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Forrester Consulting TEI study evaluates the ROI of Zendesk
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Definition + how to improve</p></span></a></li><li><a href="/blog/ticketing-system/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 kJsXzP SubmenuListstyle__BlockLink-sc-z7oeax-0 gckoPG" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">What is a ticketing system? (+3 ways companies use them)</p></span></a></li></ul></div></div></div><div class="StyledCol-sc-inuw62-0 coApmP Gridstyle__Col-sc-1uhmtis-2 MenuListstyle__MenuItem-sc-1i4som4-2 hmvmFG dYiCpQ" data-garden-id="grid.col" data-garden-version="8.76.2"><a href="/blog/tags/executive-insights/" data-interaction-type="link-inline-primary" tabindex="0" data-location="navigation" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD MenuListstyle__PrimaryLink-sc-1i4som4-0 dkUFpo" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Executive insights</a><div rows="4" class="MenuListstyle__DropdownMenu-sc-1i4som4-1 btxAea"><div><ul><li><a href="/blog/tags/customer-service-trends/" data-interaction-type="link-primary" data-location="navigation" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 kJsXzP SubmenuListstyle__BlockLink-sc-z7oeax-0 gckoPG" data-garden-id="buttons.anchor" 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class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Logostyle__LogoLink-sc-1uio3uc-3 hfWedq" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span style="font-weight:default" class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI Logostyle__LogoHeading-sc-1uio3uc-6 fwFwMP">Zendesk blog</span></a></div><div class="StyledCol-sc-inuw62-0 eHkYmh Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="MobileNavbarstyle__MenuWrapper-sc-lh7jwa-5 gfYwcv"><button class="MobileNavbarstyle__SearchButton-sc-lh7jwa-13 dEtJSL"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" theme="[object Object]" class="MobileNavbarstyle__SearchIcon-sc-lh7jwa-11 hWIFoa"><path d="M6 12c-3.3 0-6-2.7-6-6s2.7-6 6-6 6 2.7 6 6-2.7 6-6 6M6 2C3.8 2 2 3.8 2 6s1.8 4 4 4 4-1.8 4-4-1.8-4-4-4m9 13-5-5zm0 1c-.25 0-.5-.1-.7-.3l-5-5c-.4-.4-.4-1 0-1.4s1-.4 1.4 0l5 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Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bLyxSP Gridstyle__Col-sc-1uhmtis-2 Basestyle__BaseColTextRoot-sc-3zktjg-2 hmvmFG eEwYbU" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Forrester Consulting TEI study evaluates the ROI of Zendesk</h1><div class="sc-b4fd687b-9 fqoGvv"><a target="_blank" rel="noopener noreferrer" href="https://d1eipm3vz40hy0.cloudfront.net/0122- Forrester TEI Study One-pager_AE-en-GB.pdf" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download now<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div><div class="StyledCol-sc-inuw62-0 hNuVsR Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ForresterTEI.png" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-b4fd687b-1 bEEqbX kjpIMx" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realise by deploying Zendesk. To better understand the benefits, costs and risks associated with this investment, Forrester interviewed seven Zendesk customers. In this study, Forrester lays out the benefits and costs of Zendesk, with the analysis pointing to benefits of $31.2m over three years versus costs of $8.1m, adding up to a <strong>net present value (NPV) of $23.1m and an ROI of 286% for a composite organisation.</strong> 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 wasted employee effort.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits outweighed costs in the following areas:</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">After the investment in Zendesk, the customers were able to quickly modernise their customer support. Key results from the investment include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">rapid, effective implementation and onboarding</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">increased visibility</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">easy integrations with existing solutions</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">the ability to quickly and simply add additional channels</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">the ability to automate time-consuming tasks</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Read about the potential return on investment from implementing Zendesk in <em><strong>The Total Economic Impact™ of Zendesk for Enterprise</strong></em>, a December 2021 commissioned study conducted by Forrester Consulting on behalf of 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