Forrester TEI Report Examines the ROI of Zendesk

Published January 10, 2017
Last updated June 19, 2020

Upgrades, upgrades, upgrades. Everyone is making them, so you ask yourself, "Should my business upgrade systems, too?" It seems there’s always a newer version or better software out there. But even if implementing new and improved systems would help your business scale and save money, it’s important to know whether new software is worth the transition.

Zendesk recently commissioned Forrester Consulting to conduct a study which evaluated the financial impact of Zendesk on organisations. Forrester interviewed five customers and conducted a financial analysis. In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.8 million.

Benefits outweighed costs in the following areas:

Increased agent productivity
Organisations reported a 15-second drop in average call length each year.

Deflected customer interactions
Self-service interactions reached 20% of total interactions.

Improved agent experience and retention
Customers reported a reduction in agent turnover of more than 15%.

Avoided maintenance costs of previous platform
Consultants were no longer needed to support the previous agent platform, resulting in an average savings of $150,000 per year.

Make sure Zendesk is right for you. Read about the potential return on investment from implementing Zendesk’s family of products in Forrester’s The Total Economic ImpactTM of Zendesk, a May 2017 commissioned study conducted by Forrester Consulting on behalf of Zendesk.