Ir al contenido principal

Article 2 min read

Zendesk update: staying safe and working for you

Por Tom Keiser, Chief operating officer

Última actualización en September 21, 2021

Zendesk is closely monitoring the COVID-19 (novel coronavirus) situation as it evolves rapidly around the world. We are prepared for a wide range of outcomes and our top priorities are to keep our 3,500 employees safe and to support the over 155,000 companies—and their customers—that depend on Zendesk.

Our Business Continuity plan, which was created for situations such as this, is designed to allow Zendesk services and business operations to function optimally during these kinds of adverse situations.

Looking ahead

To our customers, we want to acknowledge that this is a difficult time and we will continue to put you at the center of everything we do. You can expect the same level of support as always. Your communications will be responded to, questions answered, and issues resolved. Our workforce is enabled to work remotely, so you can count on us to be available to you when you need us, just virtually. This will of course continue as municipalities around the world begin to place temporary restrictions on travel and close public venues.

As a cloud-based solution, Zendesk can be accessed anytime from anywhere, so you can continue to provide great support to your customers even if you begin to initiate your own work from home policies.

Beyond that, we’ve invested heavily in building a robust infrastructure to ensure a high-level of consistent reliability.

What is Zendesk doing right now?

In response to COVID-19, we have implemented the following high-level strategies:

  • 24/7 global monitoring of impacts related to the COVID-19;

  • Daily COVID-19 health, safety, and business continuity response team communications since January 27, 2020;

  • Daily Business Continuity strategy meetings;

  • A temporary focus on virtual events, such as Relater on March 24th, instead of in-person events and conferences;
  • Implementation of mandatory travel restrictions and work-from-home for all global Zendesk offices;

  • Validation of the capacity of significant partners that support our day-to-day ability to maintain a remote workforce.

Taking care of our employees

In an effort to keep Zendesk employees safe, Zendesk has initiated a temporary restriction on all business travel. Although we love meeting face to face with our customers, partners, and prospects, we feel this is the right thing to do until such time as it’s safe to travel again. Until then, we will be using all tools at our disposal to maintain the relationships that have been vital to Zendesk.

Working with non-profits

In an effort to help non-profits and community organizations impacted by COVID-19, Zendesk’s Tech For Good program will donate free software and support to help manage volunteering, relief efforts, home assistance, and more. Apply here.

Relatos relacionados

1 min read

Dispatch from the frontlines of critical customer service—with the International Rescue Committee’s Andre Heller

For World Refugee Day, we sat down with the IRC's Andre Heller to learn how his team uses Zendesk to scale their global response efforts.

2 min read

Early insights from our AI implementation journey—with Zendesk’s Steven Warfield

With AI transforming the world of CX, Zendesk’s VP of Customer Service shares how we’re navigating big changes for our own internal teams—and what excites him about the future.

2 min read

Building AI-powered experiences for humans—with Upwork’s Brent Pliskow

With AI at the heart of their support operation, Upwork is raising the bar for their customers and their internal teams.

1 min read

Lessons from an AI success story—with XP’s Guilherme Kolberg

Hear how one of Latin America’s largest investment firms is leveraging AI to improve their customer experiences and already seeing results.