Business Platform
Zendesk
Streamline maintenance, reduce costs, accelerate customer service resolution
Brand
By migrating from the on-premises API to the Cloud API on the WhatsApp Business Platform, global customer support service provider Zendesk has been able to eliminate the WhatsApp hosting fees they previously charged to customers, improving service with accelerated ticket resolution times, and growing business demand for WhatsApp.
100%
of activation costs eliminated for Zendesk customers using WhatsApp
90%
engineering time and effort eliminated from infrastructure maintenance by migrating to Cloud API
2X
increase in message output per second
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
Their Story
Intelligent support
Zendesk is a service and sales software company that makes it easy for companies and customers to create connections. Its products power billions of customer conversations around the world. By focusing on simplifying complexity and increasing efficiency, Zendesk helps businesses move fast and adapt to changing customer needs and expectations.
Their Goal
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Better service, streamlined maintenance
Zendesk wanted to remove pricing barriers for customers to access business critical channels while continuing to provide great customer experiences by reducing the number of support tickets and accelerating their resolution. At the same time, the company wanted to simplify IT maintenance, eliminate scaling limits imposed on its customers, and free up its developers to work on more strategic activities, such as ensuring system reliability.
Their Solution
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Zendesk’s migration to the Cloud API
On-premises hosting can be costly and often requires process-heavy, time-consuming, complex logistics to manage platform updates. Zendesk welcomed the opportunity to migrate to the Cloud API on the WhatsApp Business Platform to provide a simpler, more cost-effective way to serve customers' businesses at scale.
Before the switch, Zendesk customers had to pay a monthly fee per phone number using WhatsApp, and the performance for enterprise customers maxed out at 50 messages per second. Many customers were managing WhatsApp interactions separately from the rest of their customer engagement channels, and support tickets were more complex to solve.
Since the migration to the Cloud API, customer issues are now simpler to resolve. The team eliminated 90 percent of the engineering time and effort previously needed to maintain infrastructure by migrating to Cloud API. Zendesk’s team of developers who were dedicated to hosting WhatsApp on premises are now available to work on other projects.
“By migrating to Cloud API on the WhatsApp Business Platform, I can worry a lot less about uptime, and focus on delivering great features. At Zendesk we are also able to pass cost savings on to our customers. I love being able to now tell them that setting up WhatsApp only takes a few clicks - just like sending a message."
Stephanie Langlois
Product Manager
With the Cloud API, Zendesk also eliminated 100 percent of activation costs for their WhatsApp users as well as the former per-phone number pricing, and passed these savings onto their customers. Now, businesses only pay per message or conversation and can increase messaging performance by doubling the number of messages sent per second. Bundling WhatsApp into its suite of services helped the company increase WhatsApp adoption among new Zendesk customers by 300 percent.
“By migrating to Cloud API on the WhatsApp Business Platform, I can worry a lot less about uptime, and focus on delivering great features. At Zendesk, we are also able to pass cost savings on to our customers," says Stephanie Langlois, product manager at Zendesk. "I love being able to now tell them that setting up WhatsApp only takes a few clicks - just like sending a message."
Their Success
By migrating to the Cloud API, hosted by Meta, Zendesk reduced engineering effort to update infrastructure, grew the adoption of WhatsApp among its new customers, and lifted the cap on the number of messages that can be sent per second.
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Innovative support at speed
- 100% of activation costs eliminated for Zendesk customers using WhatsApp
- 90% engineering time and effort eliminated from infrastructure maintenance by migrating to Cloud API
- 2x increase in message output per second
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
Transform your business
WhatsApp Business Platform is for medium to large businesses who are looking to scale engagement of audiences, accelerate sales and drive better customer support outcomes.