Foundation, Internal Innovation and Acquisitions

A bit of context about Zendesk

Foundation, Internal Innovation and Acquisitions

Our overview of what Zendesk® does and how it works begins with its evolution from a niche ticketing and helpdesk Danish vendor (Support) for emails and web forms (Web Widget) into a NYSE traded corporation of an Omnichannel Customer Experience Suite:

  • Guide (Help Center, Knowledge Base, Customer Portal and Answer Bot)
  • Gather (Forum and Communities)
  • Chat (formerly Zopim)
  • Talk (module developed on Twilio)
  • Instant Messaging (WhatsApp, Facebook Messenger & more)
  • Social Media & Networks (FB, Twitter & more)

The previous portfolio is complemented by the reports and dashboards of Explore (formerly BIME), the Sales Automation of Sell (formerly base CRM), and an extense marketplace with hundreds of Apps connecting Zendesk® with other types of SaaS (Productivity, Ecommerce, Analytics, Collaboration, Project Management, Knowledge, Telephony & CTI providers, Social Media, Marketing, or Quoting & Billing) to get the best of each one.

Agent Workspace for Zendesk<sup>®</sup> Suite with some Integration Apps (Shopify, Mailchimp, Jira) from the marketplace

This journey of internal innovation and acquisitions is strengthened by the CRM Platform offering with Sunshine (custom objects, custom events and unified profiles) and Sunshine Conversations (APIs to send and receive messages on any channel via Zendesk® and other SaaS). The latter is also known as SunCo and is coming from an acquisition (Smooch) as well.

From its beginnings to its current roadmaps, Zendesk® has always been focused on making it easy for agents to use it and administrators to configure it. This SaaS provider also learns and tests a lot using its own Software modules to serve different sized customers across many industries and geographies.

By working with us, you will benefit from:

15+ years of experience building web platforms
10+ years of experience as software consultants
Internal Knowledge of Zendesk® as a corporation
Knowledge of Zendesk®´s best practices
Agile development practices
Great process flexibility
Budgeting per project or per hour



Guillermo Prieto

Customer Experience Leader

Ex Zendesk© employee.
+10 years of experience in CRM & CX.
MSc, Management of Information Systems master degree.

guillermo@respirainternet.com
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César Chas

Technology Leader

15+ years of experience as a web & SaaS developer.
Certified Zendesk© consultant and developer.
Enterpreneur, economist, and full-stack developer.

cesar@respirainternet.com
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