Zendesk expands enterprise reach with new offerings for large organisations
Announcement posted by Bench PR 18 Sep 2014
18 September 2014—Zendesk, Inc. (NYSE: ZEN) today announced an expansion of its enterprise offering to address the growing need for a modern customer service platform at large organisations. It launched an upgraded Enterprise Elite pricing plan that provides dedicated support, service-level guarantees and enterprise-specific product features, as well as created its first dedicated enterprise team and four adoption paths that use best practices and the unique Zendesk Benchmark to guide rapid customer service improvement.
“We’re helping the world’s largest organisations to be human at enterprise scale,” said Mikkel Svane, Zendesk founder and CEO. “Too often, being big means losing the personal touch that's the backbone of a company's relationship with its customers. We want to change that and make it possible for the most innovative enterprises to be personable, friendly and responsive in their customer interactions.”
The Enterprise Elite plan packages Zendesk's most advanced features with premium support, service-level guarantees, and expert guidance to ensure large organisations adopt Zendesk fast and effectively. With the plan, organisations receive the highest level of support and guidance with a team devoted to them and direct, round-the-clock email, phone and chat access to Zendesk.
Zendesk’s new, dedicated enterprise team comprises more than 50 people across customer support, success and sales that have extensive enterprise experience and are chartered with giving honest feedback and support to large organisations. Marcus Bragg, Zendesk senior vice president of worldwide sales and customer success, is leading the team, whose members help customers set goals and their long-term objectives for customer service. They not only help get organisations started, but also help them continuously improve through regular check-ins, customised reporting and industry comparisons through the Zendesk Benchmark.
“Companies no longer have to choose between being a big business and servicing their customers in a personal and proactive way,” Bragg said. “We’ve already seen innovative enterprises using Zendesk on their own to upgrade their customer service at a fraction of the cost and time required by older enterprise software, and now we’ve created a talented global team that will help other large businesses do the same.”
The new enterprise team will guide organisations along proven customer service adoption paths for enterprises. These four paths were designed to make it simple for even the largest organisation to get started with Zendesk in less than 30 days to solve the most common customer service needs and areas of focus:
● Scaleable support: Improving the efficiency within a contact centre and scaling to support customers in any channel.
● Effortless self-service: Embedding support directly into customer experiences so customers can discover content and communities to help themselves.
● Proactive engagement: Creating a feedback loop to analyse customer insights and engage customers at the right time and in the right context in order to make service, sales and product improvements.
● Employee service: Applying customer service best practices to the internal employee experience by helping departments such as IT, Finance, Facilities or HR collaborate and communicate with employees and one another.
Contact centre ready
To make it easy for enterprises to use its customer service platform inside large contact centres, Zendesk previously launched a Computer Telephony Integration (CTI) toolkit that allows integration of contact centre and telephony systems directly into the Zendesk agent experience. Zendesk partner, Avaya, announced their Zendesk integration with contact centre solutions using their latest Avaya Aura Collaboration Environment release.
“By combining the power of Avaya’s global contact centre solutions and Collaboration Environment with Zendesk’s customer service platform, businesses are able to provide the best possible service experience for their customers,” said Gary E. Barnett, Avaya Senior Vice President & General Manager, Collaboration.
A total of 25 contact centre and telephony providers are integrated with Zendesk.
The modern alternative for enterprise customer support
To meet the needs of today’s customers, large companies increasingly are moving away from the complicated, legacy systems of the past and toward Zendesk’s beautifully simple platform that allows them to work with customers more efficiently, more proactively and through the channels that modern customers prefer.
Across Asia Pacific, Zendesk works with enterprise customers including Lonely Planet, the REA Group, LJ Hooker and New Zealand Post.
For more information, including pricing, products and best practices, go to www.zendesk.com/enterprise
About Zendesk
Zendesk provides a customer service platform designed to bring organisations and their customers closer together. With more than 45,000 customer accounts, Zendesk is used by organisations in 140 countries to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com
Source: Zendesk, Inc.