Zendesk: Making Customer Service More Reliable, Flexible and Scalable

Mikkel Svane | Founder & CEO | Zendesk - Insights Success

Communication is just an exchange of messages. It’s a process, but to make the process more meaningful and impactful, the quality of the communication is more important than the process itself.

Communication is not just the most crucial part of Customer Relationship Management (CRM), it’s the backbone. Since its inception, CRM has evolved and is transforming every moment; and we’re seeing trends emerging such as Socialization of CRM, Cloud CRM, Centralized data, Flexibility and Mobility of communication processes and Crowdsourcing.

Why is CRM valuable to a business? The most important part of any organization is the customer. Along with maintaining a proper workflow, balance between profit and loss, management, employee satisfaction and everything else; the customer relationship or the attachment between the company and its customer is crucial to the success of a business – and that’s where Zendesk comes in. Zendesk builds software to empower organizations, helping them improve customer engagement and understand their customers better.

This is especially important today with the amount of data a company handles continuing to grow exponentially. Big data is no longer a new phrase within businesses, it’s a term well worn. Thanks to the digital revolution, businesses today know that in order to remain competitive within their market they not only need to use data to define their business strategy, but also to understand customers. Zendesk helps business make sense of the massive amounts of data they collect to enhance the relationship they have with their customers.

Any company’s goodwill is built up by the satisfaction its customers experience and that’s why more than 101,000 paid customer accounts in more than 160 countries and territories trust and use Zendesk.   

Zendesk Has a Unique Approach to Customer Engagement

Every individual has a unique need, choice, demand and mindset. To serve everyone individually, CRM providers must focus on personalized customer support, and this is what Zendesk is known for. They have a unique approach to building customer engagement by enabling companies to listen, respond and delight customers. Zendesk’s products and user interface are intuitive and easy to use while also being able to scale as a business grows. Zendesk has helped companies like Groupon to expand from a small team to one of the largest in the world.

Multinational companies of all sizes like Lonely Planet, Box, Shopify, Rapha, Xerox, Slack, Vodafone and Uber use Zendesk to build stronger relationships with their customers. Zendesk’s services are popular among companies from all industries from Retail and eCommerce, Software and IT Services to Education, Government and Telecommunications.

Zendesk transforms every interaction into a lasting relationship

Zendesk provides customer relationship software to businesses, enabling them to be more reliable, flexible and scalable. The team at Zendesk works together to help turn interactions into long lasting relationships that are more meaningful, personal and productive. Zendesk’s family of products include:

Zendesk Support – an extremely useful solution used for tracking, prioritizing and solving customer support tickets.

Zendesk Guide – a smart knowledge base solution that captures the collective knowledge of an organization and combines it with machine learning technology to deliver a better customer experience

Zendesk Chat – allows businesses to connect in a fast and responsive way to connect with their customers in real-time through live chat

Zendesk Talk – a call center software for more personalized and productive phone support.

Zendesk Message – software that helps companies engage customers on their favorite messaging apps.

Zendesk Explore – Analytics software that unifies data for all Zendesk’s products and any third-party source. It makes customer data accessible across an organization, so businesses can measure and understand the entire customer experience.

Zendesk Connect + Outbound – enables customer experience and marketing teams to deliver intelligent behavior-based messages across email, mobile and web channels.

A man of action who has transformed an idea into reality

Along with two other co-founders, Mikkel Svane, CEO of Zendesk, Inc., founded the company in 2007 in Copenhagen, Denmark. With an urge and will to bring a bit of zen to the chaotic world of customer support, Mikkel, Alexander Aghassipour and Morten Primdahl founded the company using an old kitchen door as a desk. Prior to founding Zendesk, Mikkel founded and served as the Chief Executive Officer of Caput A/S, a software company; and prior to that, was as a technology consultant. He holds an A.P. in marketing management from Aarhus Kobmandsskole, Denmark. He currently lives in San Francisco.

Mikkel has written and published a book called “Startupland”, sharing all the challenges that he has faced while growing the startup and turning Zendesk into a global business. Throughout the Zendesk journey, Mikkel was keen to ensure that corporate giving is woven into Zendesk’s culture and business model. Under his leadership, in 2015, Zendesk launched The Zendesk Neighbour Foundation, a non-profit organization that operates independently and gives back to the local community.

Zendesk leads the way

In 2009, Zendesk moved to San Francisco and successfully listed on the NYSE in 2014. Currently, the company employs over 1700 people and handles 4.6 million interactions daily between companies and their customers. It provides easy to use, low-cost products with customizable options, and recently announced their acquisition of Outbound.io, to help grow its family of products and services. Recently, and as part of its global expansion, Zendesk announced new offices in Singapore, Manilla, Montpellier and Paris. The company also announced partnerships with other leading technology innovators Microsoft, Amazon Connect and Adobe Experience Cloud. 

Source :- The 20 Most Valuable Brands 2017

No Comments Yet

Comments are closed