Zendesk Expands Service-First CRM Solutions to Transform Customer Experience

New product suites democratize service and sales software by making it easy to try, buy and use

Zendesk, Inc.  announced new, powerful Support and Sales Suites, expanding its service-first CRM solutions by enabling service and sales teams to instantly connect with their customers and have natural conversations across all touchpoints. The modern set of offerings helps companies easily build positive, long-term customer relationships.

“Today’s digital-first customers expect real-time, ongoing and personalized communication with companies, especially on messaging apps and social media,” said Mikkel Svane, Zendesk founder, CEO and chairman. “These high expectations are changing how businesses think about providing a modern customer experience. With our new Support and Sales suites, we are enabling companies to take a conversational approach to customer experience, regardless of channel.”

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The new Zendesk Support Suite empowers businesses to deliver ongoing, unified and conversational customer experiences

Over the next two years, IDC predicts companies will spend $641 billion on CX technologies to help them meet customers’ rising expectations. To provide a differentiated experience, businesses must integrate service into every interaction point of the customer journey, including bridging the connection with customers through deeper, more natural conversations. Since launching in 2018, the Support Suite has empowered companies to easily connect with their customers on their channel of choice. The expanded Zendesk Support Suite now features new channels through social messaging services and an improved omnichannel agent experience, which allows companies to focus on customer conversations independent of the channel they are happening on.

Starting today, the new Support Suite allows businesses to see one comprehensive view of all the latest conversations so service agents and customers can have easy, personalized interactions from start to finish. The new, innovative agent workspace adapts to provide agents with the relevant context and tools whether the customer calls, emails or messages the company, allowing them to continue the conversation on the channel that makes the most sense. Additionally, businesses can provide individualized service by surfacing contextually relevant information from external data sources in Sunshine, Zendesk’s open and flexible CRM platform built on Amazon Web Services (AWS).

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“Our customers reach out to us across several channels, including email, chat and phone, and we want to make sure they’re always able to connect on the channel they prefer,” said Jonathan Bolton, SVP of Operations for video email marketing platform, BombBomb. “With Zendesk Support Suite, we’re able to unify these channels in one place so that our support team can offer contextual, personal experiences, which has ultimately helped us boost our CSAT to 98 percent.”

Zendesk also announced that Support Suite now includes emerging social messaging channels powered by Sunshine Conversations, Zendesk’s recently launched conversational business platform. This allows companies to seamlessly engage with customers and manage conversations on popular messaging apps such as WhatsApp, Facebook Messenger, Twitter Direct Messages, WeChat, and LINE, from one, unified agent workspace. Other social messaging capabilities include a live notifications view for agents to easily stay on top of all conversations in real-time as well as auto-responders so customers will receive an immediate response, even if an agent is not available.

New Zendesk Sales Suite removes friction from every part of the sales process

Today, Zendesk is also expanding to offer top-selling tools to sales representatives with the launch of the Zendesk Sales Suite which helps teams concentrate on growing pipeline, starting rewarding customer conversations, and closing more deals faster.

“After seeing customer success with Support Suite, we are excited to introduce Sales Suite to companies’ sales teams,” said Adrian McDermott, President of Products, Zendesk. “The way customers buy has changed, and it is time for our sales process to change along with it. We thoughtfully paired these core sales tools to remove the difficulties of traditional, cumbersome sales software and create an easy, yet powerful solution for sales reps to unite all browsing, prospecting and purchasing experiences.”

The Sales Suite was built with modern sales reps in mind, and is a fully integrated solution that automatically tracks all sales-related activities in order to provide them with the context and insight they need to successfully close deals. Sales Suite includes Zendesk Sell, Chat, Reach and Voice and allows companies to:

• Access multiple channels, such as email texting and voice, that sales reps use on a daily basis.
• Speak with prospects directly on the website and convert them over to a lead from a single interface.
• Gives access to out-of-the-box prospecting and data enrichment powered by Clearbit to personalize the sales dashboard and maximize sales productivity.

Zendesk Support Suite and Sales Suite are available starting today. More information can be found on the Zendesk website.

IDC Press Release, Spending on Customer Experience Technologies Will Reach $641 Billion in 2022, 6 August 2019

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