Story
Zendesk
PetrobrasPetrobras Brings Customer Messaging onto Zendesk
Petrobras, an energy organization in Brazil, uses Zendesk QA from Zendesk to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Zendesk QA |
Story
Inside Petrobras, product communications used to depend on whoever still had the latest file. That pattern is common in energy groups working out of Brazil. Product and growth teams needed a system that would still make sense after the original project team moved on.
Petrobras uses Zendesk QA from Zendesk as the working layer for customer messaging. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The practical change is simple: product communications has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Petrobras gets from Zendesk is a durable place to run product communications and a way for product and growth teams to see the same customer messaging at the same time.
