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Zendesk transforms the customer experience with latest updates

Zendesk is offering new, powerful support and sales suites, expanding its service-first CRM solution to help 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.”

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.

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).       

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.

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.

For more information about this news, visit www.zendesk.com.

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