Zendesk Positioned in the Visionaries Quadrant in 2015 Gartner Magic Quadrant for CRM Customer Engagement Centres
Zendesk has been positioned by Gartner, Inc. in the “Visionaries” quadrant of the April 27, 2015 CRM Customer Engagement Centre report.
“Zendesk is the new face of customer service, and we believe our Magic Quadrant position reinforces our vision that today’s customer service leaders must innovate differently than a decade ago, and to do that, they require a new platform and partner to stay ahead of their customers’ needs,” said Marcus Bragg, SVP of Worldwide Sales and Customer Success, Zendesk. “This year Zendesk moved into a new quadrant. We feel a big part of moving quickly is due to the support we get from our 52,000 customers, which – increasingly – includes many new large global references.”
According to Gartner: “This research examines the market for global customer service and support applications for case management, trouble ticketing and problem resolution. The functionality evaluated includes knowledge-enabled service resolution, social media/community management, offer management, interaction assistance tools and service analytics dashboards. There should be agent tools and customer tools, designed on a common platform.”
Recent Zendesk product innovations and advancements include:
Zendesk announced a partnership to power Facebook’s new Businesses on Messenger product enabling businesses for the first time to communicate with customers through Facebook’s popular messaging app. Through an integration of its Zopim chat product with Messenger, Zendesk is allowing businesses to provide scalable and responsive customer service to the more than 600 million people worldwide who use Messenger.
Zendesk Embeddables launched last year with a new mobile SDK (software development kit) and Web widget that allow organisations to offer self-service through Help Center, ticket submissions and real-time chat to customers within the context of their preferred mobile apps and online channels. Customers no longer need to visit a separate help section or leave an app for service.
Zendesk introduced Enterprise Elite, an expanded enterprise offering to address the growing need for a modern customer service platform at large organisations. An upgraded Enterprise Elite pricing plan provides dedicated support, service-level guarantees and enterprise-specific product features.
Zendesk provides a customer service platform designed to bring organisations and their customers closer together. With more than 52,000 paid customer accounts for its customer service platform and live chat software, Zendesk is used by organisations in 150 countries and territories to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at their website.