Story
Zendesk
AirbnbAirbnb Uses Zendesk QA for Customer Messaging
Airbnb, a consumer discretionary organization in the United States, uses Zendesk QA from Zendesk to support product communications for product and growth teams.
Product and growth teams at Airbnb review customer messaging in Zendesk QA rather than in personal files.
“Consumer Discretionary work at Airbnb spans more than one site, even when headquarters sits in the United States.”
“Product and growth teams asked for a shared way to run product communications without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Zendesk QA |
| Capability | Product and growth teams work from the same Zendesk QA record for customer messaging |
Story
Consumer Discretionary work at Airbnb spans more than one site, even when headquarters sits in the United States. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Zendesk (Zendesk QA) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Airbnb uses it as the system of record for customer messaging, with product and growth teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
