Zendesk provides Vimeo with a flexible solution to easily scale customer support operations

Zendesk commissioned Forrester Consulting to construct a Total Economic Impact™ (TEI) framework through interviews with seven decision-makers at large enterprises using Zendesk, to identify the costs, benefits, flexibility and risk factors associated with the software. Vimeo is a SaaS company at the forefront of the video industry, empowering video creators with the tools and technology they need to succeed with video. As Vimeo’s customer base grew over the years, they found that their traditional support tools — phone and shared inbox — would not scale due to the manual effort required. They needed a system that could provide structured digital support, generate performance reports and integrate with other core applications.

“We engaged Zendesk to bring structure and organisation to the support organisation.” Director of Systems and Service Technology, Vimeo

Upon implementing Zendesk, Vimeo was able to:

• Deflect 30% of tickets with self-service tools

• Enhance reporting capabilities and insights into customer contacts

• Improve the overall agent experience

Read this customer spotlight, Zendesk provides Vimeo with a flexible solution to easily scale customer support operations. You’ll learn how Vimeo empowered agents with the tools they needed to enhance productivity and the customer experience — faster, and at a lower cost of ownership than prior efforts. See how Vimeo gets it done. Access the customer spotlight today.