List of Zendesk Workforce Customers
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United States
Since 2010, our global team of researchers has been studying Zendesk Workforce 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 Workforce for Workforce Management 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 Workforce for Workforce Management include: Hotmart, a Netherlands based Professional Services organisation with 6100 employees and revenues of $1.10 billion and many others.
Contact us if you need a completed and verified list of companies using Zendesk Workforce, 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 Workforce 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!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
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Hotmart | Professional Services | 6100 | $1.1B | Netherlands | Zendesk | Zendesk Workforce | Workforce Management | 2020 | n/a |
In 2020, Hotmart implemented Zendesk Workforce to centralize capacity planning and scheduling across its global customer experience organization. The deployment positioned Zendesk Workforce within Hotmart’s broader Zendesk environment, alongside Zendesk AI and Zendesk Quality Assurance, to manage high volume synchronous channels such as WhatsApp, chat, and email while also supporting internal service workflows. This implementation targeted the Workforce Management category to convert manual staffing and forecasting into disciplined, repeatable processes.
Configuration emphasized demand forecasting and shift planning, with a focus on schedule optimization, intraday visibility into queues, and automation of work assignment to frontline agents. Zendesk Workforce was configured to translate predicted demand from product launches and marketing campaigns into staffing plans, enabling predictable coverage for peaks and campaign driven surges. The implementation layered AI assisted classification and knowledge surfaced to agents to reduce handling time and improve first contact resolution.
Integrations were executed by embedding Zendesk AI into Hotmart’s broader technology ecosystem to classify requests, anticipate needs, and accelerate agent responses without degrading accuracy. Knowledge management was enforced as a system of record feeding both agent guidance and AI models, and Zendesk Quality Assurance was applied to evaluate 100 percent of human interactions and to monitor AI performance by contact reason. Operational coverage included global producer and consumer support workflows and internal IT and HR service desks used by employees across regions.
Governance changes formalized quality as a continuous discipline, establishing processes for knowledge curation, AI input controls, and routine QA reviews to align human agent work with machine assistance. Workforce Management shifted ownership from manual planners to a centralized operations function that used forecasting outputs and real time queue metrics to adjust staffing and schedules. Hotmart also institutionalized CX data sharing with product and sales teams to surface ticket trends, CSAT signals, and user segmentation for cross functional improvement.
The program delivered explicit operational outcomes that Hotmart reported, including 80 percent of creator contacts routed through synchronous channels, a sustained 90 percent first response SLA across channels throughout 2025, and overall CSAT in the 85 to 90 percent range with synchronous channel CSAT above 90 percent. Zendesk Workforce and complementary Zendesk capabilities enabled consistent SLAs, high CSAT, and an ability to absorb volume volatility while keeping human interactions under continuous QA review. This implementation reflects a Workforce Management approach that coordinates forecasting, scheduling, quality assurance, and AI driven workflows to support scale in the creator economy.
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