channel

Tesco

Tesco + Zendesk: 460,000 Employees, effortlessly self-served

Foodpanda

Foodpanda sees the highest satisfaction ratings from live chat—which they provide online and embedded in their app

USC Annenberg

The TechOps team at USC Annenberg School for Communication and Journalism maintains a CSAT of 98%

Skyscanner

With Guide, Skyscanner saw an 18 percentage point increase in CSAT and a 76% drop in first response time (FRT)

Slack

Slack + Zendesk: A human approach to bringing people together, at scale

Acquia

Acquia saw improvements in CSAT, SLA adherence, and agent productivity with Zendesk Support

John Lewis Partnership

The John Lewis Partnership supports over 70,000 employees with Zendesk Support

Coursera

Coursera recognized Zendesk Support as a system they could grow with

Xero

Xero + Zendesk: Deploying Zendesk cross multiple internal teams for the best ITSM is quick and easy

Medidata

Zendesk Support replaced 6 systems at Medidata

Trustpilot

Trustpilot + Zendesk: Self-service and live chat support rapid growth

Tango

By combining Zendesk Support and Upwork, Tango saved as much as 70% on support costs and reduced FRT by 67%

Deckers Brands

UGG®/Deckers Brands + Zendesk: Transforming customer service literally overnight

Harris Farm Markets

See how Harris Farm Markets uses Zendesk Support to listen honestly and respond to its customers

InVision

InVision + Zendesk: Delivering outstanding support on a strong technical foundation using the API

Fiverr Customer Story

See how Fiverr uses Zendesk Support to serve its thriving marketplace

Animoto

See how Animoto leveraged light agents and a knowledge base to scale support

Box

Box+Zendesk: Measurable results from putting the API and Apps Framework to work

Groupon Customer Story

Groupon + Zendesk: Scaling support for global business

Federal Communications Commission

FCC + Zendesk: Saving taxpayers 85% with greater transparency and faster replies

BaubleBar

BaubleBar chose Zendesk Support for its integration with Magento

Le Tote

Le Tote + Zendesk: Tripling agent productivity to handle a 900% increase in ticket volume

Ohio Wesleyan University

Ohio Wesleyan University + Zendesk: Service excellence for students and staff

New South Wales Government

The team uses the Support mobile app to manage tickets remotely

City of Hampton

The City of Hampton uses Zendesk Support to Increase internal engagement

JustGiving

Supporting the world's largest online fundraising community with Zendesk Support

charity: water

Using Zendesk Guide to redefine the user experience

Nottingham Trent University

Nottingham Trent University + Zendesk: Support propels students to succeed

Miinto

Miinto + Zendesk: Innovative, multi-lingual support for both retail customers and marketplace clients

Swiftkey

Swiftkey uses the Mobile SDK to power in-app support for a 300m device install base

JibJab

JibJab uses Zendesk Support and ModSquad to meet SLAs even with a 10x volume increase

Scribd

Automatic routing in Zendesk Support eliminated hours of work

OpenTable

Open Table + Zendesk: Revamped internal support with Zendesk Support

The Royal Children's Hospital

Zendesk Support helps make support more collaborative and effective

VanMeijel

VanMeijel + Zendesk: Tackling support times in spite of rising ticket volume

Vend

Vend improved response time by more than 300%

Xerox

Xerox uses triggers and groups to support their workflow

Zuora

Learn how Zuora's beating the industry benchmark with their multichannel support

Zoosk

Zendesk Support empowered Zoosk's agents and doubled their productivity

Forever New

First response time to 250 stores improved by 73%

Wintec

Wintec drives 97% customer satisfaction across multiple departments

University of Lincoln, UK

Learn what the university's focus group thought of Zendesk Support

REA Group

Learn how REA Group centralized support across 10 countries

NHS Greater Glasgow and Clyde

NHS + Zendesk: Saving teams from spreadsheets with a modern procurement process

Lonely Planet

Lonely Planet + Zendesk: Scaling support to meet field requests and review user-generated content

Vodafone

Vodafone + Zendesk: A single automation solves 70% of password reset tickets across 15K employees

LJ Hooker

With Zendesk Support, LJ Hooker earns a 99% satisfaction rating

Adslot

Zendesk Talk helps Adslot maintain 95% customer satisfaction

The Cotton On Group

Cotton On Group + Zendesk: 1700 stores, 20 countries, one CX platform

AllSaints

AllSaints saw a 14-point NPS® increase over 12 months

Edmunds.com

Edmunds Live Help relies on Zendesk Chat for 50% of their volume

Sure

Sure relies on Zendesk's mobile apps for seamless support

Walker & Company

Using NPS® to engage with customers has resulted in a 98% CSAT rating

Aurora Fashions

Aurora Fashions supports multiple brands and delivers an omnichannel experience

UncommonGoods

UncommonGoods reduced their email volume by 72% with Zendesk Support

The Wharton School

Zendesk Support's iPad app allows Wharton Computing's team to answer tickets on the go

Tourico Holidays

Tourico Holidays saw a 600% improvement in efficiency

Republic Wireless

Republic Wireless + Zendesk: Capturing market share by reinventing customer service

UTi

UTi's HR team utilizes custom analytics in Zendesk Support to earn a 98% satisfaction rating

AdRoll

Adroll + Zendesk: cutting first reply times in half with Zendesk Support

Foursquare

Foursquare + Zendesk: Lightning-fast self-service for a growing customer base

WePay

Support insights allow WePay to provide fast service and raise satisfaction

Redfin

Redfin + Zendesk: Redefining the real estate experience with Zendesk Support

MOO

Agent satisfaction doubled with adoption of Zendesk Support