Story
Zendesk
ToastZendesk at Toast: Customer Messaging
Toast, an information technology organization in the United States, uses Zendesk AI from Zendesk to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Product and growth teams work from the same Zendesk AI record for customer messaging |
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
Story
Toast grew customer messaging faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Zendesk AI put product communications on Zendesk. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Toast keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
