Challenge: Just over a year ago, Zuora began to outgrow their existing support solution. The interface and workflow were not meeting their service needs, and customization was difficult and burdensome. To add to that, Zuora was facing enormous fees to get the add-ons they wanted—including a customer portal and out-of-the-box integrations. As Zuora looked into four other customer support solutions, they realized no other solution compared to what Zendesk offered in terms of usability and customizations…
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