“Most Customer Service Platforms on the market today fulfil the basic need of aggregating all customer-facing contact channels into a single application. But this is only the beginning; we chose Zendesk because they provide an unparalleled selection of integrations and apps, which allow flexibility in accommodating our specific business needs. In addition, the solution is robust enough to handle multi-branding, omni-channel consistency and is scalable enough to grow with us.

After implementing Zendesk, we are now able to operate multiple brands using one platform and include all the communication channels we want to offer and more. Offering different communication channels to customers without needing multiple tools is what gives a company the competitive advantage. Above all, Zendesk is full of amazing features which allows us to add more tools as we continue to grow. 

Every customer contact comes at a price but apart from the actual cost, these interactions also reflect inefficiencies in one’s systems or operations. In an ideal world, if our product had to be fully customer-centric, contacts would be kept at a bare minimum or not exist at all. Zendesk helped us identify and eliminate these friction points, to invest our skills and resources into high-value contacts that yield a bigger return.”