Zendesk has expanded its enterprise offering with the launch of an upgraded Enterprise Elite pricing plan offering dedicated support, service-level guarantees and enterprise-specific product features.
As part of its expansion, the company has created its first dedicated enterprise team and four adoption paths that use best practices and the unique Zendesk Benchmark to guide rapid customer service improvement.
Zendesk also announced that Nine West Group, a portfolio of global fashion brands, is the latest enterprise customer to select its customer service platform, following a competitive process.
Nine West Group chose Zendesk as the platform for its customer service team because it allowed them to focus on their relationships with consumers rather than technology, the company said.
“We’re helping the world’s largest organizations to be human at enterprise scale,” said Mikkel Svane, Zendesk founder and CEO. “Too often, being big means losing the personal touch that’s the backbone of a company’s relationship with its customers.”
“We want to change that and make it possible for the most innovative enterprises to be personable, friendly and responsive in their customer interactions,” Svane added.
The Enterprise Elite plan comes with the most advanced features with premium support, service-level guarantees, and expert guidance to ensure large organizations adopt Zendesk fast and effectively.
With the plan, organizations receive the highest level of support and guidance with a team devoted to them and direct, round-the-clock email, phone and chat access to Zendesk.
Zendesk has expanded its enterprise team, which now comprises more than 50 people across customer support, success and sales. The team is led by Marcus Bragg, Zendesk senior vice president of worldwide sales and customer success.
The new enterprise team will guide organizations along proven customer service adoption paths for enterprises.
To make it easy for enterprises to use its customer service platform inside large contact centers, Zendesk previously launched a Computer Telephony Integration (CTI) toolkit that allows integration of contact center and telephony systems directly into the Zendesk agent experience.
Zendesk partner, Avaya, announced their Zendesk integration with contact center solutions using their latest Avaya Aura Collaboration Environment release. A total of 25 contact center and telephony providers are integrated with Zendesk.
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