Box vs Zendesk

2023. Box announces Hubs, a custom portal to share specialized content



Box has introduced Hubs, a novel tool tailored for crafting centralized microsites to share specific types of content. Essentially, Box Hubs enables users to curate content from their Box account and disseminate it to their chosen audience in a customized and curated manner within their business. The potential applications for this tool are virtually limitless. It manifests as a specialized portal intended to house items such as HR policies, brand assets, or the most recent pricing details for a sales team. In conventional files and folders, these scenarios might lose their clarity, but within a portal, their purpose remains evident. The hub format offers a meticulously curated set of information for easy searchability—a concept that Box co-founder Levie acknowledges was not fully explored until the emergence of ChatGPT last year.


2022. Zendesk is acquired for $10.2B



Zendesk made a significant decision in February when it rejected a $17 billion acquisition offer, confident in its higher valuation. However, the circumstances have changed, and today the company has been acquired by a consortium of private equity firms for $10.2 billion, considerably lower than the initial proposal. The evolving landscape of the SaaS market in recent months has placed Zendesk amidst a whirlwind of investor drama. In a recent development, the company opted to remain independent, causing a sharp decline in its stock price.


2021. Zendesk acquires AI automation startup Cleverly to advance customer service



Zendesk has recently revealed its acquisition of Cleverly, an early-stage artificial intelligence startup. Cleverly offers an advanced product platform equipped with various AI-powered features. This includes a triage function that automatically assigns relevant tags to incoming service requests, facilitating efficient workflow categorization. Moreover, Cleverly provides AI-powered human augmentation through its agent assist capability, which assists customer service agents in delivering accurate responses to inquiries. Cleverly's technology seamlessly integrates with Zendesk and Salesforce, enabling enhanced customer support experiences for businesses leveraging these platforms.


2021. Box acquires eSignature startup SignRequest for new content workflows



Box has announced its acquisition of SignRequest, an e-signature startup, for a sum of $55 million. This strategic acquisition fills a crucial gap in Box's offerings, providing the company with a native signature component that was previously absent from its platform. By incorporating SignRequest's technology, Box gains the ability to offer seamless e-signature capabilities directly within its platform, enabling new workflows and enhancing user experiences. The importance of remote work has become increasingly evident, particularly during the pandemic, as it offers enhanced safety and flexibility. Even in a post-pandemic world with a return to more face-to-face interactions, the ability to perform tasks entirely in the cloud and eliminate paper-based workflows will significantly accelerate processes and enhance overall efficiency.


2020. Box adds new collaboration capabilities



In response to the ongoing pandemic, Box is introducing new collaboration features. One of the key updates includes a cleaner interface, enhancing user interactions and file sharing capabilities. Additionally, Box is introducing a feature called Collections, which empowers users to organize their files and folders in a manner that suits their specific needs. This organizational structure is customizable on an individual basis. Furthermore, Box is incorporating an annotations capability, enabling users to easily add comments to files, either as a single editor or in a group discussion. Similar to collaboration tools in Google Docs, this functionality facilitates remote real-time commenting on any document, which is particularly valuable in the current environment. Lastly, Box allows external partners and customers to share files via a dedicated landing page, enhancing collaboration and information exchange.


2020. Box adds automated malware detection to Box Shield security product



Box has introduced automated malware detection tools to enhance Box Shield, its security offering unveiled in the previous year. The company is employing a three-fold strategy with this solution. Firstly, users will be able to preview files without the need to download them, while receiving indications of any associated risks. Secondly, the system will proactively block the downloading of files that contain malware. Lastly, the security team will be promptly notified when a malware-infected file is uploaded to Box.


2020. Zendesk’s latest tools designed to give fuller view of the customer



Two years ago, Zendesk, a well-known provider of help desk software, expanded into CRM with its acquisition of Base. Shortly after, the company introduced the Sunshine platform, enabling customers to develop applications on top of the Zendesk platform. Since then, Zendesk has been actively integrating the CRM tool into its platform, and today's announcement focuses on offering Zendesk users a more comprehensive understanding of their customers. With access to extensive data from customer interactions with the help desk, Zendesk can provide valuable insights into customer preferences and behaviors.


2018. Zendesk launched customer service app builder



Zendesk has introduced Zendesk Sunshine, a new platform designed for developing customer-centric applications utilizing Zendesk's toolset. This platform enables companies to create custom apps, primarily focused on customer experience and relationship management, which are hosted on AWS and have access to a wide range of AWS services. All applications built on the Sunshine platform rely on it for seamless information sharing. The primary goal of this approach is to empower Zendesk customers to leverage the data they collect within Zendesk as a natural outcome of their workflow. While initially targeted towards Zendesk customers, independent developers may also have the opportunity to work on the platform in the future. Zendesk Sunshine aims to enhance customer service capabilities by providing a flexible and scalable platform for building tailored applications and harnessing valuable data within the Zendesk ecosystem.


2018. Box acquired workflow automation startup Progressly



Box has recently acquired Progressly, a startup specializing in workflow management. In 2016, Box introduced its own workflow tool called Box Relay, in collaboration with IBM, targeting large enterprises. While Box Relay has proven valuable for well-defined processes within companies, such as contract management or employee onboarding, Box aims to expand its capabilities and create a wider range of workflows. The addition of the Progressly team to Box's workforce will facilitate this expansion. With their expertise, Box will be able to develop workflows that not only operate within the Box platform but also integrate with external workflow engines like Pega and Nintex. This integration will enable the creation of more complex automation scenarios using the comprehensive suite of Box tools and services. Such workflows can involve both internal employees and external organizations, allowing for sophisticated content movement and management beyond the capabilities of Box Relay.


2018. Zendesk launched enterprise content management platform



Zendesk has introduced Guide Enterprise, a new enterprise content management product specifically designed for large customer service organizations. This solution aims to provide these organizations with a knowledge base and a content management platform for effective editorial planning and review. The primary goal is to empower customer service representatives to document solutions to encountered problems, thus building a robust knowledge base as an integral part of their daily workflow. By accessing their colleagues' notes, representatives can avoid reinventing the wheel and contribute to the permanent knowledge base through editorial review. This way, when customers visit the website or app, they can access solutions to common issues without immediate human assistance. The platform also incorporates reminders to regularly review and update the content, ensuring the knowledge base remains up-to-date while eliminating outdated information.