Redefining Zendesk's customer care for the AI age

For over 15 years, we’ve built our reputation as a leader in great customer experiences, delivering powerful tools alongside exceptional care. We know that exceptional CX depends as much on the support you receive as on the product itself.

As business needs rapidly evolve, service leaders, like you, face higher expectations than ever before. Today’s customer service environment demands speed, flexibility, and intelligence. Service leaders are no longer just solving problems—they’re anticipating needs, personalizing experiences, and building loyal connections in real time. To keep pace, you need a partner that moves quickly and adapts continuously.

Serving approximately 100K customers ourselves, we understand the opportunities and uncertainties AI presents firsthand. This drives us to continuously explore, experiment, and test innovative solutions to stay ahead with you.

That’s why we’re excited to introduce a new chapter in Zendesk Customer Care—focused on faster resolutions, smoother onboarding, deeper expertise, and smarter AI-powered support to help you deliver exceptional service to your customers.

We’re listening and delivering

Over the past year, I carefully read every detailed response from our NPS survey, focusing on the valuable feedback behind the scores. I also personally connected with nearly 100 survey responders—from our smallest accounts to our largest—to hear their experiences firsthand and gain deeper insight. You shared that we can be slow to respond and that it can be difficult to reach technical experts. Your feedback has been heard and it drives how we operate every single day.

Throughout 2025, we’ve invested heavily in building smarter, more accessible support that moves at your pace and grows with you. Whether onboarding or scaling, we’re focusing on live support, expert access, and AI to help you get the most from Zendesk.

The feedback we’ve received is already making a tangible difference. Since these changes, we’ve seen meaningful improvements in our key metrics: Customer Satisfaction and Net Promoter Scores after interactions with our teams. These numbers reflect your growing satisfaction with the support and service you’re experiencing. Ultimately, this means faster, more effective assistance when you need it most—and that’s what truly matters to you. And we’re just getting started.

What’s new?

As part of our commitment to redefining Zendesk Customer Care, we’re rolling out innovative initiatives that continue to set the standard for exceptional customer support.

Here are a few initial initiatives designed to empower you to deliver outstanding service to your customers:

Instant, personalized help powered by AI

We understand waiting for support can be frustrating, especially when you need help immediately. That’s why we’ve upgraded our AI Agent, now named Zea, powered by our own AI Agents Advanced technology. Featuring enhanced agent-like capabilities, Zea is designed to increase immediate resolutions. Currently, these agentic AI experiences achieve a 65% average resolution rate (ARs) for the interactions they handle. Over the coming months, we will continue expanding these capabilities to deliver faster, smarter support to even more customers. If you’ve been frustrated in the past, try giving Zea a shot next time you need help from Zendesk.

Escalate to a human when you need it

Sometimes you need a live expert on the line—and for exactly those moments, we are expanding human coverage on accounts. We are bringing on more assigned account representatives, success managers, and teams focused on key tasks like onboarding with Zendesk. We also continue to offer our “Click-to-Callback” option in messaging, so you can skip long wait times and connect with a human agent on your schedule without repeating yourself. Complex issues escalate seamlessly from AI to live support, so you get consistency from start to finish.

You can call us

We’ve also re-introduced live-staffed phone support to provide immediacy, a personal touch, and faster resolution of complex issues. Customers can call our U.S. toll-free number at +1-888-851-9456 for real-time conversations that build trust and allow agents to troubleshoot efficiently. This option also offers an important alternative for customers who prefer speaking directly rather than using text-based channels.

The road ahead — growing together

Rather than approaching this as a one-time project or a simple box-checking exercise, we’re renewing our commitment to continuous innovation and evolving Zendesk Customer Care alongside you. We know we have more to do as we continue to improve our AI capabilities, increase the ways and times that you can get in touch, and ensure we have highly trained humans ready to help you on whatever needs you face. We’re doubling down on delivering faster, smarter, and more personalized support to help you succeed.

There’s much more to come, from a re-energized community, the return of live training, and more affordable access to enhanced technical expertise, all designed to grow with your needs. Because delivering better service is an ongoing journey—one we’re proud to take with you.