Case Study: Zendesk
Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. Today, more than 107,000 paid customer accounts in over 160 countries and territories use Zendesk products.
Zendesk wanted to look at the frustrations customer service professionals faced and whether these could be eradicated if companies better equip their staff with the right tools to offer a high level of customer service.
The survey, which sought the views of 600 customer service professionals in the UK and US, found that the main reasons staff dread going into work is dealing with difficult customers. Over two in five (42%) fear going back to work after a few days off, while 14 per cent have even signed off due to stress as a direct result of having to deal with angry customers.
These findings allowed Zendesk to address the issue of deep-rooted stress caused by the lack of adequate technology and how it was crippling customer service processes. This aided its wider campaign, as it highlighted a prominent societal issue that the media agreed had to be dealt with.
- International PR research
- Sought the views of 600 customer service professionals in the UK and US
- Over two in five (42%) fear going back to work after a few days off
- 14% have signed off due to stress as a direct result of having to deal with angry customers