Project Description

Forrester Consulting report

Forrester Report: Total Economic Impact of Zendesk

Thinking about upgrading your system? It seems like everywhere you look there’s a newer or better version of software out there, promising to help your business scale and save your company money. But is this new software actually worth the transition? 

The team at Zendesk recently commissioned Forrester Consulting to conduct a study evaluating the financial impact of Zendesk on organisations. After interviewing five customers and performing a thorough financial analysis, Forrester have been able to lay out the benefits (and costs) of Zendesk’s customer service products. Their analysis points to benefits of more than $3.8 million (£2.87 million). 

Benefits outweighed costs in the following areas:

  • Increased agent productivity
    Organisations reported a 15-second improvement in average call length each year.
  • Deflected customer interactions
    Self-service interactions reached 20% of total interactions.
  • Improved agent experience and retention
    Customers reported a reduction in agent turnover of more than 15%.
  • Avoided maintenance costs of previous platform
    Consultants were no longer needed to support the previous agent platform.

We want to help your business make sure Zendesk is right for you.

Ready to find out? Fill out the form on this page and read about the potential return on investment in Forrester’s The Total Economic ImpactTM of Zendesk, a May 2017 commissioned study. Conducted by Forrester Consulting on behalf of Zendesk.

Complete the form below to download the report.