Forrester Consulting TEI study evaluates the ROI of Zendesk
Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying Zendesk.
To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed eight decision-makers across seven organizations.
In this study, Forrester lays out the benefits and costs of Zendesk, with the analysis pointing to benefits of $30.9M over three years, adding up to a net present value (NPV) of $23.2M and an ROI of 301% for a composite organization with payback in under six months.
Prior to using Zendesk, the customers Forrester interviewed struggled with non-scalable systems that limited their ability to grow and a lack of channels to provide customer support. Agents lacked visibility into customer issues, and managers lacked visibility into where agents were needed most. These limitations led to stifled growth, inflexibility, and low customer satisfaction.
Benefits outweighed costs in the following areas:
After the investment in Zendesk, the customers were able to quickly scale and modernize their customer support. Key results from the investment include:
- rapid, effective implementation and onboarding
- increased visibility
- easy integrations with existing solutions
- the ability to quickly and simply add additional channels
- the ability to reduce contact rate and automate time-consuming tasks
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