All Chat, More (Agent) Action: Zendesk Singapore Expands Global Engineering Role to Develop New Service-First CRM Offerings

Zendesk Chat sees 40 percent year-on-year growth of completed chat interactions globally, with the team now expanding its role to drive development of the new, innovative agent workspace

 

SINGAPORE – March 5, 2020 – Zendesk Singapore, the APAC headquarters for the global service-first CRM company based in San Francisco (NYSE: ZEN), has played a pivotal role in the global development of new features of the expanded Support Suite announced today, that enables companies to take a conversational approach to customer experience regardless of channel.

 

The Singapore office, which also serves as the brand’s Asia Pacific Commercial Headquarters, has led the end-to-end development of Zendesk Chat since April 2014. It is currently the second-most used live chat widget worldwide, seeing 12 billion unique visitors in 2019 which represents a 30 percent year-on-year growth. This translates to completing more than 275 million customer interactions via chat in the same period.

 

Spearheading the company’s strategy to foster a globally distributed development model for product engineering and innovation, the growing Singapore team is part of Zendesk’s initiative to be a billion-dollar company this year.

 

Abhishek Deshmukh, VP of Engineering & MD Singapore, Zendesk: “The Zendesk Chat product is completely developed in Singapore with the entire cross-functional product development team co-located here. The team has deep expertise in building products for real-time communication at scale, which is evident with the success of the Zendesk Chat product globally. With Singapore as a regional hub, and tapping into the skills and talents of our global team, allows us to power real-time conversational experiences for our customers across our offerings.”

 

Working closely with Zendesk’s product and engineering teams in San Francisco, Dublin, Melbourne, Montreal, and Copenhagen, the Singapore team has been instrumental in the development of the new, innovative agent workspace. This provides support agents with the relevant context and tools whether the customer calls, emails or messages, allowing them to continue the conversation on the channel that suits their needs and preferences. Additionally, businesses can provide individualized service by surfacing contextually relevant information from external data sources in Sunshine, Zendesk’s open and flexible CRM platform built on Amazon Web Services (AWS).

 

To help companies connect and understand all their customer data, Sunshine Custom Events, Unified Profiles, and the AWS Events Connector were also announced today as new functionality for Zendesk Sunshine.

 

In addition, the Singapore team will continue to work on enhancing the scalability and reliability of Zendesk Chat as a key solution within its service-first CRM Support and Sales Suites to best serve the needs of commercial and enterprise customers.

 

These new innovations showcase the Singapore team’s direct contribution to the creation and launch of global products that are helping companies of all sizes and industries around the world and reinforcing Singapore’s position as a global technology and innovation hub.

 

“As consumers demand convenience and a more streamlined experience, enterprises must adopt more sophisticated technology to provide this. Forward-thinking and CX-focused brands like StashAway, for example, are seeing 50 percent of incoming customer enquiries now solved via WhatsApp. Rapidly evolving customer expectations coupled with the expertise and adaptability of Zendesk’ product teams in Singapore should nicely set us up for continued innovation and development of our service-first CRM solutions,” said Deshmukh.

 

As part of the company’s commitment to boost digital and tech talent, Zendesk renewed its partnership with the Economic Development Board (EDB) in September last year. As a result, Zendesk is looking to double its local product and engineering teams in the market over the next three years, and continues to be a key player in the expansion and growth of Singapore’s digital and tech talent pools.

SHARE THIS STORY

Share on facebook
Share on twitter
Share on linkedin
Share on email

RELATED POSTS

Essential Privacy Tools to Safeguard Your Devices

Essential Privacy Tools to Safeguard Your Devices

In the ever-expanding digital era, protecting sensitive information and ensuring data security has become paramount. According to a recent study conducted by MAGNA’s Media Trials unit and data governance platform Ketch, a staggering 74 percent of individuals say that data privacy is one of their top concerns.

4 Reasons Why India's EV Industry is Poised for Rapid Growth

4 Reasons Why India’s EV Industry is Poised for Rapid Growth

Hold on to your seats, because India’s electric vehicle (EV) industry is not just gaining speed—it’s shifting gears faster than a Tesla Roadster on Ludicrous mode. EVs are no longer just futuristic fantasies; they’re already ruling the roads of Delhi and zooming past their counterparts fueled by fossil fuels on the highways of Mumbai.

Microsoft-backed Builder.ai Secures Over US$250 Million in Series D Funding

Microsoft-backed Builder.ai Secures Over US$250 Million in Series D Funding

London-based artificial intelligence (AI)-powered composable software platform Builder.ai has raised a significant investment of over US$250 million in Series D funding. Led by Qatar Investment Authority (QIA), the funding round brings the total amount raised by the company to over US$450 million, resulting in a valuation increase of up to 1.8x.

Essential Gaming Slang Terms for True Gamers

Essential Gaming Slang Terms for True Gamers

Gaming is not just a hobby; it’s a culture with its own unique language. Understanding slang and jargon is crucial for having an immersive experience and connecting with fellow gamers. From the acronyms that define player roles to the phrases that capture epic moments, mastering these slang terms is a must for every true gamer.

LinkedIn Launches Tools to Boost Job Seekers' Safety and Confidence

LinkedIn Launches Tools to Boost Job Seekers’ Safety and Confidence

Networking platform LinkedIn has introduced a range of tools to empower job seekers to confidently navigate their job search process while ensuring their safety and security. The latest updates include the implementation of verifications on job posts, enabling the display of verified information about job posters or their companies.