SC

Strategy Canon

Zendesk: sourced choices

24 product and go-to-market choices, oldest first. Back to the case study

  1. 2007Product · Initial product The founders developed a simpler hosted customer-support product. ZE3
  2. 2010-05-20Go_To_Market · Pricing reversal After customer objections, the company rolled back the proposed changes for existing customers. ZE8
  3. 2014-04Product · Shared ticket record Email, chat, voice and social interactions could become tickets in one interface. ZE1
  4. 2014-04Product · Business rules Triggers and time-based conditions automated support workflows. ZE1
  5. 2014-04Product · Recommended defaults The platform provided preconfigured business rules as starting practices. ZE1
  6. 2014-04Product · Help center Organizations could publish branded self-service content and knowledge bases. ZE1
  7. 2014-04Product · Customer context Custom user and organization fields supported customer-specific workflows. ZE1
  8. 2014-04Product · Reporting Dashboards exposed response time, volume and other service metrics. ZE1
  9. 2014-04Product · API access APIs connected support work to customer, employee and other application data. ZE1
  10. 2014-04Product · Internal participation Light agents could view and privately comment on customer interactions. ZE1
  11. 2014-04Product · Mobile agents Native apps let agents respond to requests on mobile devices. ZE1
  12. 2014-04Product · Chat acquisition The company had acquired Zopim and offered its chat product separately while planning deeper integration. ZE1
  13. 2014-04Go_To_Market · Trial Prospective customers could use a limited-time free trial. ZE1
  14. 2014-04Go_To_Market · Online purchase Customers could subscribe with a credit card without direct sales contact. ZE1
  15. 2014-04Go_To_Market · Agent pricing Subscription plans charged per agent, with different levels of functionality and support. ZE1
  16. 2014-04Go_To_Market · Monthly or annual terms Customers could purchase monthly or annual subscription plans. ZE1
  17. 2014-04Go_To_Market · Transparent packaging Plan information was publicly available on the website. ZE1
  18. 2014-04Go_To_Market · Inside sales Regional inside sales teams qualified, retained and expanded accounts. ZE1
  19. 2014-04Go_To_Market · Field sales A developing field team pursued larger organizations and cross-department expansion. ZE1
  20. 2014-04Go_To_Market · Enterprise support Higher plans included round-the-clock support or dedicated account management. ZE1
  21. 2014-04Go_To_Market · Services Professional services sold implementation, process mapping, migration and integrations separately. ZE1
  22. 2014-04Go_To_Market · Training Zen U offered online, event and on-site courses tailored to user roles. ZE1
  23. 2014-04Go_To_Market · Channel partners Referral, reseller and implementation partners supplemented direct sales; their revenue contribution was still small. ZE1
  24. 2017Product · Channel integration Box replaced SnapEngage with Zendesk Chat to reduce the number of tools and metrics its agents handled. ZE5