Zendesk helps its 145,000 worldwide clients connect with their customers on any level, providing customer service solutions across phone, chat, email, social media, and any other channel. Smart self-service Q&A, live messaging and call center software are just some of their core offerings. With extremely fast growth – roughly 35% per year – the company had to scale quickly while streamlining its responses to requests for information (e.g. RFPs, security assessments). Each request was unique and information was siloed, so new hires couldn’t get up to speed fast enough.
Disconnected info sources had to be utilized separately for each response.
The first step in any partnership is for Zendesk to confirm its high level of security, which is handled by third parties – adding yet another separate repository of critical information.
Every request is inconsistent (different lengths, languages, formats), so team members had to handle each one manually, find siloed information, format and reformat, and so on.
All IT tools, all past and present documents, and all stock answers are all accessible in one place with no delays due to departmental siloes or third parties.
Security information can be formalized, stored, and confirmed instantly.
All responses are queued by department and topic, making the review process easier; and sales can automatically tap each department as needed to confirm their responses.
Zendesk has streamlined and improved the sales cycle by making document creation easy and automated with Ombud. New hires can now complete requests in their first week of employment while tenured team members are focusing on closing deals rather than mundane administrative tasks.