Jessie Prestige has a problem: the photo upload isn’t working on the MondoPics website. She submits a support ticket. On the other side, Zendesk support agent Jason Borden receives the ticket and begins typing a reply—but then switches to live chat. Jessie joins the chat and admits she doesn’t know her browser version. Jason responds with helpful emojis and a friendly tone. Four minutes and 26 seconds later, the issue is resolved.
Jessie tweets, “@Mondopic’s support is the best. Thanks Jason! <3 😉 🙂 😛 :D.” Zendesk picks up the tweet and sends a reply: “Call me any time,” with a phone number. Instantly, Jessie calls, and a call pop-up notes she has “1 unsolved ticket”—despite the issue just being marked as solved. Jason answers the call, closing the loop. The final message appears: “HAVE A BETTER RELATIONSHIP WITH YOUR CUSTOMERS.”
The Formula (That Works at Any Budget)
Painful Truth = Tech problems and slow support
The ad begins with a common scenario: something breaks online, and the user is left hoping someone will respond. The frustration is immediate and universal.
→ Lesson: Start with a real pain your audience faces daily—one they’ll instantly recognize.
Humanization = Friendly, efficient agent interaction
The agent isn’t robotic. He chats in real-time, uses emojis, and solves the issue in under five minutes. It feels personal, not transactional.
→ Lesson: Use your product to showcase the humans behind your support. Let empathy shine through the interface.
Relationship Building = Turning support into loyalty
One tweet of gratitude turns into a phone call and stronger connection. The Zendesk system enables it, but the agent makes it meaningful.
→ Lesson: Show how fast, thoughtful support can deepen customer trust—not just fix problems.
Humor Breakdown
The humor is soft and situational. Small desk toys add subtle charm. Emojis during live chat make the interaction feel light and human. Jessie’s overly enthusiastic tweet, followed by an instant phone call, playfully exaggerates how delighted she is.
→ Lesson: Even dry B2B topics like support can be fun—add touches of humor to humanize the workflow.
Final Verdict
Zendesk doesn’t just show software. It shows what support feels like when it works: quick, human, and relationship-driven. The ad illustrates multichannel service (ticket, chat, Twitter, phone) in one smooth story. By solving a small issue, the brand highlights a much bigger win—customer loyalty. Clean, simple, and effective.
BRAVE-o-meter Score
B-6 | R-8 | A-7 | V-6 | E-8
BRAVE – 7.0/10
Watch the full ad & learn more:
Website: Zendesk.com
LinkedIn: Zendesk on LinkedIn
