Zendesk has published its 2024 Global Impact Report, highlighting responsible business practices and future objectives to promote social impact and technology for good. The report details efforts to empower nonprofits with AI for improved customer experiences, advances in environmental sustainability, and initiatives to build inclusive workplaces through partnerships and volunteering.
Zendesk's Tech for Good program has provided $13.5 million in software donations to over 140 nonprofits globally, enabling better community service and impact amplification. Zendesk AI automates and prioritizes customer support requests, with partners like the International Rescue Committee's Center for Economic Opportunity using language detection and translation to serve clients from over 90 countries. The program resolved over 1.1 million support queries in 2024 and supported Agents of Change graduates in increasing their customer service career earnings.
"Since early 2024, we've transformed our customer service operations with Zendesk AI. Zendesk's language detection and translation features have also expanded our capacity to support clients from over 90 countries of origin," said Terrence Chan, systems admin of IRC's Center for Economic Opportunity.
Zendesk progressed on science-based environmental targets in 2024, reducing its carbon footprint through daily sustainable practices. The company sourced renewable energy for its offices and integrated sustainability clauses into supplier contracts, emphasizing partnerships to improve operational efficiency and resilience for businesses.
The Zendesk Foundation and employees contributed over $2 million to nonprofits worldwide in the past year. More than 730 employees volunteered over 6,300 hours across 90 global organizations. During Social Impact Week in October 2024, Zendesk hosted 31 in-person and virtual events in 12 offices, with employees dedicating over 1,000 hours to various causes.
Zendesk invested in belonging by expanding professional development, strengthening employee networks, advancing AI innovation, and ensuring compliance. Partnerships with organizations like Disability:IN promote accessible workplace experiences for all employees.
"We believe everyone should have access to the latest AI advancements to deliver fast, effective customer service," said Kelly Orleans, director of social impact at Zendesk. "Bringing AI to underserved communities reflects our commitment to equity and opportunity, ensuring innovation empowers all. With our sixth Global Impact Report, we renew our pledge to be a force for good, building trust and driving positive change for society and our company's success. We know these efforts drive business value, mitigate risk, and are important to our customers."
"Our commitment to responsible business at Zendesk is key to who we've always been," said Dr. Tiph Turpin, vice president of global communications and social impact, and president, Zendesk Foundation. "It's grounded in our mission to power exceptional service for every person on the planet. We listen closely to our employees, customers, and community partners, and we act with purpose to create meaningful impact — through both our AI powered products and our presence. These initiatives are important to our customers and we take pride in meeting or exceeding their expectations for our progress."
Zendesk's 2024 Global Impact Report underscores its dedication to equitable AI adoption, sustainability, and community engagement, aligning business success with societal benefits. Discover the full report for insights into this sustainable journey.
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow.
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