Award-Winning Zendesk Consulting

Award-winning Zendesk consulting, with more than 250 projects delivered

A Zendesk Premier Partner in Brazil and worldwide — the team large brands call when the implementation can't afford to go wrong. From strategic business-rule review to AI applied to service, we evolve your Zendesk so it finally works the way your operation needs it to.

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Certifications & awards
Zendesk Award AI Champion 2026
Zendesk Award Partner of the Year 2026
Zendesk Award Excellence 2025
Zendesk Award Most Innovative 2024
Zendesk Award Number of Cases 2023
Award-winning Zendesk consulting, with more than 250 projects delivered
Award-Winning Zendesk Consulting
Highlights

Advantages that make a difference

Tailor-made implementation

Triggers, SLAs, automations, views and fields configured around your real service flow — not the platform’s default one.

Truly omnichannel

Channels and help centers implemented with intelligent flow routing, so every ticket lands in the right queue, with the right team, at the right time.

AI applied to service

Chatbots and automations that resolve before a ticket is even opened — and speed up what’s left for your human team, without losing quality.

Premier partnership

Zendesk Premier Partner — the seal that separates implementers from improvisers

Strategic review of business rules, field and view structuring, and a team certified across the platform's key areas. Talk to a team that has solved this exact problem more than 250 times.

Free assessment
Zendesk Premier Partner — the seal that separates implementers from improvisers
Let Zendesk do the heavy lifting
Inside the implementation

Let Zendesk do the heavy lifting

We review your operation's business rules before any configuration — making sure Zendesk works the right way for you, not the other way around.

Fields, views, triggers, SLAs and automations tailored to your volume and service complexity.

We build complete help centers and implement chatbots that resolve issues before a ticket is even opened — cutting volume without cutting quality.

Multiple channels implemented, with flows routed to the right internal departments, so no ticket gets lost between teams.

Recognizing Successful Work

Our cases

AdobeTechnology / Software

How Adobe's retention and sales flow became a global reference

In 3 months of operation, BCR.CX beat historical retention and sales records — and the model was rolled out globally within Adobe.

3 monthsto beat historical retention and sales records
ZendeskAmazon ConnectConciex
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Adobe case hexagon
VolvoAutomotive industry

How Volvo Trucks centralized a new sales channel on Zendesk

Truck drivers, dealers and internal sales teams in a single operation — targeting a 40x greater result and expansion into new countries.

40xprojected result, expanding the model to new countries
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Volvo case hexagon
PandoraRetail / Beauty and accessories

How Pandora kept customer satisfaction high at Black Friday's peak

BCR.CX took over Pandora's customer service during the Black Friday sales surge and unified voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments into one experience.

Black Fridaywith customer satisfaction held at peak demand
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Pandora case hexagon
BauduccoRetail · Food

The impact of Artificial Intelligence on customer service

In 2025, AI transformed Bauducco’s support: more automation, faster resolution and high satisfaction even during the December peak.

<17%Reduction in AHT, with half of WhatsApp conversations automated
ConciexZendesk AI Agent
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Bauducco case hexagon
MotivaMobility · Concessions

Highway and rail customer service scaled with AI

We scaled operations with high daily conversation volume using AI chatbots with their own identity per operation, continuously evolving flows, knowledge base and automations.

~80%Of volume concentrated in the main flows
Zendesk AI AgentConciexZendesk SuiteCopilot
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Motiva case hexagon
DassRetail · Footwear & Sports

After-sales for three brands scaled with AI bots

We scaled after-sales for three brands with a high volume of transactional queries, using AI bots integrated with VTEX, each with its own identity and able to run end-to-end processes.

67%Of resolutions automated, with no handoff to humans
ConciexZendesk AI AgentsAmazon ConnectApp VTEX
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Dass case hexagon
AsaasFintech

Less AHT, without giving up experience

We reduced average handling time by centralizing context, replies, tasks and internal systems on a single screen to speed up service.

96%Agent approval of Copilot Auto Assist
Amazon ConnectZendeskConciex
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Asaas case hexagon
VulcabrasRetail · Footwear & Sports

AI in Vulcabras’s omnichannel service

Group brands on a single Zendesk Suite instance, integrating Help Center, WhatsApp, ChatBot and Copilot.

+53,5%CSAT for the year: from 44.9% to 68.98%, a gain sustained for months
ConciexZendesk AI Agent
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Vulcabras case hexagon
HavaianasRetail · Footwear

A successful solution with Zendesk

AI chatbot, real-time order tracking and human support in a unified channel for Havaianas’s e-commerce.

+30kConversations handled since go-live (Feb/2026)
Zendesk AI Agent
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Havaianas case hexagon
CantuIndustry · Tires

Service agility that strengthens the brand

Agile service and fast resolution of demands reduced friction and strengthened customer trust in Cantu.

77,57NPS
Zendesk AI Agent
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Cantu case hexagon
DecathlonHR · Sports retail

The HR operation redesigned from scratch

By implementing Zendesk in partnership with BCR.CX, we scaled employee support with more quality and agility.

From scratchHR operation redesigned to be more scalable and human for employees
Zendesk Employee Services
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Decathlon case hexagon
Why BCR.CX

Why leading brands choose BCR.CX for Zendesk

Zendesk Premier Partner, with more than 250 projects delivered across industries and operation sizes.

A team certified across the platform’s key areas — Expert Explore and Expert Support certifications.

Brands like Ultrafarma, Magalu, Decathlon, Natura and Sympla trust our consulting to evolve their service.

Strategic review of business rules before any configuration — zero guesswork, zero rework.

AI applied end to end: chatbots, automations and Copilot for your human team, within the same implementation.

FAQ

Frequently asked questions

Zendesk offers a complete, easy-to-use customer service solution that grows with your company — helping empower service agents and sales teams with the right tools.

Zendesk's sales CRM improves productivity, processes and pipeline visibility. Zendesk Chat lets you serve customers via web, mobile and messaging apps in real time.

Companies like Ultrafarma, Magalu, Decathlon, Natura, Shoulder, Sympla and Loggi trust our consulting to evolve their service operations.

It depends on scope, the license you hold and how you use the tool — talk to one of our specialists for a free assessment.

It varies with your operation’s complexity, but the strategic business-rule review starts within the first weeks — the full timeline is defined after the free assessment.

Award-Winning Zendesk Consulting

Ready to get the most out of your Zendesk?

Talk to a certified specialist and find out, in a free assessment, what’s holding your operation back.

Talk to a Zendesk specialist
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