From „Help Desk 2.0“ to„Customer Service SW“          Case Study on Zendesk         André Christ, March 2013
> 25.000 # Customers                                                                > 15.000                              ...
From „Help Desk 2.0“ to „Customer Service SW“   2008            2009              2010                2011         2012   ...
The Help Desk, ITIL and Getting Things Done“Many of the businesses you know follow ITIL best practices, andwhile Zendesk i...
What        Uniqueness             Value           Adressed Pain2008 Source: http://web.archive.org/web/20080706053734/htt...
What        Uniqueness             Value           Adressed Pain2009 Source: http://web.archive.org/web/20090703115217/htt...
What        Uniqueness             Value           Adressed Pain2010 Source: http://web.archive.org/web/20100830021803/htt...
What        Uniqueness             Value           Adressed Pain2011 Source: http://web.archive.org/web/20110614211517/htt...
What        Uniqueness             Value           Adressed Pain2012 Source: http://web.archive.org/web/20120715064332/htt...
What        Uniqueness            Value   Adressed Pain2013-A Source: http://www.zendesk.com
What        Uniqueness            Value   Adressed Pain2013-B Source: http://www.zendesk.com
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Creating the "Zendesk" brand

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A review how Zendesk - a provider of a SaaS - evolved from a Help Desk 2.0-Tool to a full fledged Customer Service Software with more than 25.000 customers. See how the company shaped its brand and USP via its website from 2007 until today.

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Creating the "Zendesk" brand

  1. 1. From „Help Desk 2.0“ to„Customer Service SW“ Case Study on Zendesk André Christ, March 2013
  2. 2. > 25.000 # Customers > 15.000 > 10.000 > 5.000 2008 2009 2010 2011 2012 2013Source: http://www.zendesk.com, http://web.archive.org
  3. 3. From „Help Desk 2.0“ to „Customer Service SW“ 2008 2009 2010 2011 2012 2013Help Desk 2.0 On-Demand Web-based Web-based Multi- Customer Customer Customer Help Desk channel Service SW Support Tool support SW SW Customer Service SWUnique Selling PropositionNo downloads. For any Agile, smart, Agile, smart, Powerful – yet Go fromNo install. company, convenient. convenient. simple. chaos toNo worries. large or small. ZEN.Source: http://www.zendesk.com, http://web.archive.org
  4. 4. The Help Desk, ITIL and Getting Things Done“Many of the businesses you know follow ITIL best practices, andwhile Zendesk is designed to accommodate these practices, we’vealso taken the route of simplifying or at least open up customersupport to more lean and nimble ways of dealing with customerissues. ITIL was created with IT help desk needs in mind, and the roleof IT has changed dramatically recent years with the introduction ofcloud services, outsourcing and last but not least increasedconsumerization.”Source: http://www.zendesk.com/blog/help-desk-and-getting-things-done
  5. 5. What Uniqueness Value Adressed Pain2008 Source: http://web.archive.org/web/20080706053734/http://www.zendesk.com/
  6. 6. What Uniqueness Value Adressed Pain2009 Source: http://web.archive.org/web/20090703115217/http://www.zendesk.com/
  7. 7. What Uniqueness Value Adressed Pain2010 Source: http://web.archive.org/web/20100830021803/http://www.zendesk.com/
  8. 8. What Uniqueness Value Adressed Pain2011 Source: http://web.archive.org/web/20110614211517/http://www.zendesk.com/
  9. 9. What Uniqueness Value Adressed Pain2012 Source: http://web.archive.org/web/20120715064332/http://www.zendesk.com/
  10. 10. What Uniqueness Value Adressed Pain2013-A Source: http://www.zendesk.com
  11. 11. What Uniqueness Value Adressed Pain2013-B Source: http://www.zendesk.com

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