In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

How Zendesk Uses Data to Make Customers Happier

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.


Each month, Zendesk processes more than 20 million support tickets and serves more than 50 million pageviews on behalf of its 30,000 customers. Hidden in this data are the keys to successful customer service: consumer behavior, agent performance, support operations, and more. This "shared data asset" helps Zendesk and its customers improve support processes and drive business outcomes. Data helps Zendesk:
  • Provide better support by understanding the full context of customer issues, and proactively addressing customer concerns before issues arise.
  • Build better products and ensure they remain easy to use. Educate customers on how to provide world-class support through the Zendesk Benchmark, which lets companies compare key performance indicators with their industry peers.
  • Show the actual correlation between great customer service and better business outcomes (higher customer lifetime value, reduced churn, happier customers).
Learn about Zendesk's data journey and see how you can apply it in your business.


Presented By:

Sam Boonin

VP, Products, Zendesk

Publish Date: October 23, 2013

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.