List of Zendesk Guide Customers
San Francisco, 94103, CA,
United States
Since 2010, our global team of researchers has been studying Zendesk Guide customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Zendesk Guide for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Zendesk Guide for Customer Support include: Tesco, a United Kingdom based Retail organisation with 340000 employees and revenues of $93.25 billion, Stanley Black & Decker, a United States based Manufacturing organisation with 50000 employees and revenues of $15.78 billion, Decathlon France, a France based Retail organisation with 105000 employees and revenues of $15.50 billion, John Lewis Partnership, a United Kingdom based Retail organisation with 80000 employees and revenues of $14.90 billion, Nordea, a Finland based Banking and Financial Services organisation with 30157 employees and revenues of $14.12 billion and many others.
Contact us if you need a completed and verified list of companies using Zendesk Guide, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Zendesk Guide customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
99designs | Professional Services | 1000 | $200M | Australia | Zendesk | Zendesk Guide | Customer Support | 2018 | n/a |
In 2018, 99designs implemented Zendesk Guide as part of a broader Zendesk omnichannel Customer Support deployment. The rollout aligned Zendesk Guide with Zendesk Support, Chat, and Talk to centralize customer engagement for the companys global support organization.
The implementation focused on self service knowledge management using Zendesk Guide, integrating suggested articles into the chat widget to reduce inbound chat volume. 99designs configured ticket tagging and help center content within Zendesk Guide to capture refund reasons and other qualitative signals, and instrumented in‑product article suggestions to intercept tickets.
The team extended Zendesk via the Zendesk API and the Apps Marketplace to create operational context at the agent desktop, linking back end customer profiles to caller ID so agents immediately see customer activity across channels. Agents use apps such as Five Most Recent to view a customers voicemail, chat and email history in one timeline, and the system handles roughly 30,000 tickets per month per channel while supporting 24/7 coverage and eight languages across offices in Melbourne, Berlin and Oakland and a global agent network.
Governance was organized around real time monitoring and fortnightly review meetings with Zendesk, with frontline managers using native reporting and CSAT capture to assess agent performance. Operational changes included standardizing ticket tagging, routing workflows for refund conversations to collect qualitative feedback, and an easy process for provisioning agents and phone numbers directly in the platform.
Explicit outcomes reported from the implementation include consolidated omnichannel insight in a single Customer Support system, reduced inbound chat handling through in widget Guide suggestions, increased help center traffic from search, and an average chat customer satisfaction score of 97 percent.
|
 |
ABBYY Solutions | Professional Services | 1200 | $285M | United States | Zendesk | Zendesk Guide | Customer Support | 2017 | n/a |
In 2017, ABBYY Solutions implemented Zendesk Guide as part of a broader Customer Support platform to centralize knowledge and self-service across its global support organization. The deployment used Zendesk Guide as the knowledge base layer alongside Zendesk Support and Zendesk Chat, delivering a single-pane view of tickets and articles for a follow-the-sun support model that serves B2B and B2C customers.
The implementation configured Zendesk Guide for multilingual content management and leveraged Zendesk Explore for analytics and operational dashboards. ABBYY instrumented dashboards that measure time to resolution, responses per ticket, agent workload, and ticket states such as open, on hold, and pending, and integrated SurveyPal to capture Customer Satisfaction and Customer Effort scores after each interaction, yielding consistent 90 plus percent satisfaction measures and documented customer effort improvements.
Architecturally the solution was a cloud-hosted SaaS deployment, which ABBYY cited as a factor that simplified remote work and continuity. The Zendesk footprint included a native Salesforce integration that surfaces tickets within Salesforce accounts and links to account context, and integrations into ABBYY development and bug-tracking systems so product managers and engineers can see associations between issues and support tickets.
Governance and process changes included centralized reporting for a 70-member, 24-hour support organization and a cadence of customer success engagement from the vendor, including regular business reviews and proactive configuration recommendations. The outcome described by ABBYY was better data, lower customer effort, and higher satisfaction while handling more than 8,000 tickets per month, with support operations running across English, Japanese, and Russian language coverage.
|
 |
Academy of Management | Non Profit | 150 | $13M | United States | Zendesk | Zendesk Guide | Customer Support | 2023 | n/a |
In 2023, Academy of Management deployed Zendesk Guide as its Customer Support knowledge base on the public support site at https://support.aom.org/hc/en-us. The web-hosted Zendesk Guide implementation centralizes article publishing and self-service content on the Academy's website, supporting membership-facing customer service functions for the United States organization. The implementation is surfaced through the support portal to provide a consistent help center experience for members and external users.
Zendesk Guide was configured to manage structured help content with article management, content categorization, and search-driven self-service, and it includes role-based editorial controls and publishing workflows to align with the Academy's support processes. Governance emphasis is on knowledge ownership and editorial workflow orchestration, enabling support staff to author, review, and maintain help content within the Zendesk Guide console. Zendesk Guide therefore serves the Academy of Management Customer Support function by hosting and organizing its web-accessible help center content on the Academy's site.
|
 |
|
Retail | 8600 | $1.1B | Australia | Zendesk | Zendesk Guide | Customer Support | 2019 | n/a |
|
|
|
|
Manufacturing | 2000 | $700M | United States | Zendesk | Zendesk Guide | Customer Support | 2017 | n/a |
|
|
|
|
Leisure and Hospitality | 200 | $115M | United Kingdom | Zendesk | Zendesk Guide | Customer Support | 2020 | n/a |
|
|
|
|
Professional Services | 500 | $100M | United States | Zendesk | Zendesk Guide | Customer Support | 2023 | n/a |
|
|
|
|
Retail | 50 | $10M | United States | Zendesk | Zendesk Guide | Customer Support | 2023 | n/a |
|
|
|
|
Professional Services | 50 | $5M | Canada | Zendesk | Zendesk Guide | Customer Support | 2023 | n/a |
|
|
|
|
Professional Services | 1100 | $400M | United States | Zendesk | Zendesk Guide | Customer Support | 2019 | n/a |
|
Buyer Intent: Companies Evaluating Zendesk Guide
- Ingerman & Horwitz, a United States based Professional Services organization with 25 Employees
- India.Gov.In, a India based Government company with 500 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||