Our Customer Stories

Better service starts here

Learn how companies around the globe use Zendesk to build stronger relationships with their customers and change the way they do business.

Now that is a unique combination.

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Box

Using the Zendesk API, Box created a custom app to provide agents with visual cues, based on a customer health score

FCC

Zendesk replaced 18 complaint forms

Groupon

Zendesk grew with Groupon to help support their massive international business

L’Oréal

L'Oréal Deutschland monitors trends across the business using Zendesk

Lazada Group

With Zendesk, Lazada Group saw a 31% increase in customer satisfaction

LJ Hooker

With Zendesk LJ Hooker earns a 99% satisfaction rating

NHS

Streamlining procurement workflow from 10,000 suppliers

Rapha

Learn how Rapha provides great service through social support

Shopify

Shopify now focuses on a single workspace to support customers

The Wharton School

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

Vodafone

Vodafone reduced ticket volume from 15k employees by 70% with Zendesk

Xerox

Xerox uses triggers and groups to support their workflow

Acquia

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

AdRoll

Learn how AdRoll cut their first reply times in half with Zendesk

Adslot

Zendesk Voice helps Adslot maintain 95% customer satisfaction

AllSaints

AllSaints saw a 14-point NPS increase over 12 months

Animoto

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

Aurora Fashions

Aurora Fashions supports multiple brands and delivers an omni-channel experience

BaubleBar

BaubleBar chose Zendesk for its integration with Magento

charity: water

Using Help Center to redefine the user experience

City of Hampton

The City of Hampton uses Zendesk to Increase internal engagement

Coursera

Coursera recognized Zendesk as a system they could grow with

Dropbox

How to make every second count

Edmunds.com

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

Expedia

Expedia Affiliate Network improved onboarding new affiliates by 60%

Expensify

Expensify saw a 66% reduction in first response time using SLAs

Fiverr

See how Fiverr uses Zendesk to support its thriving marketplace

Forever New

First response time to 250 stores improved by 73%

Foursquare

Foursquare boasts a self-service-to-ticket ratio of 32 to 1

Gawker

See how Gawker scales up and down with Zendesk to handle unexpected situations

Harris Farm Markets

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

HouseTrip

Ticket forms gave HouseTrip's agents more context and boosted productivity

InVision

InVision chose Zendesk because of its extensibility and built-in integrations

JibJab

Zendesk, with partner ModSquad, help JibJab meet SLAs even with a 10x volume increase

John Lewis Partnership

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

JustGiving

Supporting the world's largest online fundraising community

Le Tote

The Embeddables widget reduced Le Tote's chat volume by 60%

Lonely Planet

Lonely Planet can now easily access all user-generated content in one place

MADE.COM

MADE.COM offers multi-channel support through Zendesk

Medidata

Zendesk replaced 6 systems at Medidata

Miinto

Miinto reduced phone calls by 40% using Zopim Chat

ModCloth

With Zendesk, ModCloth measured a 20% increase in agent productivity

MOO

Agent enjoyment doubled with adoption of Zendesk

Nottingham Trent University

Mobile apps and forums lead to 96% satisfaction

NSW Goverment Licensing Service

The team uses the mobile app to manage tickets remotely

Ohio Wesleyan University

OWU chose Zendesk for its affordability and efficiency

OpenTable

OpenTable revamped their internal support with Zendesk

Prezi

Prezi loves Zendesk's simplicity and flexible framework

REA Group

Learn how REA Group centralized support across 10 countries

Redfin

A dedicated team now handles 94% of all requests

Republic Wireless

Republic Wireless saw a 90% improvement in time to first contact

Scribd

Automatic routing in Zendesk eliminated hours of work

Skyscanner

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

Slack

Slack chose Zendesk as a tool they could scale with, and saw a 74% improvement in first response time after adoption

Sure

Sure relies on Zendesk's mobile apps for seamless support

Swiftkey

Swiftkey uses the Mobile SDK to power in-app support for a 250m device install base

Tango

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

The Cotton On Group

The Cotton On Group leverages Multibrand to support 8 brands on Zendesk

The Royal Children’s Hospital

Zendesk helps make support more collaborative and effective

Tourico Holidays

Tourico Holidays saw a 600% improvement in efficiency

Trivago

Trivago provides multilingual support for 20 million website visitors

Trustpilot

Trustpilot’s use of Zendesk technology has helped it increase overall CSAT by 20 percent

Twilio

Zendesk helps Twilio keep things simple for their customers

UCLA Department of Psychology

Zendesk helps a small team serve a large user base

UGG®/Deckers Brands

UGG® and Deckers Brands built the framework for their "Click and Collect" use case literally overnight

UncommonGoods

UncommonGoods reduced their email volume by 72% with Zendesk

University of Lincoln

Learn what the university's focus group thought of Zendesk

UTi

UTi's HR team utilizes custom analytics in Zendesk Insights & earns a 98% CSAT

VanMeijel

Learn how VanMeijel decreased response time despite an increase in tickets

Vend

Vend improved response time by more than 300%

Walker & Company

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

Washio

Washio leans on the Zendesk APIs to integrate their own backend systems

WePay

Built-in CSAT ratings show WePay where they stand

Wintec

Wintec drives 97% customer satisfaction across multiple departments

Xero

Xero makes the numbers add up for ITSM

Zoosk

Zendesk empowered Zoosk's agents and doubled their productivity

Zuora

Learn how Zuora's beating the industry benchmark with their multi-channel support

"If Zendesk can successfully scale within big government you can be successful with enterprises of any size.”

-Dustin Laun, Senior Advisor of Innovation, Federal Communications Commission (FCC)

"With Zendesk, we can easily tweak the system without calling a consultant. We can deploy it to new departments simply by flipping a switch.”

-Joe Harrow, Director of Customer Service, Groupon