At its flagship conference, Relate, Zendesk unveiled new solutions that put conversations at the heart of customer relationship management.
Zendesk also announced a new employee experience offering to help companies transform their internal operations and create the best hybrid work experience.
“The past few years have made it clear that digital is the front door, convenience is paramount, and relationships are anchored in conversations,” said Mikkel Svane, CEO and founder of Zendesk.
“Zendesk is helping companies embrace this new generation of customer relationship conversation management and turn customer service into a growth engine.”
Do business better with Conversational CRM Zendesk’s approach to Conversational CRM connects and integrates front and back offices to not only enable the front office to provide support but also to provide a full range of intelligent, real-time customer engagement data and services.
Recognizing that customers want to communicate quickly, easily, and instantly on their terms and through their preferred channels, Zendesk now offers:
Conversation automation with more advanced bots that allow businesses to extend automation to messaging apps like Facebook Messenger and WhatsApp, build and train custom bots to address common issues, and match customer inquiries coming in from the front office with the right answers to third-party data. Omnichannel routing empowers businesses to adapt to changing circumstances, support teams appropriately, and make real-time changes based on customer demand. Couples can ensure that calls are automatically routed to the right agent on any channel and can closely monitor performance to better staff and respond to customer demand. Conversational Data Orchestration enables businesses to create useful customer conversations at scale by connecting processes, event data, and custom logic. Analytics to deliver smarter sales and service to help companies to turn conversations into revenue with data-driven insights. Customized reporting capabilities enable teams to manage high volumes and analyze historical trends to provide better staffing levels across the channels customers and prospects interact with. Conversation channels in Zendesk Sell, starting with WhatsApp*, allow sales teams to message customers and automatically capture every interaction in Sell, where it can be managed, tracked, and reported.
“Before Zendesk, we had a fragmented network of support systems worldwide. Today, we run everything under one centralized platform to deliver the best consistent, quality experiences to all our customers on any channel they want,” said Orlando Gadea, Global Vice President of Customer Experience Transformation at Stanley Black and Decker.
“We are there for our customers whenever and wherever they need us and are committed to building a relationship with our end users.”
Better support for meaningful employee experiences As companies embrace hybrid work environments that combine remote and office work, employees have new needs and expectations. Timely personalized, data-driven service isn’t just for customers. Employee support teams also need an efficient, easy way to transform their work with simplified workflows and automation capabilities.
Zendesk’s employee experience offerings build on more than 15 years of experience in providing the best customer service and bring the Zendesk Suite together with additional capabilities such as integrated self-service, easy-to-use case management, and professional Zendesk services.
With this offering, Zendesk provides employee support teams:
One source of truth for HR, Finance, Operations, IT, and other support teams critical to connecting employees to internal services; a way to remove repetition, friction, and unnecessary administrative processes, making it easier for employees to access essential information, resources, and services; and the insights to understand trends and emerging issues to improve the employee experience continuously.
“Virgin Pulse serves 14 million members in 190 countries, but we believe our employees are the most important driver for helping members succeed in their journey and achieve our business goals,” said Michael Pace, vice president of global member services at Virgin Pulse.
“With Zendesk, we can ensure that our members and employees receive accurate and timely responses, regardless of the channel they choose to contact us. This partnership has translated into a tangible return on investment and value for our customers and business.”
The Sunshine Platform powers Zendesk’s Conversational CRM experience and employee experience offerings. The Sunshine Platform helps businesses quickly customize Zendesk using apps, tools, and out-of-the-box capabilities that fit their systems.
