A specialist agency for the Zendesk customer support platform
We're Zendesk experts with 10 years of experience of maximising Zendesk's features for customer support and customer experience teams around the world.
Leading financial services, eCommerce and technology businesses trust us to automate and optimise their customer support
Expert Zendesk Agency
Getting the most out of your Zendesk setup and platform migration
They set up the basic Zendesk ticket system and help centerMost companies use 20-30% of Zendesk’s full capabilities. They set up the basic Zendesk ticket system, help center and the basic Zendesk livechat, but miss out on the advanced features that could transform their customer experience. Better still, they can replace other software platforms they are using for CRM and marketing automation. That’s where the value of a specialist Zendesk consultant comes in.
Zendesk offers a wide variety of advanced AI and automation features in it’s customer support suite:
- AI Agents (Essential and Advanced)
- Zendesk Resolution Platform
- Copilot for agent assistance
- Agentic AI with OpenAI integration
- Knowledge Graph and Knowledge Builder
- Advanced analytics and insights
- Action Builder (no-code automation)
- Generative Search and AI-powered answers
- Intelligent triage and routing
- Voice transcription and summarization
- Multi-channel support (Email, Chat, Voice, WhatsApp, SMS)
- Quality assurance and compliance tools
- CS and CX experts for blue chip and startup clients
- 10 years of Zendesk platform experience
- Clients in regulated industries
10 years of Zendesk Platform Experience
Expert Zendesk Consultants
We’ve been building and managing Zendesk workspaces since 2015, when we started migrating clients from legacy platforms. We’ve witnessed first hand the platform’s development and evolution.
Integrate hundreds of platforms ito your Zendesk workspace:
Expert migrations from Intercom, Freshdesk, Zoho and Hubspot Service Desk to Zendesk
If you have an existing customer support platform (and/or CRM) integration, the idea of migrating everything – data, documentation and stakeholders – can seem daunting. But, with expert guidance, the process can be swift and efficient. Not only that, there is the opportunity to maximise value from day one on Intercom and train all stakeholders to make the best use of all relevant features and potentially save costs and human resource.
Zendesk vs Intercom, Freshdesk, Zoho Desk and Hubspot Service Hub – which is best?
Whether you are looking to select a customer support or customer service (or “customer engagement”) platform for the first time, or migrate to a new one, there are myriad factors to consider, like costs and ease of use. However, the major platforms are competing most of all on automation and AI agent features.
What Zendesk’s AI agent offers:
Automation Rate: 80%+ with advanced setup
Initial Automation Rate: 30% automation with basic connection to Knowledge Base
Email Automation Rate: 50%+ of email interactions
Advanced Features: Agentic AI with reasoning and planning
Why you should use EC4C for your Zendesk setup or migration
We’ve used Zendesk for our own businesses, not just for clients
We've used Zendesk in our SaaS businesses for years, so we have years of first hand operator experience.
We can assess your Zendesk workspace (or migration) free of charge
We offer a free audit of existing Zendesk workspaces, and audits of platform migrations (i.e. you want to move to Zendesk).
We work on fixed quotes and prioritise cost savings wherever possible
We like fixed project costs and well defined deliverables, and so do our clients.
We are ISO 27001 and ISO 9001 certified
We care about security and integrity of systems and data. We can also help answer stakeholder questions on privacy and security related to Zendesk.
Expert Zendesk services:
- Migration to Zendesk from other customer support platforms like Intercom, Freshdesk, and Hubspot Service Hub
- Implementation of a fresh Zendesk workspace
- Engineering liaison for data sync and management
- Integration of 3rd party platforms like CRM or payment platforms
- Data consultation on how custom fields and triggers can be used in the system
- Privacy and legal liaison for data protection, AI/LLM approval
- Zendesk email campaign design and strategy
- Trigger-based automations and workflows
- Design and templating
- Communications consent/permissions design and management
- Customer Satisfaction Score (CSAT), survey campaigns via email
- Help Center optimization and Knowledge Builder setup
- AI Agents implementation (Essential and Advanced)
- Zendesk Resolution Platform setup
- Human agent routing, triage and groups management
- Human agent macros, shortcuts and productivity tools
- Voice channel setup and transcription
- Human agent Zendesk training
- Reporting
- Benchmarking and SLAs
Zendesk FAQs:
There are cheaper platforms than Zendesk, but we would only consider Zendesk expensive if underutilised. If it is properly used, in fact it can work out much cheaper than paying for multiple platforms, for example Zendesk + Salesforce or Zendesk + Mailchimp. Zendesk can take on functionality of your CRM or marketing platform with its comprehensive features. However, the Advanced AI add-on and per-resolution pricing can add up for high-volume teams. It's worth consulting with an expert on optimizing costs.
Zendesk is generally a very intuitive platform to use for customer support agents, and many familiar features are present. To get the minimum 20-30% out of Zendesk is very straightforward, but to maximise the value and usefulness of all the AI agents, Action Builder automations, and advanced features, specialist expertise or consultancy is often sought.
We would always say that Zendesk is only as powerful as the data you feed it. Zendesk's most powerful automations work best when using a rich and accurate source of data – that is to say the custom fields, tags, and user data that you give it. There are a variety of ways to push data to Zendesk through APIs and integrations, but you need to consider how you will maintain, update, and (if necessary) delete that data so Zendesk stays up to date and truthful.
Zendesk's survey functionality includes Customer Satisfaction (CSAT) surveys that can be sent after ticket resolution. For more advanced survey needs like NPS, you can integrate with third-party survey tools or use Zendesk's marketplace apps. The platform's strength lies in tying survey responses directly to tickets and agent performance metrics.
Zendesk offers special pricing for eligible startups and small businesses through various partner programs. These can include significant discounts for the first year. We have helped many startups access these programs and can guide you through the eligibility requirements and application process.
Zendesk's automation is incredibly powerful with the new Action Builder providing no-code workflow automation. Combined with AI Agents that can handle up to 80% of tickets autonomously, intelligent triage, and the ability to integrate with hundreds of platforms, Zendesk can dramatically reduce manual work. Most businesses only scratch the surface of these capabilities.
Zendesk's AI agents currently use OpenAI's GPT models (GPT-3.5, GPT-4, and GPT-4o mini) through their partnership announced in 2023. The platform uses these models for features like generative replies, summarization, tone adjustment, and the advanced reasoning capabilities in their agentic AI architecture.