Why We Recommend Zendesk: The Omnichannel Solution Tech Leaders Can’t Afford to Ignore

Jon Phillips
May 1
2 min read

Agile Innovation Group recommends - Zendesk

In today's hyper-connected world, customers don’t just want fast support they expect seamless support. And if you're scaling a tech business, the stakes are even higher. Your support stack needs to keep pace with product growth, user demand, and rising expectations.

At Agile Innovation Group we’ve helped fast-moving tech firms streamline their customer service operations. One tool we consistently recommend. Zendesk. Here’s why.

The Case for Omnichannel Is No Longer Up for Debate

A few years ago, offering email support was enough. Today? Not even close.

✅ 61% of customers say they’re less patient with customer service than five years ago

✅ Customers now expect to switch between channels, chat, phone, email, social without repeating themselves

✅ The average consumer uses 5+ communication channels daily and expects brands to keep up

Zendesk’s omnichannel capabilities allow support teams to meet customers where they are and more importantly, to deliver a consistent, context-aware experience.

Zendesk Delivers Measurable ROI

According to the Zendesk Benchmark (based on 45,000 companies):

31% faster first resolution times
39% shorter customer wait times
13% fewer replies needed to solve a ticket
16% quicker first response time

Companies that adopt Zendesk’s integrated approach outperform those using disconnected or siloed tools. That’s not just better CX it’s - operational efficiency at scale.

How We Help You Succeed with Zendesk

We’re not a one-and-done consultancy. We walk with you from vision to implementation and aftercare.

Assess your current service ops and KPIs
Map and optimise your customer journey
Configure Zendesk’s full suite (Support, Chat, Talk, Guide)
Train your agents, build knowledge bases, integrate third-party tools
Provide ongoing support, reporting, and iteration

Ready to Level Up Your Support?

If your team is struggling with:

❌ Long ticket queues

❌ Fragmented support tools

❌ Low CSAT

❌ Scaling pains

We can help. Zendesk isn’t just software, it’s the infrastructure for great customer experiences. And with our guidance, you’ll get every ounce of value from it.

Let’s build a customer support operation that scales with your ambition.