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Single-Page Design, New Face of Customer Support

Posted on 9.16.2012

The sleek interface synonymous with some of the best social media and consumer applications has come to customer service software. Zendesk, Web-based help desk and support ticket software, recently announced its biggest redesign in the company’s history. The simplicity of the revamp is one others might want to consider. 

“The primary benefit of single-page design is performance,” said Adrian McDermott, Zendesk’s Senior VP of Engineering and Product Development. “There is a significant decrease in the number of pages and information that needs to be loaded from the server as the user navigates the application. The entire page isn't refreshing, only the most relevant pieces of information is. This enables a snappy experience as agents navigate through their workflow.”

Zendesk’s redesign has been in the works for two years, with the focus on keeping things simple by reducing the number of menus and clickable options available to the user at any given moment. However, customer service agents are in control of how many tasks they want open, enabling them to view several service inquiries at once. They can also flip back and forth between the a number of different pieces of information, such as the history of customer's issue, the details of a customer's organization, all of which can be updated while the inquiry is still active and appearing in the current view. 

“A customer service agent can keep flipping tabs and looking at a specific inquiry and have more information at their fingertips, in-context,” said McDermott. “The tools we are giving an agent enhances their ability to provide customer service with great context about the customer, in real-time.”

With Zendesk’s redesign, the five-year-old company also announced the completion of $60 million of new financing, which was led by Redpoint Ventures with participation by Index Ventures, GGV Capital, Goldman Sachs, Silicon Valley Bank and the company’s existing venture capital investors including Charles River Ventures, Benchmark Capital and Matrix Partners. 

“We believe Zendesk is one of the most innovative SaaS companies in the industry,” said Satish Dharmaraj, General Partner with Redpoint Ventures. “The enterprise software industry is seeing a huge shift to the cloud. Zendesk has proven itself as a leader in this transition, with stellar performance in the customer service sector and they are poised for phenomenal growth.”

The $60 million should definitely help Zendesk meet that prediction.

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