Zendesk, a leader in customer service software, partnered with Content Supply to revitalize its TikTok presence. By contrasting “Old-School” and “New School” customer service methods, the campaign highlighted Zendesk’s innovative solutions through engaging, educational, and trend-driven TikTok videos.

Objective

• Enhance Zendesk’s brand visibility among TikTok’s diverse audience.
• Educate viewers about the evolution of customer service practices.
• Position Zendesk as a modern and forward-thinking customer service solution provider.

Challenges

1. Engagement in Short Format: Capturing audience interest within TikTok’s fast-paced environment.
2. Relatable Messaging: Bridging technical expertise with entertaining and accessible content.
3. Trend Alignment: Leveraging TikTok trends while maintaining brand authenticity.

Approach

1. Conceptualization
   • Collaborated with Zendesk to define the theme: contrasting outdated, rigid customer service with innovative, streamlined approaches.
   • Developed scripts and storyboards blending humor, relatability, and product messaging.
2. Content Production
   • Filmed and edited high-quality TikTok videos with punchy visuals and relatable characters.
   • Incorporated dynamic transitions, trendy music, and on-screen text to engage viewers.
3. Trend Integration
   • Used TikTok hashtags, challenges, and visual styles to align with the platform’s culture.
   • Engaged with trends while emphasizing Zendesk’s key benefits, such as speed, efficiency, and customer satisfaction.
4. Performance Monitoring and Optimization
   • Monitored metrics including views, likes, comments, and shares to assess video performance.
   • Iteratively improved content by analyzing audience feedback and TikTok’s algorithmic preferences.

Results

• Increased Brand Awareness: Zendesk’s TikTok campaign reached tens of thousands of users, driving higher brand visibility in a younger demographic.
• Engagement Growth: Videos saw significant engagement, with a notable rise in shares and comments, sparking discussions around customer service innovation.
• Educational Success: Viewers gained a clear understanding of the differences between old and new customer service models, associating Zendesk with modern, effective solutions.
• Positive Sentiment: Feedback highlighted Zendesk’s relatable and innovative approach to showcasing their brand on a creative platform.

Content Supply’s partnership with Zendesk transformed customer service education into an entertaining, impactful TikTok campaign. By blending humor, trends, and informative messaging, the Old-School vs. New School Customer Service series successfully positioned Zendesk as a dynamic leader in the industry while resonating with a younger, tech-savvy audience.