CSM Spotlight: how Zendesk uses Zendesk for support

CSM Spotlight: how Zendesk uses Zendesk for support

May 21, 2014
CSM Spotlight: how Zendesk uses Zendesk for support

Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer service than virtually anyone. As we’ve grown, we’ve adapted our own Zendesk to support departments well beyond our core support team. Our customers frequently ask for our own best practices and pro tips, so we’ve made that the focus of this month’s CSM Spotlight: how Zendesk uses Zendesk for support.

In our all-day, moderated community discussion on this topic (beginning at 8:00 a.m. PT, May 22), we’ll look at Zendesk as a growing account that has dealt with scaling and improving internal workflows within and across teams. We’ve grown to support over 40,000 customers across 140 countries, and we have more than 70,000 unique organizations in our account.

[Update: May 22 has come and gone… but don’t fret! The tips and discussion are still alive and well in our forums].

Here are more of our staggering stats:

  • 100,000+ tickets answered
  • 2,000+ views
  • 4,500+ macros
  • 350+ triggers
  • ~700 agents (about 5% of which are administrators)
  • ~100 groups

We’ve learned a lot of lessons along the way, and I’ll share tips straight from our own Zendesk teams throughout the day. There’s a lot of ground to cover, and this month, we’ll focus specifically on how our support, customer success, sales, finance, and marketing groups work together in Zendesk to support our external customers. In June, we’ll do it all again, but this time we’ll cover how several Zendesk departments use our own app to support internal customers: fellow Zendesk employees.

Head over to the forums to get more details, join the conversation, and chime in with your own tips, questions, and comments.

Zendesk’s CSM Spotlight series is a monthly, online community discussion in our forums about a specific topic. Hosted by a Zendesk Customer Success Manager, each day-long discussion features content posted throughout the day by Zendesk, as well as tips and ideas from our customer community.

The next CSM Spotlight is scheduled for June 19: How Zendesk uses Zendesk for internal support. Mark your calendar!