List of Zendesk Sunshine Customers
Zendesk
989 Market Street,
San Francisco, 94103, CA,
United States
San Francisco, 94103, CA,
United States
1 415-418-7506
Professional Services
6000
$2.6B
Since 2010, our global team of researchers has been studying Zendesk Sunshine 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 Sunshine 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 Sunshine for Customer Support include: Stanley Black & Decker, a United States based Manufacturing organisation with 50000 employees and revenues of $15.78 billion, LATAM Airlines Group, a Chile based Transportation organisation with 36477 employees and revenues of $12.36 billion, Suzano, a Brazil based Manufacturing organisation with 37000 employees and revenues of $8.59 billion, Latitude Financial Services, a Australia based Banking and Financial Services organisation with 744 employees and revenues of $792.0 million, Balearia, a Spain based Transportation organisation with 1850 employees and revenues of $620.0 million and many others.
Contact us if you need a completed and verified list of companies using Zendesk Sunshine, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Balearia | Transportation | 1850 | $620M | Spain | Zendesk | Zendesk Sunshine | Customer Support | 2020 | n/a |
In 2020 Balearia implemented Zendesk Sunshine as part of an accelerated omnichannel Customer Support deployment to enable contact center agents to work remotely and maintain passenger service during the COVID-19 crisis. The rollout addressed a surge in demand while supporting Balearia’s ongoing maritime operations and customer experience objectives across ticketing, notifications, and post-sales support.
The deployment included Zendesk Support, Zendesk Guide, Zendesk Chat, Talk Partner Edition, Social Messaging for Facebook and Twitter, and Sunshine Conversations, with Zendesk Sunshine orchestrating messaging and conversation data across channels. Redk, a Zendesk Master Partner, configured the Suite and applied configuration layering that included Zendesk Answer Bot for automated responses and custom routing logic to separate chats originating from travel agencies versus individual passengers.
Operational integrations implemented with Zendesk Sunshine and Sunshine Conversations enabled proactive delivery of boarding passes via WhatsApp, with SMS offered as an alternative when customers did not authorize WhatsApp. Chat was configured for short agent training cycles, roughly four simultaneous agent chats capacity per agent in practice, and provisioning to support rapid remote agent onboarding; chat was rolled out in two days and agents learned the channel in about thirty minutes.
Governance and workflow changes centered on converting a traditional call and email center into an omnichannel contact center, expanding ticket handling responsibilities to other departments, and instituting monthly reviews of knowledge base feedback to refine Guide content. The support organization introduced channel-aware routing, centralized conversation histories for agents, and plans to integrate internal reservation tools into the core Zendesk platform so agents can manage bookings directly from Zendesk.
Explicit outcomes reported include a 96 percent chat satisfaction score during the initial COVID-19 period, contact volumes increasing by more than 500 percent in the first weeks of the pandemic, and Balearia becoming the first Spanish shipping company to send boarding passes via WhatsApp. Balearia has set a self service target of 20 percent adoption and projects that channel expansion could reduce request volumes and ticket handling times by up to 20 percent while aiming for 90 to 95 percent satisfaction across channels.
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Foot Locker Europe | Retail | 2000 | $320M | Netherlands | Zendesk | Zendesk Sunshine | Customer Support | 2020 | n/a |
In 2020, Foot Locker Europe implemented Zendesk Sunshine on its website for Customer Support. The implementation uses Zendesk Sunshine as a cloud delivered, web-embedded support layer to surface help center content and capture customer inquiries directly through the corporate site.
The deployment emphasized Customer Support capabilities common to the category, including web based ticketing, unified customer profiles behind the web widget, and integrated knowledge base content management. Configuration work targeted the site widget behavior, ticket routing rules, and customization of agent workflows to align inbound web contacts with existing support processes.
Operational coverage centers on the Foot Locker Europe website support channel and the public help center hosted at help.footlocker.com, providing a consolidated channel for inbound web inquiries and knowledge base self service. Governance focused on standardizing ticket routing, agent handling procedures, and knowledge management to sustain consistent support operations across the companys customer service organization.
Architecturally the solution is delivered as a SaaS platform with Sunshine components embedded in the front end of the website and the support team operating through the Zendesk agent interface. Zendesk Sunshine is positioned as the primary Customer Support application for web channel engagement and knowledge delivery for Foot Locker Europe.
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LATAM Airlines Group | Transportation | 36477 | $12.4B | Chile | Zendesk | Zendesk Sunshine | Customer Support | 2020 | n/a |
In 2020, LATAM Airlines Group added Zendesk Sunshine and deployed Sunshine Conversations to handle WhatsApp conversations as part of its Customer Support stack, reflecting a shift in post-pandemic customer expectations. The Santiago de Chile based carrier, one of the largest airline groups in the world, leveraged Zendesk Sunshine to centralize conversational messaging as a primary channel for passenger interactions, notably via WhatsApp where LATAM ranks among the app's top global users.
The implementation focused on conversational routing and bot driven self service capabilities, with Sunshine Conversations configured to automate common passenger tasks. Functional capabilities implemented include automated proactive notifications for gate changes and delays, guided self service flows that allow passengers to rebook flights, update delivery addresses for lost luggage, and complete ancillary purchases such as seat upgrades and meal selections inside messaging threads. Zendesk Sunshine was used to orchestrate these chat workflows and reduce routine load on live agents.
Integration work centered on WhatsApp as the principal messaging endpoint, enabling in channel commerce and contextual alerts that reflect passenger itineraries and service status; this aligns with regional behavior where WhatsApp is widely preferred. The deployment emphasized message orchestration and conversational continuity so that most inquiries can be resolved through the bot before any escalation to an agent, preserving session context across interactions.
Operational governance shifted ticketing and agent workflows to prioritize escalations and complex problem solving, while routine CX tasks were automated in messaging. The approach freed live agents to handle higher complexity cases and allowed LATAM to proactively notify customers of travel disruptions, while using WhatsApp messaging to capture incremental revenue through in chat purchases.
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Latitude Financial Services | Banking and Financial Services | 744 | $792M | Australia | Zendesk | Zendesk Sunshine | Customer Support | 2022 | n/a |
In 2022, Latitude Financial Services deployed Zendesk Sunshine as its Customer Support platform to stabilize customer contact handling during the COVID-19 lockdowns. The team executed an accelerated rollout in roughly a weekend and 3.5 days of implementation time, creating 12 to 15 webforms, provisioning a Help Center, configuring backend queues, and onboarding 300 agents to go live immediately when an outsource provider went offline.
The Zendesk Sunshine implementation centered on self-service and omnichannel capabilities, with configured webforms, knowledge articles, and queues forming the primary operational modules. Latitude Financial Services emphasized a cloud-based architecture that reduced developer overhead, enabling business analysts and a small project team to configure workflows, maintain the Help Center, and iterate content without a large engineering team.
Integrations and extensions were applied where explicitly stated, including a partnership to introduce AI and Bot functionality with Ingenious AI and the rollout of omnichannel messaging. Operational coverage focused on Customer Operations supporting the companys consumer finance products, processing over 30,000 webform inquiries in the initial weeks, and planning to expand messaging channels such as WhatsApp and iMessage to increase self-service adoption.
Governance and process changes included centralizing customer interactions against customer profiles to improve auditability and restructuring contact handling to favor digital intake through webforms. Outcomes reported by Latitude Financial Services include a sustained 20 percent call deflection into webforms, substantially reduced Help Center revision time by 90 percent, a cited productivity gain described by the team as roughly 400 percent in agent efficiency, and an observable decrease in incoming call volumes after the rollout of Zendesk Sunshine.
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Stanley Black & Decker | Manufacturing | 50000 | $15.8B | United States | Zendesk | Zendesk Sunshine | Customer Support | 2018 | n/a |
In 2018, Stanley Black & Decker implemented Zendesk Sunshine as its Customer Support platform, initiating a three week global rollout ahead of Black Friday to centralize after sales service and omnichannel response. The program covered distributed contact centers across multiple regions and was sized to handle an average of 10,000 tickets per month, with multilingual support in English, Spanish, Portuguese, and Turkish and plans to add Korean, Chinese, and Russian.
The deployment configured a suite of Zendesk products including Support, Guide, Chat, and Talk, alongside the Zendesk Web Widget and the Knowledge Capture app to drive self service and ticket deflection. Configuration work emphasized macros, triggers, custom contact forms, and routing rules to standardize agent workflows and reduce manual steps, and the global teams required only a single day of agent training to become operational.
Stanley Black & Decker integrated more than 60 websites and more than 75 social media accounts into the Zendesk environment, including 50 plus Facebook pages that create tickets from Messenger, and leveraged Apps Marketplace additions such as Show Related Tickets and Download Recordings. The company engaged Zendesk Professional Services to accelerate the implementation, achieve full channel integration, and instrument analytics for executive reporting and real time operational visibility.
Operational governance focused on centralizing data, enforcing a one hour first response time SLA, and aligning regional support with marketing through knowledge article collaboration, while the team maintained 100 percent adherence to the one hour SLA and averaged CSAT near 90 percent. Outcome signals included a three week implementation time, a reported 300 percent increase in agent efficiency, a 500 percent regional sales uplift year over year tied to web widget and chat usage during Black Friday, and a 1000 percent growth in customer interactions, supporting confidence to scale as monthly ticket volume is expected to double.
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Media | 766 | $298M | Sweden | Zendesk | Zendesk Sunshine | Customer Support | 2019 | n/a |
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Manufacturing | 37000 | $8.6B | Brazil | Zendesk | Zendesk Sunshine | Customer Support | 2020 | n/a |
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Buyer Intent: Companies Evaluating Zendesk Sunshine
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Zendesk Sunshine. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Zendesk Sunshine for Customer Support include:
- Nordic Bank, a Sweden based Banking and Financial Services organization with 72 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Nordic Bank | Banking and Financial Services | 72 | $88M | Sweden | 2025-01-24 |
FAQ - APPS RUN THE WORLD Zendesk Sunshine Coverage
Zendesk Sunshine is a Customer Support solution from Zendesk.
Companies worldwide use Zendesk Sunshine, from small firms to large enterprises across 21+ industries.
Organizations such as Stanley Black & Decker, LATAM Airlines Group, Suzano, Latitude Financial Services and Balearia are recorded users of
Zendesk Sunshine for Customer Support.
Companies using Zendesk Sunshine are most concentrated in Manufacturing, Transportation and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Zendesk Sunshine are most concentrated in United States, Chile and Brazil, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Zendesk Sunshine across Americas, EMEA, and APAC.
Companies using Zendesk Sunshine range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 28.57%, large organizations with 1,001-10,000 employees - 28.57%, and global enterprises with 10,000+ employees - 42.86%.
Customers of Zendesk Sunshine include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Zendesk Sunshine customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Support.