Zendesk Strengths, Domain Expertise, and Key Differentiators
Zendesk launched a new CRM play called Sunshine, going head to head with the likes of Salesforce in helping businesses better organise and make use of customer data. The addition of Smooch will build on that strategy to bring in data to Sunshine from messaging apps and the interactions that take place on them. Also in 2018, Zendesk launched an omnichannel play, a platform called The Suite, which became one of Zendesk's most successful products ever, with a 400% rise in its customers taking an omnichannel approach.
Zendesk Recent Developments
In August 2020, Zendesk debuted Explore Enterprise, the newest solution within its service-first CRM platform, which enables companies to analyze real-time data in order to understand changing needs. As global ticket volume reaches record highs, leaders can use Explore Enterprise to share relevant insights instantly with other teams and departments, helping them make faster decisions to improve their entire customer experience.
Zendesk Mergers and Acquisitions (M&A) Activities
In 2018, Zendesk acquired Base, a startup that has raised over $50 million. While Base might not be as well known as Salesforce, Microsoft or Oracle in the CRM game, it has created a sophisticated sales force automation platform, complete with its own artificial intelligence underpinnings.
Zendesk Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Zendesk applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Zendesk and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Zendesk Support Suite customers.
Zendesk Overview
Ownership: - NYSE:ZEN
Number of Employees: 4010
Functional Markets: Customer Relationship Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Zendesk Key Enterprise and Cloud Applications
Zendesk Support Suite
Zendesk Revenues, $M:
| Type/Year | 2018 | 2019 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Zendesk Revenue Breakdown By Type, $M:
| Type | License | Services | Hardware | Support & Maintenance | SaaS |
|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
Zendesk Enterprise Applications Revenues By Functional Markets, $M:
Zendesk Enterprise Applications Revenues By Verticals, $M:
Zendesk Revenues By Region, $M
| Region | % of Total Revenues | 2019 Total Revenues, $M | 2019 Enterprise Applications Revenues, $M | 2019 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Zendesk Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Zendesk Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Zendesk Customers
No. of Zendesk Customers: 157000
No. of Zendesk Enterprise Applications Customers: 157000
No. of Zendesk Cloud Customers: 157000
No. of Zendesk Cloud Subscribers: x
In 2019, Zendesk had 157,000 paid customer accounts, including approximately 81,200 paid customer accounts on Support, approximately 42,600 paid customer accounts on Chat, and approximately 33,200 paid customer accounts on our other products.
Among its customers are: Alfa-Bank, Yext, Bukalapak, PayJoy, Olala Homes, Azimo, DYME, Stoiximan, Modsy, Mailchimp, University of Louisville, Stanley Black and Decker, Tesco, Vimeo, State of Tennessee, Instacart, Ingersoll Rand, Mediaocean, Starling Bank, Slack, MakeSpace, and others.
Zendesk Market Opportunities, M&A and Geo Expansions
In May 2019, Zendesk acquired Smooch, an omnichannel messaging platform, which companies customer care teams can use to interact with people over messaging platforms like WhatsApp, WeChat, Line and Messenger, as well as SMS and email. It had also been a longtime partner of Zendesk’s, powering the company’s own WhatsApp Business integration and other features. The two already have some customers in common, including Uber. Other Smooch customers include Four Seasons, SXSW, Betterment, Clarabridge, Harry’s, LVMH, Delivery Hero and BarkBox.
In October 2019, Zendesk launched Gather, a product that enables companies to provide trusted and transparent support to customers through online community forums. Gather creates a space where customers can engage with each other and company experts to offer guidance and insight beyond what a single customer support agent might be able to handle.
In November 2018, Zendesk launched Sunshine, an open and flexible customer relationship management (CRM) platform built completely in the public cloud on Amazon Web Services, Inc. (AWS). Zendesk Sunshine enables businesses to connect and understand all their customer data, wherever it lives and gives their developers the ability to build and deploy customer apps and services faster. Sunshine is built entirely on open standards, with the security, scalability, and reliability of AWS built into its core.
Earlier the same year in May, Zendesk launched The Zendesk Suite, a new omnichannel offering that brings together the most popular customer communication channels in one simple package and price to help companies provide a consistent and connected customer experience.
In September 2018, Zendesk acquired FutureSimple Inc, the company behind Base.
Zendesk Risks and Challenges
If Zendesk needs to extend its sales team and channel partnerships outside of the U.S. Otherwise, the company is disabled to engage with non-U.S. potential customer base, and therefore grow in the international market.
Zendesk Ecosystem, Partners, Resellers and SI
In January 2020, Zendesk launched the Sell Marketplace apps, which provides companies’ sales teams with a central place to access critical customer information from additional tools in the sales stack.
In October 2019, Zendesk launched a new Zendesk Partner Program to provide the skills, tools, and support Zendesk’s global ecosystem of partners need to help their customers deliver a better customer experience. The program is designed to enable partners to build an industry-leading customer experience practice and rewards partners based on competencies and results with a comprehensive certification program and incentives.
In September 2019, Zendesk extended it's reach in APAC with the expansion of its Singapore office. Zendesk sells mainly directly, throught it's sales workforce.
Zendesk Cloud Infrastructure Insights
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- Zendesk Public Cloud and Infrastructure (IaaS)
- Zendesk Platform (PaaS)
- Zendesk Application Delivery
- Zendesk Private Cloud and Data Centers
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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