Case Study: Zendesk achieves increased upgrades and 80% daily analytics adoption with GoodData

Monetizing Analytics for a New Era of Customer Service

Zendesk, used by 40,000+ companies to manage customer service, needed deeper reporting to help customers understand interactions and support workflows. In 2011 the company determined advanced analytics would be key to converting trials to paid plans, but building the architecture in-house was cost-prohibitive, so they selected GoodData as a cloud partner.

GoodData built and embedded Advanced Analytics into Zendesk’s UI in 90 days, creating a seamless, distributable analytics experience that became the primary value-add for Plus and Enterprise plans. The feature is now the #1 reason customers upgrade and is used daily by 80% of Plus and Enterprise customers, increasing adoption, stickiness, and premium revenue while reducing churn.

Zendesk

Sam Boonin

Vice President of Products