Zendesk

“Employee satisfaction is one of our most important metrics.”

“And if we can provide the right tools and services to our employees, it will help them deliver the best services to our clients.”

“We always had support from the Zendesk team. They consider my KPIs as their KPIs. That makes it very easy to share my goals because they treat them as their own.”

“It's very easy to work with Zendesk. We can fetch the right information quickly and close tickets much faster.”

““Everything that requires a human touch, in our case, it’s mostly mechanical knowledge—experts in the field,” Laurent emphasizes. “We’re building a group of experts that will attend to the difficult cases only, and all the rest will be handled automatically.””

““We’ve been doing this together for the last year,” Laurent explains. “A lot of software vendors tell you, ‘Oh yeah, you can do this in weeks,’ right? But you’ve been able to deliver quite a big impact to the business, understanding the complexity itself.””

““For us, AI means more automation than a sort of conversational LLM to talk and chat about the weather. Being able to provide quick and straightforward targeted responses is a great way to take care of those direct, simple, Tier-1 responses.””

““(AI) frees up a lot of resources. And it gives our human agents the time to handle more complex cases.””

“The teams embraced the new system very quickly. The 360-degree customer view has made handling customer requests much more efficient and seamless,” Sabrina Bourasseau, Call Center Manager at Unéo, says. “The platform is simple and intuitive. Since deploying Zendesk, we’ve seen a real shift in mindset. Our teams listen more closely to customers, go further in resolving issues and provide better advice. Improved information sharing has also helped break down silos across teams located in different offices.”

“These usability improvements have translated into excellent customer satisfaction results. We have achieved a CSAT score of 8.1 out of 10 and an NPS of +42—an increase of five points since deploying the solution.”

“With Zendesk, our advisors now have a complete 360-degree view of every customer interaction. At a glance, they can see all the relevant information about a member’s policy on one screen.”

““We overachieved our acquisition numbers—and we massively overachieved our retention numbers. Customers are staying with us because of the way we’ve built the product—and we’re seeing that reflected in customer sentiment.””

““We’re AI-first and digital-first—but not humanless,” says Davies. “There are moments where human support really matters, especially in financial services.””

““Service is not an afterthought,” says Davies. “And when you build service into the product from the beginning, it stops being a cost center and becomes a competitive advantage.””

““Even though MYOB is 35 years old, we approached this as if we were a brand-new company,” says Davies. “And when we went to market to look at the different options available to us—Zendesk was the clear winner.””

““We have a small team. We had planned to grow by a couple of headcount this year—but we just don’t need to. There’s $200,000 worth of savings that I can now put back into our product.””

““We have truly achieved (scaling) Solo by MYOB using the Zendesk platform. In 2025, we exceeded our subscription targets by 45 percent.””

““It’s not just changing customer service. It’s changing society.””

““86 percent of the requests we receive today are being addressed by artificial intelligence,””

““The first advantage is for the customer. It’s about understanding the customer as a person—an individual who encountered a problem and is contacting the company to solve it.””

““Zendesk helps us better understand what is happening throughout the customer service journey. Analyzing the complexity of our operation has become much easier, allowing us to act faster.””

““Copilot helps agents maintain consistency in the information, follow a script and receive a summary of what is happening with the customer.””

““We used to have after-call work sitting at around three minutes, and now we’ve dropped down to 60 seconds,” Taana says.”

““At the moment, what we’ve got is a really fantastic team that replies super fast—sometimes within 10 minutes,” she says.”

““Before Zendesk, we had nothing. Now we’re getting updates every other day about cool new features that are coming.””