Zendesk

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Afterpay faced a surge of inquiries from their customers worried about whether or not they could pay for their goods as COVID-19 restrictions closed down large parts of the Australian economy.  During the Zendesk Showcase last week, Yvonne Gilmour, head of service delivery at Afterpay said the surge in inquiries

Since the global outbreak of COVID-19 more customers are turning to AI-based customer service tools and more brands are using these tools to help manage requests according to new data from Zendesk.  Zendesk’s Benchmark Snapshot Data analyses the support interaction data of more than 20,000 global companies. According to the

In polite and apologetic tones, Australian businesses are pleading with their customers to be patient.   Optus is calmly letting web site visitors know it’s committed to keeping you connected, even though its Customer Care Team’s ability to respond is currently impacted. Covid-19 restrictions mean Telstra’s contact centres are operating with

Seven months into her role as CIO of SaaS company Zendesk, Colleen Berube has finished an audit of the 250 different technologies used to run the business — 85 per cent of those are managed outside of IT. Speaking to Which-50 between sessions at the company’s Showcase event in Melbourne

Building a business case for CX initiatives requires getting buy-in from senior executives. And the best way to do that is to talk about revenue. That’s our key takeaway from a customer panel at Zendesk’s Showcase event in Melbourne last week. “A business case is absolutely a PR exercise. I

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A true unified view of the customer is a goal many organisations are striving for. But the challenge is complex and few have gotten it totally right, according to Zendesk chief customer officer, Elisabeth Zornes. And, Zornes says, while organisations are improving their CX capabilities, customers’ expectations are continuing to

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Companies that fail to deliver quality customer service experiences could see an adverse impact to their bottom-line. That’s a key takeaway from Zendesk’s Quantifying the Business Impact of Customer Service in Australia Report 2019. The research reveals that businesses failing to address bad customer experiences may be losing loyal customers

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Companies of all sizes across industries and geographies aren’t equipped to keep up with ever increasing customer expectations, according to a new report from Zendesk. In Australia, a majority of consumers (88 per cent) view customer service as a key factor when making a purchasing decision. Equally important is price

Customer service software firm Zendesk has launched its new open standards CRM platform, Sunshine, as well as new sales and data and analytics tools. The new products mark an expansion from Zendesk’s traditional customer support solutions. Leadership Webinar: Which-50’s 2019 Outlook and Business Transformation Drivers webinar is set for November

Customer service software provider Zendesk has acquired FutureSimple, the company behind Base. Base is known for building sales force automation software. Terms of the transaction were not disclosed. Zendesk said it will invest in Base’s ongoing market growth and product development, focusing on existing customers and delivering products for smaller,