Zendesk launches its help desk software into the Enterprise space

Zendesk launches its help desk software into the Enterprise space

Zendesk, a sleek, web-based help desk provider behind companies like Twitter and Groupon has officially launched into the Enterprise space with customer support solutions, tailored to large organizations.

Zendesk’s software leverages the benefits of the Internet and social media to enhance every part of the customer service process in a way that appears effortless. Its new Enterprise Plan, which is available for $99 per agent per month on an annual subscription basis, offers a customizable, speedy and secure customer support software designed for large, international and multi-brand organizations.

“Help desk needs vary from company to company. We’re always listening to customer feedback to fine tune our offerings to provide the best choice for all organizations, regardless of size,” said Zack Urlocker, COO of Zendesk. “Zendesk has become the de facto standard for small and medium businesses. Our largest customers started asking for enterprise-grade features that provide sophisticated customization capabilities and added layers of security. We responded with Zendesk Enterprise.”

New features available in Zendesk Enterprise Plan include:

  • Unlimited Internal Usage: Organizations can now access and collaborate internally on support conversations through light agents without having to pay for additional seats. This new capability is a direct result of Zendesk’s large customers asking to enable company-wide insight into customer engagements.
  • Multi-brand Help Desk: Parent companies with multiple brands can work efficiently by centralizing their support teams while maintaining multiple uniquely-branded customer facing support portals.
  • Custom Agent Roles: Organizations can customize permission levels for a group of agents by allowing or restricting access to specific features within Zendesk, such as access to private comments or channels, or ability to change ticket fields.
  • Business Rules Analysis: Companies can now analyze the performance of their business rules and support workflows.
  • Network Restrictions: Administrators can restrict access to Zendesk by defining a range of IP addresses.
  • Email Archiving: Customer support interactions can be automatically archived, making e-discovery and adherence to compliance regulations easier in case of audits or legal requests.
  • Priority Support: Zendesk commits to respond to customer submissions in less than an hour, in addition to access to our agents by phone 24/7.

Zendesk has been taking off like a rocket ship since launching in 2007 in a small loft in Copenhagen, Denmark. Following two funding rounds in 2009, the company moved its main operations to San Francisco, by which point it had a thousand customers. Over the past year, Zendesk has more than doubled its clientele, having announced its 10,000 client milestone in April 2011 including big name brands like Curves, Groupon, Nielsen, OpenTable, LonelyPlanet and Tumblr. And in June of this year, Zendesk expanded back across the waters and launched its European HQ in London. This latest announcement has CEO Mikkel Asger Svane (pictured below) quite pleased about being “dragged” into the Enterprise space.

“Well way over 10,000 organizations have settled on Zendesk as their customer support platform. We grow our business 30% quarter over quarter, have offices in Melbourne and London to deal with overwhelming demand and we’re almost coy about the level of interest we experience from larger enterprises. We’re popular and we like it,” says Svane with a smile.

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