Zendesk

Zendesk

Zendesk is a service-first CRM company with support, sales, and customer engagement products designed to improve customer relationships.

Our partnership

Choco Up companies get six months of free access to Zendesk Suite and Zendesk Sales CRM. This offer is only available for Choco Up startups that are new customers with fewer than 100 employees and funding no greater than Series B.

Use cases

Zendesk Support: Shopify's one-stop shop for helping customers

Shopify realised its teams were struggling to onboard and support new retailers—in large part because the tools in place were not equipped for the deluge of new requests. After using Zendesk support, Shopify grew fast from 20,000 retailers to more than 300,000. The company rapidly scaled to keep up with its customer base and has been exceeding expectations ever since. Loading times were no longer an issue and support leadership was now equipped with near real-time data.

Carousell + Zendesk: Scale with Multilingual Self-Service

Carousell team faced slow response times and lagging customer satisfaction scores, exacerbated by a slow manual tagging process prone to user error. At the same time, the lack of tailor-made customisations prevented Carousell from easily gathering the customer information needed to solve problems. After using Zendesk's Answerbot and Zendesk Guide, the call center is currently viewed more than one million times a month, and the Answer Bot responds with a click-through rate of 22%. As a result, the company successfully blocked 24% of general inquiries and 7% of new incoming requests. As teams spend less time on low-level requests, response times are significantly reduced—77% of 30,000 monthly tickets are responded to within 24 hours.