Zendesk, a global leader in customer service software, sought to reimagine its brand presence on TikTok, the burgeoning platform known for its engaging short-form content. Collaborating with Video Supply, Zendesk embarked on a transformative journey to showcase the evolution of customer service methodologies through captivating TikTok videos. This case study delves into Zendesk's innovative approach and the impact of Video Supply's short-form video marketing services.


Zendesk aimed to leverage TikTok's expansive audience reach to educate and engage viewers on the evolution of customer service approaches. The primary objective was to create compelling TikTok videos that contrasted traditional "old-school" customer service methods with modern "new school" strategies, positioning Zendesk as a forward-thinking solution provider in the realm of customer experience.


  1. Creative Conceptualization: Video Supply collaborated closely with Zendesk to conceptualize the theme of "Old-School Vs. New School Customer Service." Drawing inspiration from Zendesk's expertise and industry insights, creative ideas were developed to illustrate the contrasting approaches to customer service through relatable and entertaining TikTok content.
  2. Content Production: Video Supply executed the production of short-form TikTok videos, encompassing scripting, filming, editing, and post-production. Each video was meticulously crafted to capture viewers' attention within the first few seconds, combining informative narratives with engaging visuals to convey Zendesk's messaging effectively.
  3. Strategic Messaging: The TikTok videos highlighted key features and benefits of Zendesk's customer service software while subtly contrasting traditional and modern customer service approaches. Strategic messaging aimed to resonate with TikTok's diverse audience demographics and spark curiosity among viewers.
  4. Trend Integration: Video Supply leveraged TikTok's trending hashtags, challenges, and formats to maximize the reach and engagement of Zendesk's videos. By aligning with popular trends and user-generated content, Zendesk's TikTok presence seamlessly integrated into the platform's vibrant community.
  5. Performance Analysis: Throughout the campaign, Video Supply monitored the performance of Zendesk's TikTok videos, analyzing metrics such as views, likes, shares, and comments. Insights gleaned from performance data were used to optimize content strategies and refine future video production.


The collaboration between Zendesk and Video Supply yielded impactful results:

  • Increased Brand Visibility: Zendesk's TikTok videos garnered significant traction, reaching a wide audience and increasing brand visibility within TikTok's user community.
  • Engagement and Interaction: The videos generated high levels of engagement, with viewers actively interacting with and sharing Zendesk's content across the platform. Comments and messages reflected positive sentiment and interest in Zendesk's customer service solutions.
  • Educational Impact: Viewers gained insights into the evolution of customer service methodologies, with Zendesk's TikTok videos serving as informative and thought-provoking content pieces.

Zendesk's partnership with Video Supply on short-form TikTok video marketing exemplifies the power of creative storytelling and strategic messaging in engaging audiences and amplifying brand impact on social media platforms. By leveraging TikTok's dynamic environment, Zendesk effectively showcased its innovative approach to customer service while captivating viewers with entertaining and relatable content.

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Old-School vs. New School Customer Service
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