Zendesk Startup CX Awards: MadHive

MadHive is a leading technology company engineered for modern TV advertising. Through its self-service platform, advertisers can seamlessly customize and automate the buying process into one operating system. This allows advertisers to plan, target, activate, and measure their campaigns with greater simplicity, accountability, reach, and control. Powered by an industry-leading bidder and device graph that processes 200 billion available impressions per day, Madhive delivers precise, brand-safe audience connections efficiently at scale. The company is trusted by over 80 percent of local content owners, creators and distributors, including FOX, Scripps and TEGNA’s Premion, as well as national agencies and brands, powering more than half a billion dollars in media across 12,000+ daily campaigns.

Implementing Zendesk helped MadHive achieve seamless ticketing and drive self-service among internal support reps and clients. Zendesk macros were the ultimate game changer, by giving support reps the power to respond faster and more efficiently to commonly submitted questions. By simply selecting a macro, support reps can quickly claim a ticket, send a generic response with space for a customized reply, assign ticket status, and make updates. Zendesk macros also make it easy to link users to relevant documentation and solutions in the knowledge base, which speeds response time and encourages self-sufficiency.

The brand management capabilities in Zendesk have allowed MadHive to onboard new clients to their own custom help center, geared towards unique instances of MadHive’s platform. As MadHive has grown substantially over the past few years, Zendesk has allowed the company to scale those new client help centers by brand and customize each instance.

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