Case Study: Zendesk achieves global voice support for customers with Twilio

How Zendesk gave Voice to Customers in 40 Countries and Counting

Zendesk, the customer service software provider, wanted to expand beyond digital channels by adding voice support to its platform. Its challenge was to make phone support as easy, integrated, and cost-effective as email or chat while scaling globally for customers in many countries. Twilio provided the voice infrastructure and API needed to bring VoIP into Zendesk Voice.

With Twilio, Zendesk launched voice quickly and without building heavy backend systems, enabling browser-based calling, fast setup, customer context on incoming calls, and pay-as-you-go pricing. The result was a global voice offering in 40 countries, with millions of minutes handled every month, plus faster onboarding, easier configuration, and more seamless customer support. Twilio helped Zendesk turn voice into a scalable part of its multichannel customer experience.

Zendesk

Mikkel Svane

Chief Executive Officer and Founder