Zendesk ushers in the era of conversational CRM

During the main conference tellRealized by Zendesk, inc. introduced new solutions that put conversations at the heart of customer relationship management. Zendesk also announced a new employee experience offering aimed at helping companies transform internal operations and create the best hybrid work experience.

Mikel swaneCEO and founder of Zendeskhighlighted: ‘Recent years have made it clear that digitization is the front door, comfort is paramount and relationships are anchored to conversations. Zendesk is helping businesses embrace this new generation of conversational customer relationship management and turn customer service into an engine for growth.’

Better business with conversational CRM

The approach of Zendesk towards conversational CRM connects and integrates the front-office and back-office to not only allow the former to provide support, but also to provide a full range of data and intelligent services in real time to encourage greater interaction with the customer. Recognizing that customers want to engage on their terms through their preferred channels with speed, convenience and immediacy, Zendesk now offers:

  • A conversational automation with more sophisticated bots that allow companies to extend automation to messaging applications such as Facebook Messenger and whatsApp, build and train custom bots to address common problems and match customer questions coming in from the office with the correct answers informed by third-party data.
  • Omnichannel routing that enables businesses to adapt to changing conditions, staff support teams appropriately, and make changes based on customer demand in real time. Teams can ensure conversations are automatically routed to the right agent, on any channel, and closely monitor performance to improve staffing and react to customer demand.
  • Organization of conversational data that enables businesses to create comfortable customer conversations at scale by connecting processes, data with events, and custom logic.
  • Analytics to provide smarter sales and service that help businesses turn conversations into revenue with data-driven insights. Custom reporting capabilities allow teams to manage high volumes and analyze historical trends to provide better staffing across channels where customers and prospects communicate.
  • Conversational channels in Zendesk Sell, starting by WhatsAppwhich enable sales teams to message customers and capture each interaction automatically in sellwhere it can be managed, tracked and reported.

Orlando GadeaGlobal VP of Customer Experience Transformation at Stanley Black and Deckerexplained: ‘Before Zendesk, we had a fragmented network of support systems around the world. Today, we manage everything under a single platform, centralized to provide the best consistent and quality experiences to all our customers on any channel they prefer. We are there for our customers when and where they need us and we really value building connections with our end users.’

Better support for essential employee experiences

As companies embrace hybrid work environments that combine remote and office work, employees have new needs and expectations. Personalized, data-driven service in a timely manner isn’t just for customers. Employee support teams also need an efficient and easy way to transform the way they work with features like streamlined workflows and automation.

The employee experience offering Zendesk is based on more than 15 years of providing the best customer service and brings together Zendesk Suitewith added capabilities like built-in self-service, easy-to-use case management, and professional services from Zendesk. With this offer, Zendesk gives employee support teams:

  • A single source of information for HR, Finance, Operations, IT and other support teams that are critical to connecting employees with internal services;
  • a way to eliminate repetition, stress and unnecessary administrative processes, making it easier for employees to access essential information, resources and services; Y
  • information to understand trends and emerging issues in order to continually improve the employee experience.

For its part, Michael paceVice President of Global Member Services Virgin Presshighlighted: ‘Virgin Press serving 14 million members in 190 countries, but we believe our employees are the number one driver for members to succeed on their journey and meet our business goals. Zendesk It allows us to ensure that both our members and our 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 our company.’

The conversational CRM experience of Zendesk and employee experience offerings are powered by the Sunshine platform. The platform helps companies customize Zendesk quickly with preconfigured apps, tools, and features that fit your systems.

If you want more information about the new Conversational CRM capabilities of Zendesk and the offer of employee experience, visit tell for customer stories, product highlights, and more.

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