Introduction
Zendesk for Service
Customer service and sales platform
Manages business customer conversations across all platforms
Creates support tickets that are tracked and assigned to support agents within a given company
Builds support pages for companies to help their customers find answers themselves
Integrates AI chat boxes on pages to provide customers real time support
Zendesk for Sales
Zendesk Sell
a tool for business management
telemarketing
History
Established in 2007 in Copenhagen Denmark by Mikkel Svane, Morten Primdahl, and Alexander Aghassipour.
Created out of frustration with existing customer support software
2009
Company gains financial backing after gaining traction from their web based customer ticketing software, and moved to Boston then later to San Francisco to be closer to the primary customer base.
2014
Zendesk become a publicly traded company and starts to expand past their email ticketing system and begins to acquire several companies.
2021
Rebrands many of the acquired utilities and companies into the Zendesk suite
What is Zendesk Garden?
The design system created by Zendesk.
Zendesk Garden is Zendesk's own Design System that was created in 2014 and went open source in 2018. Garden was created during a period of rapid growth in the industry and was made with the goal of creating and maintaining visual consistency across digital application that could grow and change at the same rate as the industry. It aims to increase efficiency for companies through its extensive component systems, which boast a major focus on accessibility for its users. Accessibility (WCAG) is a foundational pillar for each of Zendesk's components in order to ensure it reaches the widest possible audience.
Using the help of Figma Make, designing. a chat bot with the guidance of a clear and structured design system ensures consistency across all platforms. This makes sure that each chatbot can be recognizable and accessible to familiarize the user with the brand.
Outcomes
Every element of the design maintains consistency and required specifications across different platforms
The branding, colors, and typography are distinct, clear, and include many alternatives for expansion of a wide user audience.
Each decision made in a design system is specific and precise - carefully follows the standards of WCAG (Web Content Accessibility Guidelines - ADA compliancy). Garden also provided code, which eases the handoff to developers.
Corina Lougie
corina.lougie@gmail.com
