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Zendesk is a key player in customer support for the SaaS industry, trusted by over 185,000 businesses globally. It is particularly popular among SaaS companies with 10 to 50 employees, offering scalable support solutions.
North America accounts for about 65% of Zendesk users, primarily in the U.S. and Canada, while the U.K. represents around 12%. SaaS providers in software development, cloud services, and IT solutions frequently choose it for its robust omnichannel communication and automation features.
Most companies that use Zendesk in the SaaS market report annual revenues between $1 million and $10 million, highlighting its strong presence in the small to mid-sized business segment. This widespread adoption reflects Zendesk’s significant impact on the SaaS customer support landscape.
Zendesk is a cloud-based customer service and engagement platform that helps businesses manage and enhance their customer support operations. It offers a comprehensive suite of tools, including ticketing systems, live chat, knowledge bases, and customer analytics, to streamline communication between companies and their customers.
The platform supports multiple channels such as email, phone, social media, and messaging apps, allowing companies that use Zendesk to deliver seamless, personalized support experiences at scale.
Founded in 2007, Zendesk has emerged as one of the leading customer service software providers globally, trusted by businesses of all sizes to improve satisfaction and loyalty.
Zendesk has become the go-to customer service platform for many different types of organizations, from small startups to large Fortune 500 companies. Its strength lies not only in its wide range of features but also in its ability to meet the changing needs of various businesses. This flexibility helps companies using Zendesk provide great customer experiences while making their support operations more efficient.
So, what keeps Zendesk growing and popular among these companies? Here are some key reasons that make Zendesk an essential tool for customer support teams around the world:
| Reason | Benefit |
|---|---|
|
Omnichannel |
Support everywhere |
|
Usability |
Easy to learn & use |
|
Scalability |
Grows with your team |
|
Automation |
Speeds up workflows |
|
Integrations |
Fits your software stack |
|
Pricing |
Affordable for all |
As of 2025, Zendesk leads the customer support software market with approximately 28% market share. Freshdesk follows at 18%, appealing to small and medium-sized businesses, while Salesforce Service Cloud holds around 20%, attracting enterprises through CRM integration. HubSpot Service Hub accounts for 10%, favored for its unified marketing and support capabilities.
Niche providers make up the remaining 24%. Zendesk’s growth continues due to its ongoing product innovation and global expansion, appealing to a growing number of Zendesk users worldwide.
Understanding these market dynamics is crucial for making smarter business and marketing decisions, as explained in How Market Research Drives Smarter Marketing Decisions.
| Provider | Market Share |
|---|---|
|
Zendesk |
28% |
|
Salesforce Service Cloud |
20% |
|
Freshdesk |
18% |
|
HubSpot Service Hub |
10% |
|
Others |
24% |
Zendesk offers customer support solutions for a diverse range of companies, from fast-growing startups to large enterprises. Well-known brands like Shopify, Slack, and Airbnb are leading examples of companies that use Zendesk to manage high volumes of customer inquiries while delivering personalized service.
Many small and medium-sized businesses (SMBs) also prefer Zendesk for its scalability and ease of use, making it a top choice among Zendesk users for long-term support and growth.
| Company | Website | Annual Revenue | Company Size (Employees) |
|---|---|---|---|
|
Dropbox |
www.dropbox.com
|
~$1.66 B |
~2,760 |
|
Riot Games (League of Legends) |
www.riotgames.com
|
~$1.75 B |
~2,500 |
|
Etsy |
www.etsy.com
|
~$493 M |
~1,240 |
|
AdRoll |
www.adroll.com
|
~$375 M |
500–1,000 |
|
99designs |
www.99designs.com
|
~$66 M |
~300 |
|
Atlassian |
www.atlassian.com
|
~$1.6 B |
~8,000 |
|
Shopify |
www.shopify.com
|
~$5 B |
~10,000 |
|
Airbnb |
www.airbnb.com
|
~$8.4 B |
~6,000 |
|
Slack |
www.slack.com
|
~$900 M |
~2,000 |
|
Amazon |
www.amazon.com
|
~$638 B |
~1.56 M |
Zendesk is widely used across various industries, especially in SaaS and e-commerce, due to the need for real-time customer engagement and multichannel support. Finance and healthcare organizations rely on it for secure customer interactions, while the education sector uses Zendesk to support digital learning environments. This versatility is why many companies that use Zendesk come from a wide range of sectors.
| Industry | Companies Using Zendesk |
|---|---|
|
SaaS |
55,000+ |
|
E-commerce |
46,000+ |
|
Finance |
28,000+ |
|
Healthcare |
22,000+ |
|
Education |
15,000+ |
Zendesk is widely used across North America, Europe, and the Asia-Pacific (APAC) region. The U.S. alone accounts for nearly 50% of all installations, followed by Canada and the U.K.
In Europe, Germany, France, and the Netherlands are seeing growth, particularly among Zendesk customers in SaaS and e-commerce sectors. In APAC, key markets include India, Australia, and Singapore. Zendesk’s multilingual and multi-time-zone capabilities help companies that use zendesk support global customers with localized service.
Zendesk is designed to scale, and its diverse customer base reflects that flexibility. From startups to global enterprises, companies using Zendesk rely on it to manage customer relationships and streamline operations.
Nearly 70% of companies that use Zendesk generate less than $10 million in annual revenue, underlining the platform’s popularity among small to mid-sized businesses. However, Zendesk also supports mid-market and enterprise organizations effectively.
| Revenue Range | % of Zendesk Users |
|---|---|
|
Under $10M |
70% |
|
$10M – $100M |
16% |
|
$100M – $1B |
7% |
|
Over $1B |
7% |
If you run a B2B SaaS company or provide solutions, targeting businesses that use Zendesk can be an effective strategy with a high conversion rate. These companies have already shown a commitment to digital support infrastructure, making them ideal prospects for complementary tools, integrations, or consulting services.
By following these tips, you can effectively reach companies that are likely to benefit from your offerings.
Zendesk is a popular choice for customer support, used by businesses of all sizes, from small startups to large corporations. This blog explains why companies that use Zendesk benefit from its flexible solutions, helpful automation, and easy integration with other tools. Understanding the types of companies that use Zendesk, such as their industries and locations, can help you tailor your strategies effectively.
By using technographic data and personalized outreach, businesses can connect with this active community and build valuable partnerships. As Zendesk evolves, the number of Zendesk adoption is likely to grow, influencing customer support across various industries.
To stay ahead in this evolving landscape, explore the future of data-driven marketing in 2025 and beyond, which highlights how data-centric strategies will transform marketing efforts.
Explore more about these companies to enhance your marketing, sales, or product development efforts.
Richard Charles is a seasoned expert in technology-driven marketing, with a focus on crafting data-centric strategies for tech businesses. With a background in sales and business intelligence, Richard specializes in helping companies harness the power of targeted tech users lists to fuel their marketing efforts. His deep understanding of tech markets allows him to provide actionable insights that help businesses connect with the right audience. When he’s not analyzing data, Richard enjoys exploring emerging technologies and how they shape the future of marketing.
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