A review how Zendesk - a provider of a SaaS - evolved from a Help Desk 2.0-Tool to a full fledged Customer Service Software with more than 25.000 customers. See how the company shaped its brand and USP via its website from 2007 until today.

1. From „Help Desk 2.0“ to
„Customer Service SW“
Case Study on Zendesk
André Christ, March 2013

2. > 25.000
# Customers
> 15.000
> 10.000
> 5.000
2008 2009 2010 2011 2012 2013
Source: http://www.zendesk.com, http://web.archive.org

3. From „Help Desk 2.0“ to „Customer Service SW“
2008 2009 2010 2011 2012 2013
Help Desk 2.0 On-Demand Web-based Web-based Multi- Customer
Customer Customer Help Desk channel Service SW
Support Tool support SW SW Customer
Service SW
Unique Selling Proposition
No downloads. For any Agile, smart, Agile, smart, Powerful – yet Go from
No install. company, convenient. convenient. simple. chaos to
No worries. large or small. ZEN.
Source: http://www.zendesk.com, http://web.archive.org

4. The Help Desk, ITIL and Getting Things Done
“Many of the businesses you know follow ITIL best practices, and
while Zendesk is designed to accommodate these practices, we’ve
also taken the route of simplifying or at least open up customer
support to more lean and nimble ways of dealing with customer
issues. ITIL was created with IT help desk needs in mind, and the role
of IT has changed dramatically recent years with the introduction of
cloud services, outsourcing and last but not least increased
consumerization.”
Source: http://www.zendesk.com/blog/help-desk-and-getting-things-done

5. What Uniqueness Value Adressed Pain
2008
Source: http://web.archive.org/web/20080706053734/http://www.zendesk.com/

6. What Uniqueness Value Adressed Pain
2009
Source: http://web.archive.org/web/20090703115217/http://www.zendesk.com/

7. What Uniqueness Value Adressed Pain
2010
Source: http://web.archive.org/web/20100830021803/http://www.zendesk.com/

8. What Uniqueness Value Adressed Pain
2011
Source: http://web.archive.org/web/20110614211517/http://www.zendesk.com/

9. What Uniqueness Value Adressed Pain
2012
Source: http://web.archive.org/web/20120715064332/http://www.zendesk.com/

10. What Uniqueness Value Adressed Pain
2013-A
Source: http://www.zendesk.com

11. What Uniqueness Value Adressed Pain
2013-B
Source: http://www.zendesk.com