Zendesk, Inc., a software development company, provides a SaaS customer service platform. The company also provides SaaS live chat software that could be utilized independently to facilitate proactive communications between organizations and their customers or integrated into its platform. As of December 31, 2015, the company had approximately 69,100 paid customer accounts for its customer service platform and live chat software in the aggregate. This includes approximately 35,700 customer accounts for paid subscription plans on the company’s customer service platform (other than its Starter plan) and approximately 33,400 customer accounts for paid subscription plans of the company’s live chat software. Organizations are able to access ‘freemium’ plans on the company’s customer service platform and live chat software, as well as email collaboration software, which are provided by the company free of charge or at very low cost. As of December 31, 2015, the company had approximately 121,100 active accounts using these services. The company’s customers represent organizations across a range of sizes, industries, and geographies. They are located in 150 countries and territories and provide service through its customer service platform in approximately 40 languages. In October 2015, the company completed the acquisition of We Are Cloud SAS, a maker of analytics software. The 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 improving organizations with large global audiences. The company’s platform is available in 14 languages for customer service agents. Key features comprise: 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 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 the company’s customer service platform. Organizations could natively create support phone numbers or use existing telephony systems through the company’s open application platform interface (API). Voicemails are automatically transcribed into a ticket and employees could record key information from calls in tickets. Through its Advanced Voice service, the company offers organizations upgraded features for communicating with their customers, including interactive voice response capabilities, the ability to provide additional context when transferring voice conversations between agents, and advanced features to analyze these voice interactions at an additional cost per enabled agent. Social Media: Convert Tweets and Facebook posts into tickets and reply through the company’s 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 recommends as best practices. Add-on Features: Fo
zendesk inc (ZEN:New York)
1019 Market Street
San Francisco, CA 94103
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