Zendesk Ushers in Era of Conversational CRM
New solutions put conversations at the center
of customer relationship management
New employee experience offering helps
businesses deliver a modern, personalized experience for today's
hybrid work world
Today at its flagship conference Relate, Zendesk, Inc. (NYSE:
ZEN) unveiled new solutions that put conversations at the center of
customer relationship management. Zendesk also announced today a
new employee experience offering to help companies transform
internal operations and create the best hybrid work experience.
“The last few years have made it obvious that digital is the
front door, convenience is paramount and relationships are anchored
in conversations,” said Mikkel Svane, CEO and founder, Zendesk.
“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
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 data and services for customer engagement. Recognizing
that customers want to engage on their terms and on their preferred
channels with speed, convenience and immediacy, Zendesk now
- Conversational automation with more sophisticated bots
that enable businesses to expand automation to messaging apps such
as Facebook Messenger and WhatsApp, build and train custom bots to
address common issues and match customer questions coming in from
the front office to the right answers informed with third-party
- Omnichannel routing that gives businesses the power to
adapt to changing conditions, staff support teams appropriately and
make changes based on customer demand in real-time. Teams can
ensure conversations get automatically routed to the right agent,
on any channel and closely monitor performance to better staff and
react to customer demand.
- Conversational Data Orchestration that lets businesses
create convenient customer conversations at scale by connecting
processes, event data and custom logic.
- Analytics to provide smarter sales and service to 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 on
the channels customers and prospects communicate on.
- Conversational channels in Zendesk Sell, starting with
WhatsApp*, that let sales teams message with customers and capture
every interaction automatically in Sell where it can be managed,
tracked and reported on.
"Before Zendesk, we had a fragmented network of support systems
across the world. Today, we run everything under one platform,
centralized to provide the best consistent, quality experiences to
all our customers on any channel they prefer,” said Orlando Gadea,
global VP of customer experience transformation, Stanley Black and
Decker. "We are there for our customers when and where they need us
and truly value building connections with our end users."
Better support for Meaningful Employee Experiences
As businesses embrace hybrid work environments that blend remote
and in-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, easy way
to transform the way they work with capabilities such as simplified
workflows and automation.
Zendesk’s employee experience offering builds on over 15 years
of providing the best customer service and brings together the
Zendesk Suite, with additional capabilities like integrated self
service, easy to use case management and Zendesk professional
services.** With this offering, Zendesk gives employee support
- A single source of truth for HR, Finance, Operations, IT and
other support teams who are crucial to connecting employees with
- a way to remove repetition, friction and unnecessary
administrative processes, making it easier for employees to have
access to critical information, resources and services; and
- the insights to understand trends and emerging issues in order
to continually improve the employee experience.
"Virgin Pulse serves 14 million members across 190 countries,
but we believe our employees are the number one driver of members
being successful in their journey and delivering our business
goals,” said Michael Pace, Vice President of Global Member
Services, Virgin Pulse. “Zendesk enables us to ensure that our
members and employees are both receiving accurate, timely
responses, regardless of which channel they choose to contact us.
This partnership has translated to tangible return on investment
and value for our clients and company.”
Zendesk’s Conversational CRM experience and employee experience
offering are powered by the Sunshine Platform. The Sunshine
Platform helps companies customize Zendesk quickly using apps,
tools, and pre-built capabilities that fit their systems.
Click for more information about Zendesk’s new Conversational
CRM capabilities and employee experience offering, and tune into
Relate for customer stories, product highlights and more.
*The WhatsApp integration is currently in EAP, and bots for
sales are expected to roll out in Winter 2022. **Zendesk is
partnering with Myndbend, SweetHawk and EZOfficeInventory, three
critical partners for employee support teams, to give three months
of free services as part of the Employee Experience package.
Zendesk started the customer experience revolution in 2007 by
enabling any business around the world to take their customer
service online. Today, Zendesk is the champion of great service
everywhere for everyone, and powers billions of conversations,
connecting more than 100,000 brands with hundreds of millions of
customers over telephony, chat, email, messaging, social channels,
communities, review sites and help centers. Zendesk products are
built with love to be loved. The company was conceived in
Copenhagen, Denmark, built and grown in California, taken public in
New York City, and today employs more than 6,000 people across the
world. Learn more at www.zendesk.com.
version on businesswire.com: https://www.businesswire.com/news/home/20220511005134/en/
Courtney Blake +1-816-520-5503 email@example.com
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