A commissioned Forrester Consulting study found that a composite organization achieved $23.2M in net present value and payback in under six months using Zendesk. Explore the full findings — download the study or watch the webinar as Forrester and Zendesk experts unpack the results.
A positive return and fast time-to-value from implementation.
30% automated resolution
Deflected a significant portion of enquiries without human involvement.
25% reduction in contact rate
Fewer inbound tickets through self-service and data-driven CX improvements.
67% faster agent onboarding
Streamlined ramp-up powered by AI-guided workflows and centralised knowledge.
*Based on a three-year analysis of a composite organisation modelled in a Forrester Consulting Total Economic Impact™ study commissioned by Zendesk. Individual results may vary.
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“If a company core value is around customer-centricity, it’s important to understand the customers’ needs and how to meet them. The Zendesk Suite of tools helps us communicate with customers and furthermore better understand, direct from the coalface, what customers are telling us. Zendesk lets us share that responsibility with our functional business partners to improve our customer experience, increase customer loyalty and ultimately drive sales.”
Director of e-Commerce Customer Experience, Payments, and Fraud
Retail industry
“35% of all our enquiries are automatically resolved. It’s such a wild number that even I still struggle to believe it. I can’t believe we’re actually doing that – that it’s actually 35%. But the data is there.”
Senior Lead, Zendesk & Support Tools Administrator
Services industry
“The number one reason we chose Zendesk is that it had omnichannel support experience backed by a robust ticketing solution. We wanted to scale and support multiple business units on a single tool across multiple channels. We had a whole bunch of different use cases that needed to be supported. We felt Zendesk provided the best overall support experience for our customers.”
Vice President of Operations and Customer Experience
Technology industry
“We want to shift away from being purely customer service as a cost centre and become customer service as part of revenue generation because lots of customers who contact us have high intent to continue business with us. Zendesk helps us identify that intent and eliminate obstacles.”
Director of e-Commerce Customer Experience, Payments, and Fraud
Retail industry
“If a company core value is around customer-centricity, it’s important to understand the customers’ needs and how to meet them. The Zendesk Suite of tools helps us communicate with customers and furthermore better understand, direct from the coalface, what customers are telling us. Zendesk lets us share that responsibility with our functional business partners to improve our customer experience, increase customer loyalty and ultimately drive sales.”
Director of e-Commerce Customer Experience, Payments, and Fraud
Retail industry
“35% of all our enquiries are automatically resolved. It’s such a wild number that even I still struggle to believe it. I can’t believe we’re actually doing that – that it’s actually 35%. But the data is there.”
Senior Lead, Zendesk & Support Tools Administrator
Services industry
“The number one reason we chose Zendesk is that it had omnichannel support experience backed by a robust ticketing solution. We wanted to scale and support multiple business units on a single tool across multiple channels. We had a whole bunch of different use cases that needed to be supported. We felt Zendesk provided the best overall support experience for our customers.”
Vice President of Operations and Customer Experience
Technology industry
“We want to shift away from being purely customer service as a cost centre and become customer service as part of revenue generation because lots of customers who contact us have high intent to continue business with us. Zendesk helps us identify that intent and eliminate obstacles.”
Director of e-Commerce Customer Experience, Payments, and Fraud
Retail industry
“If a company core value is around customer-centricity, it’s important to understand the customers’ needs and how to meet them. The Zendesk Suite of tools helps us communicate with customers and furthermore better understand, direct from the coalface, what customers are telling us. Zendesk lets us share that responsibility with our functional business partners to improve our customer experience, increase customer loyalty and ultimately drive sales.”
Director of e-Commerce Customer Experience, Payments, and Fraud
Retail industry
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