Zendesk Captures the Definitive Business Metric: Customer Satisfaction

April 26, 2011

Identify Unsatisfied Customers and Resolve Issues Instantly with Zendesk Customer Satisfaction Ratings

SAN FRANCISCO, CA – April 26, 2011 – Zendesk, a web-based help desk software provider, today announced the ability to capture the definitive business metric: customer satisfaction. Customer Satisfaction Ratings provide companies feedback on their customer service experience by allowing customers to rate the quality of support received. Using this instant feedback, companies can continually monitor overall customer satisfaction and maintain an active and ongoing customer-centric way of doing business.

After a customer service request is solved, Zendesk can automatically contact customers to collect feedback on the customer’s satisfaction with the support received. Once the evaluation has been received, the metrics are surfaced through out-of-the-box reports and dashboards. By making the customer’s satisfaction rating a key metric of the support request, companies can set up workflows that act on negative ratings to automate the feedback loop, and continuously improve business processes.

“Customer satisfaction is the definitive business metric because it allows companies to take the pulse of their customers and gain a clear understanding of how to effectively engage with them,” said Zack Urlocker, COO of Zendesk. “Customer Satisfaction Ratings help organizations reduce costly customer churn by giving them a powerful tool to ensure that every agent interaction is the best that it can be.”

Customer Satisfaction Ratings also give agents the power to take instant action with customers who are not completely satisfied with the quality of support received. With Zendesk, agents can apply business rules to customer support requests that receive negative ratings and address these issues immediately. Support agents can instantly engage with customers who provided negative ratings and work with them until they are satisfied and the negative impression is changed to a positive one.

“We wanted to evolve from simply responding to every service request to making sure that our customers are ecstatic with their interactions with Wildfire,” said Victoria Ransom, CEO of Wildfire Interactive. “Zendesk’s Customer Satisfaction Ratings measures how successful each of our customer service agents are in converting an engaged user into a long term advocate for our company. In the end, we’ve got happy customers and happy employees!”

To learn more about Zendesk Customer Satisfaction Ratings visit: http://www.zendesk.com/ratings

About Zendesk

Zendesk is a leading provider of web-based help desk software that is reinventing how companies engage with their customers. The company serves more than 25,000 businesses large and small, including Adobe, MSNBC, Sony, OpenTable and Groupon. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer support. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.

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