Movidesk

Founded in Blumenau, Brazil, by Donisete Gomes and Edson Murilo Maestri in 2016, Movidesk emerged from Gomes's extensive experience in customer service system implementation. Recognizing a market need for more agile and customizable helpdesk solutions, Gomes, a former developer and consultant, partnered with Maestri to build a new software from the ground up. The company's business model is based on a Software-as-a-Service (SaaS) subscription, which proved scalable and fueled rapid growth following its official product launch.

Movidesk provides a comprehensive, omnichannel platform designed to manage customer service, support, and help desk operations for other businesses. The core of the service is centralizing all customer interactions from various channels—including email, phone, live chat, WhatsApp, and Facebook Messenger—into a single, unified system. This approach converts customer requests into trackable tickets that can be prioritized, routed automatically, and monitored through customizable dashboards. Key features include workflow automation, service level agreement (SLA) management, a customer-facing knowledge base, and an AI assistant to enhance agent productivity. The platform is designed to serve a range of clients, with a particular focus on medium-sized companies. Revenue is generated through tiered subscription plans based on the number of agents and included features.

The company's trajectory includes receiving angel investment which helped expand the team, followed by a Series A round in 2019 led by Redpoint eventures. A significant milestone occurred in December 2021 when Movidesk was acquired by Zenvia, a larger Latin American customer experience (CX) communications platform. This acquisition was a strategic move by Zenvia to integrate Movidesk's robust service and help desk capabilities into its broader suite of CX tools. Following the acquisition, Donisete Gomes continued to lead the Movidesk operation as an operating subsidiary of Zenvia, contributing his expertise to the combined entity.

Keywords: customer service platform, helpdesk software, service desk solution, omnichannel support, SaaS, ticket management, customer communication, workflow automation, SLA management, knowledge base management, live chat software, customer support automation, CRM integration, Zenvia, Donisete Gomes, Edson Murilo Maestri, customer experience, CX platform, B2B software, support ticket system, multi-channel communication