Zendesk for software and cloud services
Transform CX to drive net retention
Existing customers or new ones—software and cloud services companies need to put as much attention on both. Zendesk delivers the tools and resources needed for frictionless customer experiences, and expanded brand loyalty at scale.
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Scale through self-service
Sometimes your customers just need a quick answer. Empower them to resolve common questions 24/7 with AI-enabled bots, custom help centres and technical community forums.
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Make it personal
Your agents strengthen the customer relationship with personalised service at any level, integrating CRM data, license and subscription history, configuration and usage history. One 360-degree view builds the foundation for brand loyalty.
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Work smarter and faster
Boost agent satisfaction with intent detection and automated triage that ensure tickets go to subject matter experts. Agents shed repetitive tasks—common product or defect inquiries—with time-saving routing, automation, and AI-powered workflows.
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Connect your teams
Ease collaboration for front-end and back-end teams by unifying your internal communication channels. Integrate apps like Jira and Slack to help streamline ticket escalations. For agents, shared data from out-of-the-box dashboards continues that support.
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Transform your data to build loyalty
With out-of-the-box and customised reporting plus analytics tools, you track a customer’s journey, providing proactive software support before issues become, actual, issues. Use custom dashboards and feedback methods to assess customer sentiment and reward loyalty. Result: data-driven CX strategy with agents ready to upsell and cross-sell your products.
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Get a demoBuilding a best-in-class support team to drive customer retention
“Despite a massive increase in support demands for the company’s platform, customer satisfaction metrics and renewal rates are still at all-time highs.”
Scott Gilbert
Senior Director of Global Customer Support at Qumu
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Driving scale with self-service
“Last year we deflected almost 8,000 tickets due to self-service enabled by Zendesk. That amounts to about US$1.3M saved due to the reduction in tickets.”
David Schroeder
Senior Manager of Services Support at Unity
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