Zendesk today announced an expansion of its enterprise offering to address the growing need for a modern customer service platform at large organizations. It launched an upgraded Enterprise Elite pricing plan that provides dedicated support, service-level guarantees and enterprise-specific product features, as well as created its first dedicated enterprise team and four adoption paths that use best practices and the unique Zendesk Benchmark to guide rapid customer service improvement.
Up until now, Zendesk’s customers have tended to come from the small to medium business space, but the company hopes to get a piece of the larger, more lucrative enterprise market by creating a program aimed specifically at larger companies, opportunities they used to cede to larger competitors. Marcus Bragg, who is Zendesk’s senior vice president for worldwide sales and customer success, says the company has seen growth in larger deals recently and this has given them the impetus to go after more larger enterprise customers. Citing internal statistics, Bragg said that by the second quarter of this year, 23 percent of Zendesk’s monthly recurring revenue came from customers with more than 100 seats and total revenue from companies with 100+ seats doubled between the second quarter 2013 and second quarter 2014. That growth gave them the confidence to go after larger deals they might have left to larger players like Oracle or Salesforce.com in the past -and prompted them to create a program aimed specifically at these larger customers.