Independent study finds Zendesk customers accrued Net Present Value (NPV) of $3 million and an ROI of 390% over 3 years

2017年9月25日

Bengaluru, INDIA – September 4, 2017 – Zendesk announced the results of their Total Economic Impact™ (TEI) commissioned study to examine the potential return on investment (ROI) that organizations accrued by utilizing its customer support products. The purpose of the study, conducted by Forrester Consulting, was to assess the potential financial impact of Zendesk on these customer organizations.

为了更好地理解这些好处,有限公司sts, and risks associated with a Zendesk implementation, Forrester studied seven organizations with experience using Zendesk’s customer support products. Prior to Zendesk, the organizations used a variety of cloud-based software tools.

Key Findings from a recently conducted study titled, The Total Economic Impact™ Of Zendesk

Quantified benefits:
The following risk-adjusted present value (PV) benefits are representative of those experienced by the companies interviewed:

Forrester’s interviews with seven existing customers and subsequent financial analysis found that an organization based on these interviewed organizations experienced benefits of $3.8 million over three years versus costs of $770,763, adding up to a net present value (NPV) of $3 million and an ROI of 390%.

The director of customer care at one company told Forrester: “Our previous tool lacked the ability to make changes and adapt on the fly. That particular tool was very cumbersome to make fields and system changes. Something as simple as that oftentimes required developer knowledge to get that accomplished.”

Another director said: “What we didn’t have with our previous tool was a way to streamline telephony delivery. We had three different call centers, and each had their own phone numbers and phone setups.” After implementing Zendesk, another executive said: “Using Zendesk made it a lot easier for us to grow and add on locations, diversify for a little disaster recovery, and to make it seamless to the customer. We very carefully track customer satisfaction from customer calls, and within the first nine months of implementing Zendesk, we realized an 8-point increase on a 100-point scale.”

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 107,000 paid customer accounts in over 160 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more atwww.ying8.net.

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