Zendesk Chat Sees 40 Percent Year-On-Year Growth of Completed Chat Interactions Globally, With the Team Now Expanding Its Role to Drive Development of the New, Innovative Agent Workspace

Zendesk Singapore, the APAC headquarters for the global service-first CRM company based in San Francisco, has played a pivotal role in the global development of new features of the expanded Support Suite announced, that enables companies to take a conversational approach to customer experience regardless of channel.

The Singapore office, which also serves as the brand’s Asia Pacific Commercial Headquarters, has led the end-to-end development of Zendesk Chat since April 2014. It is currently the second-most used live chat widget worldwide, seeing 12 billion unique visitors in 2019, which represents a 30 percent year-on-year growth. This translates to completing more than 275 million customer interactions via chat in the same period.

Spearheading the company’s strategy to foster a globally distributed development model for product engineering and innovation, the growing Singapore team is part of Zendesk’s initiative to be a billion-dollar company this year.

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Abhishek Deshmukh, VP of Engineering & MD Singapore, Zendesk: “The Zendesk Chat product is completely developed in Singapore with the entire cross-functional product development team co-located here. The team has deep expertise in building products for real-time communication at scale, which is evident with the success of the Zendesk Chat product globally. With Singapore as a regional hub, and tapping into the skills and talents of our global team, allows us to power real-time conversational experiences for our customers across our offerings.”

Working closely with Zendesk’s product and engineering teams in San Francisco, Dublin, Melbourne, Montreal, and Copenhagen, the Singapore team has been instrumental in the development of the new, innovative agent workspace. This provides support agents with the relevant context and tools whether the customer calls, emails or messages, allowing them to continue the conversation on the channel that suits their needs and preferences. Additionally, businesses can provide individualized service by surfacing contextually relevant information from external data sources in Sunshine, Zendesk’s open and flexible CRM platform built on Amazon Web Services (AWS).

To help companies connect and understand all their customer data, Sunshine Custom Events, Unified Profiles, and the AWS Events Connector were also announced as new functionality for Zendesk Sunshine.

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In addition, the Singapore team will continue to work on enhancing the scalability and reliability of Zendesk Chat as a key solution within its service-first CRM Support and Sales Suites to best serve the needs of commercial and enterprise customers.

These new innovations showcase the Singapore team’s direct contribution to the creation and launch of global products that are helping companies of all sizes and industries around the world and reinforcing Singapore’s position as a global technology and innovation hub.

“As consumers demand convenience and a more streamlined experience, enterprises must adopt more sophisticated technology to provide this. Forward-thinking and CX-focused brands like StashAway, for example, are seeing 50 percent of incoming customer enquiries now solved via WhatsApp. Rapidly evolving customer expectations coupled with the expertise and adaptability of Zendesk’ product teams in Singapore should nicely set us up for continued innovation and development of our service-first CRM solutions,” said Deshmukh.

As part of the company’s commitment to boost digital and tech talent, Zendesk renewed its partnership with the Economic Development Board (EDB) in September last year. As a result, Zendesk is looking to double its local product and engineering teams in the market over the next three years, and continues to be a key player in the expansion and growth of Singapore’s digital and tech talent pools.

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