Anatomy of a decision: Zendesk

March 31, 2023 - Research X74

Nucleus assessed the experiences of Zendesk users to determine the factors that ultimately led to the selection of Zendesk over other vendors in the space. Users cited Zendesk’s centralized platform, ease of extensibility, and ability to help agents deliver strong customer experiences as the primary components driving the decision. Nucleus found that by leveraging Zendesk, organizations were able to improve service agent productivity by 22 percent, resulting an average cost savings of 12 percent from reduced headcount required to maintain service volume. In addition, Nucleus found that Zendesk’s ease of extensibility enabled organizations to custom-furnish the solution with industry-specific functionality while avoiding the time and costs traditionally tied to custom development.