Zendesk Branches into Mobile With its Customer Service SoftwareAugust 28, 2012
by Jolie O'Dell
If you’ve got customers, then you’ve got mobile customers, and Zendesk wants you to take good care of them wherever they are, even if they’re on the go. To that end, the company pushed its cloud-based customer service software into the mobile world today.
“Customers can use their phone to go onto Twitter or Facebook to complain about the service they’ve received, but not necessarily to get the help they immediately need,” said Zendesk CEO Mikkel Svane in a statement on the news.
“Our new mobile customer portal resolves this dilemma by offering a smooth, user-friendly, and effective self-service customer experience. With the new mobile customer portal, we have empowered the more than 20,000 businesses that use Zendesk to engage their more than 100 million customers in a way that fits the lifestyle of consumers today.”
Indeed, mobile is a huge part of how consumers are interacting with businesses these days. In a recent survey, pollsters found that more and more consumers fully expect the businesses they frequent to have mobile presences. And for younger consumers, not having a mobile channel strikes them as a sign of disrespect for the company’s clientele.
Zendesk’s new offering supports all the major platforms, including iPhone, Android, BlackBerry, and Windows Phone; consumers can sign into the app using their Facebook or Google accounts. Zendesk expects that many consumer questions can be answered from within the mobile app (i.e., without requiring direct intervention from a customer service rep), and users can interact with each other to confer on issues and share tips.
The white-label software can be customized and branded for your own company, as well.
Zendesk was founded in 2007 and is based in San Francisco. To date, the company has taken $25.5 million in one seed and three institutional rounds of funding, which saw participation from Charles Run Ventures, Benchmark Capital, and Matrix Partners