Zendesk heralds an era of conversational CRM

Today, Zendesk, Inc. introduces (NYSE: ZEN) at its Relate conference unveiled solutions that put conversations at the center of customer relationship management. Zendesk also comes with a new employee experience offering to help companies transform their internal operations and create the best hybrid work experience.

“The last few years have made it clear that digital is the front door, convenience is paramount, and relationships are rooted in conversations,” says Mikkel Svane, CEO and founder of Zendesk. “Zendesk helps companies embrace this next generation of customer relationship call management and transform customer service into a generator of growth.”

Do a better business with conversation CRM

Zendesk’s approach to Conversational CRM connects and integrates front and back offices, enabling front office to provide not only support but a complete suite of smart real-time data and customer engagement services. Zendesk knows that customers want quick and easy contact on their terms and through their favorite channels. Therefore, it now offers:

Call automation with more advanced bots with which companies

extend automation to messaging apps like Facebook Messenger and WhatsApp, build and train bots to solve common problems, and match customer questions that come into the front office, with the right answers enriched with third-party data.

Omnichannel Routing which enables companies to adapt to change

to adapt to the circumstances. Effectively configure support teams and implement real-time changes based on customer demand. Teams can be assured that calls across each channel are automatically routed to the right support agent, and performance can be closely monitored to better meet and respond to customer inquiries.

Orchestration of conversation data enabling companies to conduct large-scale customer interviews

create by connecting processes, event data and logic.

Analysis for smarter sales and service offer to help companies

Convert conversations with data-driven insights into revenue. Tailored reporting capabilities enable teams to manage large volumes and analyze historical trends to ensure better staffing across the channels where customers and leads communicate.

Conversation channels in Zendesk Sälj starts with WhatsApp *, with which

Sales teams can communicate with customers and record any interaction directly in Sell, where it can be managed, monitored and included in reports.

“Before Zendesk, we had a fragmented network of support systems worldwide. Today, we run everything centrally on one platform to deliver the best consistent quality experiences to all our customers on every channel they choose, ”said Orlando Gadea, Global VP of Customer Experience Transformation at Stanley Black and Decker. “We are there for our customers when and where they need us, and we value being able to build relationships with our end users.”

Better support for meaningful employee experiences

As companies embrace hybrid work environments that combine telework and office work, employees have new needs and expectations. Personal, data-driven, fast service is not just for customers. Employee support teams also need an efficient and easy way to transform the way they work, including simplified workflows and automation.

Zendesk’s employee experience offering builds on more than 15 years of providing the best-in-class customer service that brings together Zendesk Suite and additional features such as integrated self-service and user-friendly case management and Zendesk professional services. ** With this, Zendesk provides employee support teams:

  • A source of truth for HR, finance, operations, IT and other support teams, crucial to connecting employees to internal services;
  • a way to eliminate repetition, friction and unnecessary administrative processes, making it easier for employees to access important information, resources and services;
  • insight to understand trends and new problems in order to continuously improve the employee experience.

“Virgin Pulse serves 14 million members in 190 countries, but we believe our employees are the key driver of membership success and the achievement of our business goals,” said Michael Pace, Vice President of Global Member Service at Virgin Pulse. “With Zendesk, we can ensure that our members and employees receive both accurate and timely responses, regardless of which channel they choose to contact us. This partnership has translated into tangible ROI and value for our customers and our business. “

Zendesk’s Conversational CRM experience and employee experience offering is built on the Sunshine platform. This platform helps companies quickly customize Zendesk using apps, tools, and out-of-the-box features that match their systems.

Click to learn more about Zendesk’s new Conversational CRM features and employee experience offerings, and tune in to Relate for customer stories, product highlights and more.

* WhatsApp integration is currently in EAP (Early Access Program) and bots for sale are expected to roll out in the winter of 2022.

** Zendesk cooperates with picture bendSweetHawk and EZOfficeInventorythree critical partners for employee support teams, to provide three months of free services as part of the Employee Experience offering.

This article is a submitted message and is not the responsibility of the editors.

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