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Last $25.51 USD
Change Today -0.37 / -1.43%
Volume 189.9K
ZEN On Other Exchanges
New York
As of 5:15 PM 11/27/15 All times are local (Market data is delayed by at least 15 minutes).
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Company Description

Contact Info

1019 Market Street

San Francisco, CA 94103

United States

Phone: 415-418-7506

Fax: 415-778-9355

Zendesk, Inc., a software development company, provides software as a service (SaaS) customer service platform for organizations. As of December 31, 2014, the company had approximately 52,500 paid customer accounts for customer service platform and live chat software in the aggregate. Zendesk Customer Service Platform The company offers a range of subscription plans to meet the needs of small and medium sized businesses (SMBs) and larger organizations with the appropriate level of advanced features and product support. Customer Support The company’s platform provides organizations with a single customer service interface to manage all their one-on-one customer interactions, no matter where those conversations start or who needs to be involved to resolve them. The company’s platform facilitates customer service in a way through application of business rules and automations. This allows for both a reduction in ticket backlog and scaling up to accommodate growing organizations with large global audiences. The company’s platform is available in 14 languages for customer service agents. Main features include the following: Single Omni-Channel Interface: The company’s customer service platform pulls in customer questions—from email, chat, voice, and social media—and brings them into its beautifully simple interface. Email: Consolidate customer emails from multiple customer accounts into one interface for routing, assignments, and a single system of record for all conversations. Chat: Communicate live with one on one chat sessions, which allow customers to initiate real-time support from employees through a Web interface. All chat conversations are automatically transcribed into a ticket. The company offers its live chat software on a standalone basis and provides an integration of this software as the primary means through which the company offers chat functionality on its customer service platform. Voice: Make or receive calls through its customer service platform. Organizations can natively create support phone numbers or use existing telephony systems through its open API. Voicemails are automatically transcribed into a ticket and employees can record key information from calls in tickets. Social Media: Convert Tweets and Facebook posts into tickets and reply through its customer service platform to keep a record of all conversations in one interface. Business Rules: Initiate workflows triggered by ticket field changes or time-based conditions. The company’s customer service platform comes with pre-configured business rules that the company recommend as best practices. Light Agents: Provide visibility on customer interactions to the entire organization by adding non-support employees as light agents. Light agents can make private internal comments within tickets. Mobile Apps: View and respond to requests through its native agent mobile apps for the iPhone, iPad, Android devices, Windows Phone, BlackBerry, and Kindle Fire. Customer Self-Service Help Center The company’s customer service platform helps organizations track and predict common questions and provides a path to answers. This allows customers to help themselves, find what they need, and minimize their frustration. Available in approximately 40 languages for end-users, help centers can be formatted with its self-service optimized themes and customized with organization-specific functionality. Strategy The company’s strategy includes the following: introducing new products and broadening platform functionality; furthering data-driven approach; maintaining leadership in SMB market; expanding enterprise customer base; continuing to increase global customer footprint; broadening integrations and partnerships; and developing brand. Sales and Marketing Product Support and Professional Services: Along with its global partners, its professional services team assists its customers in implementing more complex deployments of its customer service platform. These services include mapping its customer service platform to new and existing business processes, data migration, and integration with existing systems. Through Zen U,

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