Software for Better Customer Relationships

Any company worth its salt knows the supreme importance of listening to the customer especially when the customer has a query, a complaint to raise.

I recently met with Gabriel Frasconi, director for Southern Europe for Zendesk, Inc. (NYSE: ZEN), who was in Malta attending the SIGMA iGaming event in November. Zendesk is an interesting company that builds software for better customer relationships. In Gabriel’s own words: “Good relationships take work. They require knowledge and the tools to get the job done right. That's what Zendesk is for.”

“Our products allow businesses to address a crucial part of the customer relationship – first impressions and ongoing customer retention. If you’re interacting with a company the first time and your experience of the sales process is not good, you’re not likely to buy anything from them. On the other hand if service is good, then you’ll probably buy. If the post sales service is good, it’s likely that you’ll be back – so Zendesk helps companies achieve this, by allowing even a small organisation to deliver great customer service. Zendesk helps improve communication and make sense of massive amounts of data. Above all, it helps you turn interactions into lasting relationships.”

Zendesk delivers leading cloudbased customer service software. Loved by customers for its simplicity and elegance, Zendesk is the easiest and fastest way to provide great customer service. The solution is easy to try, buy, implement, and use, enabling immediate positive results for customers and businesses alike.

More than 100 million people around the world receive support from Zendesk-powered customer service departments and help desks. While industry averages point to low customer satisfaction, Zendesk customers experience positive ratings for over 86% of their interactions.

Why? It’s the Zendesk difference. Zendesk’s unique approach to customer engagement enables companies to listen, respond and delight users in ways not possible before. Zendesk is not just another help desk tool. It is the easiest and fastest way to great customer service.

Mr Frasconi goes on to explain that Zendesk’s success story began in Copenhagen when three young people got together and considered how the customer care of many companies was flawed.

The three founders created a system that structured the ideal response by a company to all kinds of possible scenarios.

At first the product was made available to the Nordic countries only. Then the trio migrated to San Francisco in 2009 and as they say, the rest is history.

That may have been the year of the great financial crisis in the world, but it was also the year of great opportunities. The product offered by Zendesk proved to be a flexible solution to the problems faced by companies as well as an economical solution and one that is cloud-based.

Zendesk is now a listed company, which employs 1,500 persons, with a revenue of upwards of $300 million a year. The European section of the company is tasked with the R&D aspect of the product with special offices in Copenhagen and Dublin.

iMovo, a leading Customer Experience Management company, has been working with Zendesk in the local market for the past three years. During this period iMovo has achieved a track record of several rapid, successful implementations of Zendesk, handling multiple channels of customer communication – voice, mobile, email, social media and web chat. These successes particularly within the iGaming sector have brought about strong recognition of iMovo’s capability by Zendesk.

The collaboration has also led to the Maltese company executing projects in a number of different countries, including the UK, Mauritius, Dubai and France in the past year alone. This model reflects Malta’s growing reputation as a source of strong technologybased services, able to address offshore markets around the world.