Uni­fied suite of prod­ucts

Singapore Business Review - - EVENT COVERAGE: BUSINESS CASE STUDIES AWARDS 2018 -

Zen­desk is a cus­tomer-ser­vice plat­form de­signed for com­pa­nies that want to cre­ate cus­tomer re­la­tion­ships that are more mean­ing­ful, per­sonal, and pro­duc­tive. Its suite of prod­ucts are not just sim­ple, but more im­por­tantly, func­tional. This means tak­ing de­sign el­e­ments that peo­ple have grown to ex­pect from con­sumer soft­ware and in­cor­po­rat­ing them into an easy-touse plat­form that sim­pli­fies the tough work of cus­tomer ser­vice. Founded in a loft in Copen­hagen, Den­mark in 2007, Zen­desk is based in San Fran­cisco, Cal­i­for­nia and cur­rently serves over 119,000 cus­tomers in 150 coun­tries. An­gel in­vestor Christoph Janz pro­vided Zen­desk with $500,000 in June 2008. The com­pany then moved to San Fran­cisco af­ter re­ceiv­ing $6 mil­lion se­ries B fund­ing from Charles River Ven­tures and Bench­mark Cap­i­tal. From there, Zen­desk be­gan its rapid ex­pan­sion. The cus­tomer ser­vice com­pany ac­quired Sin­ga­pore-based live chat soft­ware firm Zopim Tech­nolo­gies Pte Ltd in April 2014. Zopim Tech­nolo­gies Pte Ltd soon be­came Zopim Pre­mium Live Chat. Zen­desk de­buted with an ini­tial pub­lic of­fer­ing (IPO) price of $9 per share in May 2014. It fur­ther ex­panded its port­fo­lio by ac­quir­ing We are Cloud SAS, the firm that cre­ated BIME An­a­lyt­ics soft­ware. BIME An­a­lyt­ics is the core of Zen­desk’s om­nichan­nel plat­form, al­low­ing clients to ac­cess its prod­ucts us­ing a shared cus­tomer data plat­form.th­ese prod­ucts in­clude Zen­desk Sup­port, Guide, Chat, Mes­sage, and An­swer Bot. Zen­desk’s plat­form is avail­able in both mo­bile and tablet. The com­pany even launched the Net­worked Help Desk ini­tia­tive in 2011, which aims to cre­ate an open stan­dard for shar­ing data be­tween sep­a­rate cus­tomer sup­port apps. Zen­desk also in­te­grated Sur­vey­mon­key and Mailchimp to sup­port sur­veys and email cam­paigns. Through its suite of prod­ucts, Zen­desk of­fers broad cus­tomer ser­vice ex­per­tise and deep prod­uct knowl­edge to help clients de­liver a dif­fer­en­ti­ated cus­tomer ex­pe­ri­ence, en­sur­ing that its so­lu­tions would have a strate­gic im­pact on the busi­ness.

Scal­ing is easy be­cause Zen­desk works right out of the box, in­te­grates with other tools, and ex­pands to fit your busi­ness.

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