ZENDESK OVERVIEW

UPDATED: MAY 2013

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OUR MISSION

Our mission at Zendesk is to help our customers deliver exceptional

customer service to their customers

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This is how it started…

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MILESTONES

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THIS IS ZENDESK TODAY

• Headquartered in San Francisco• 300+ employees worldwide• 24/7/365 customer support

HISTORY OF INNOVATION

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2010 2011 2012

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OUR MANAGEMENT

CUSTOMER PROFILE

CUSTOMER GROWTH

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CUSTOMER ROSTER

30,000+ companies trust Zendesk to serve over 200 million end customers

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OUR CUSTOMERS’ ACHIEVEMENTS

Groupon has supported over 17.3 million tickets worldwide.

Customers such as Box have saved up to 3X the cost of implementing and managing their previous support platforms.

For Disney, the knowledge base is a great way for their product team to communicate with agents, and their agents love the internal FAQ because they do a quick search for info when on customer calls.

Zuora delivers multi-channel support—email, Web, chat, feedback tab, Twitter, and Voice for global phone support; their customer satisfaction is at 98%, well beyond the industry benchmark.

Uncommon Goods reduced ticket volume by 65% after implementing Zendesk and the self-service forums and knowledge base.

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INTERESTING CUSTOMER STORIES

A new approach to customer serviceMTV is launching a new digital platform called Artists.MTV, who is using Zendesk to launch a new product, educate their customers, and support them throughout the whole process.

Read more at www.zendesk.com/why-zendesk/customer/artists-mtv

Create a luxury service experienceMaking the change to Zendesk was a hard sell into their executive team. But Zendesk quickly won everyone over with its custom workflows, powerful self-service features, and robust integrations.

Read more atwww.zendesk.com/why-zendesk/customer/gilt-groupe

What a difference a simple web interface makesPreviously, Box was using a big, clunky customer support platform. With Zendesk, Box was able save each of their agents 20-30 seconds per ticket and raise customer satisfaction by 20%.

Read more atwww.zendesk.com/why-zendesk/customer/box

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WHAT OUR CUSTOMERS ARE SAYING

“Zendesk is the perfect fit for us because of its ease of set up

and self-service. We love the simple way to track customer feedback and escalate tickets

to other agents. It’s such a scalable product.”

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WHAT OUR CUSTOMERS ARE SAYING

“The transparency of the system is great. Zendesk is a very flexible technology and it

has all the right elements.”

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WHAT OUR CUSTOMERS ARE SAYING

“We chose Zendesk because of it’s core foundation of the company and its product trajectory. What won us

over was Zendesk’s customer service philosophy and product vision–innovating in areas that

haven’t been done in the marketplace.”

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WHAT OUR CUSTOMERS ARE SAYING

“Zendesk helps us extend the support experience for all our

pinners, no matter how they’re accessing Pinterest–on any

device.”

PRODUCT OVERVIEW:ZENDESK IS BUILT FOR

CUSTOMERS

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EASY SELF-SERVICE OPTIONS

Easy self-service options that surface info from your

knowledge base and community

forums

Custom-branded and well-

organized help center with FAQs

Exit paths to reach support across many

channels

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SMART TICKET DEFLECTION

Deflect tickets by automatically suggesting

related topics for self-service based on ticket subject

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MULTI-CHANNEL SUPPORT

When customers cannot find the self-service they’re looking for, they can reach support in many ways

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SUPPORT IN ANY LANGUAGE

Zendesk supports 40+ languages and boasts a localized agent interface in 11 languages

PRODUCT OVERVIEW:ZENDESK IS BUILT FOR AGENTS

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A BEAUTIFULLY SIMPLE AGENT INTERFACE

Custom views to

help organize

your tickets

Tabs for multiple

views all in one interface

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AUTOMATED TOOLS BUILT IN

Easily turn common tickets into knowledge

base articles

Choose to communicate

externally or keep your

conversations private

Create and use macros, pre-

defined responses, to

speed up replies

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EVERYTHING IN A SINGLE VIEW

Launch apps right in your interface for access to CRM

data, time tracking and other

business apps

Access customer data while

working on a ticket

Start a live search to find

info in the agent knowledge base

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INTEGRATIONS FOR YOUR ZENDESK

100+ apps/integrations and an open API help bring your

preferred business applications into Zendesk, so your

entire organization is connected

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COLLABORATE WITH ANYONE ON ZENDESK

Collaborate with external partners, like

Roku, by sharing

relevant tickets so they can weigh in

with their expertise

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MULTIPLE BRANDED ZENDESKS

Link multiple branded Zendesks to a central Zendesk hub to maintain seamless brand experience and communication

Spoke tickets are routed to the hub where the agents

are, and all outbound

communication goes back out through the

branded spoke

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WORK ANYWHERE, ANYTIME

Full agent capabilities are available on-the-go with native apps for iPad, iPhone, Android, Windows Phone, BlackBerry, and

Kindle Fire

PRODUCT OVERVIEW:ZENDESK IS BUILT FOR MANAGERS

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REPORTING THAT’S MEANINGFUL

Track data that matters to your

team and organization, like

resolution times and ticket volume by

channel

Forum and search analytics so you know what your customers are looking for and how effective is your self-service

content

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MEASURE CUSTOMER SATISFACTION

Zendesk’s customer

satisfaction surveys capture

customer feedback in one click

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BENCHMARK AGAINST YOUR PEERS

Compare yourself to your peers with

key customer service metrics, like satisfaction

rating, first response time and

ticket volume

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