Case Study: Zendesk achieves seamless omnichannel support and global telephony with Twilio

Why zendesk’s mindful approach to customer service is a breath of fresh air

Zendesk, a leading customer engagement platform, faced record‑high ticket volumes and the challenge of turning chaotic help‑desk interactions into clear, relationship‑focused support. As customers demanded faster, more consistent experiences across channels, Zendesk needed to evolve from a pure ticketing system into an omnichannel service platform that lets agents efficiently manage conversations and build meaningful customer relationships.

Zendesk answered by developing the Zendesk Suite and integrating Twilio Programmable Voice alongside SMS, email, chat and social messaging, so agents see full interaction history and can move seamlessly between channels. The result: more contextual, efficient support; better agent ambidexterity; reliable remote operation through COVID‑19; and strengthened market leadership with a roadmap toward worldwide telephony.

Zendesk

Neil Weldon

Senior Director of Product