Zendesk, a leading customer service software provider, recognized the need to engage with its audience on TikTok, a vibrant platform known for its short-form video content. Partnering with Video Supply, Zendesk embarked on a creative journey to educate and entertain its TikTok audience on the critical distinctions between customer success and customer service. This case study explores the collaborative effort between Zendesk and Video Supply in scripting, editing, and posting a TikTok video that captured the essence of these concepts.


Zendesk aimed to leverage TikTok's dynamic platform to educate viewers on the differences between customer success and customer service, highlighting the value of proactive customer engagement and relationship-building. The primary objective was to create a TikTok video that would resonate with Zendesk's audience, spark conversations, and foster a deeper understanding of these vital concepts in the realm of customer experience.


  1. Script Development: Video Supply collaborated closely with Zendesk to develop a script that succinctly explained the distinctions between customer success and customer service in a clear and engaging manner. The script aimed to convey complex concepts in a concise and relatable format suitable for TikTok's short-form video format.
  2. Creative Execution: Leveraging Zendesk's brand identity and messaging, Video Supply executed the creative vision for the TikTok video, incorporating visually appealing graphics, animations, and captions to enhance viewer engagement and comprehension.
  3. Editing and Post-Production: Video Supply utilized advanced editing techniques to seamlessly integrate the scripted content with captivating visuals and sound effects, ensuring a polished and professional final product.
  4. Platform Optimization: Prior to posting, Video Supply optimized the TikTok video for maximum visibility and engagement, leveraging relevant hashtags, trends, and features to increase reach and encourage interaction among viewers.


The TikTok video produced by Zendesk and Video Supply garnered significant attention and engagement:

  • High View Counts: The video received a high number of views, indicating strong interest and engagement from TikTok users.
  • Positive Feedback: Viewers praised the video for its informative content, creative execution, and relevance to their experiences with customer service and customer success.
  • Increased Brand Visibility: The video contributed to Zendesk's visibility on TikTok, reaching a broader audience and reinforcing the brand's position as a thought leader in customer experience.


The collaborative effort between Zendesk and Video Supply in scripting, editing, and posting a TikTok video on customer success vs. customer service exemplifies the power of creative storytelling and strategic messaging in engaging audiences on social media platforms. By leveraging TikTok's dynamic features and audience reach, Zendesk successfully educated and entertained viewers while reinforcing its brand identity and messaging.

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Zendesk - Customer Success Vs. Customer Service
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