Case Study: Outreach accelerates sales cycles and support with Zendesk Messaging

Accelerating sales cycles and support with Zendesk and Tray.io

Outreach, a sales engagement platform, needed a support solution that could keep up with rapid growth, improve visibility into ticket status, and speed up response times. After comparing options, the company chose Zendesk Messaging, along with Zendesk Support, Chat, and Guide, to deliver omnichannel customer service and a stronger self-service experience.

Zendesk Messaging helped Outreach integrate support with Salesforce, JIRA, Slack, and Tray.io to automate routing and surface customer context for agents. The result was better SLA performance, including a 98% adherence to a one-hour email SLA, 30-minute average email first response time, and 30,000 monthly Help Center visits, while also improving self-service and reducing manual work for support teams.

Outreach

Ruth Frantz

Director of Technical Support