Upgrade your Suite: Introducing Suite Ready partners

Most companies understand the importance of implementingomnichannelsupport—however, despite efforts to provide customers with a seamless experience, 85% of organizations still havefragmented channels．This is especially problematic for businesses since a cultural shift is underway, driven by millennials who have little desire to get support over the phone, instead preferringtext or messaging channels．这在客户期望影响惊人变化businesses because they have invested billions of dollars invoice-first contact centers, which are predominantly running on-premise software.

So what does this mean for businesses that have emphasized phone support? First, they’ll need to migrate their contact center infrastructure, as well as cross-train agents tohandle multiple channels in pursuit of cost efficiencies．And beyond the expectations of millennials, companies will also have to factor in the rise of theInternet of Things(IoT), which means that an increasing number of customer service issues will be initiated by machines crying out for help (and they won’t reach out by phone). For example, while your human customers are off on holiday, their malfunctioning air conditioner or broken garage door could be firing off messages to field service repair teams—will your support organization be ready to handle those requests?

Being responsive to these changing customer service needs makes implementing anAPP亚博娱乐 increasingly important—and asstudieshave shown, doing so can drive customer loyalty, spending, and encourage users to become advocates for your company and its products. To help businesses get the most out of their omnichannel support, Zendesk has created the Suite Ready program, which enablesAPP亚博娱乐 customers to take advantage of apps that provide greater functionality for agents and customers alike.

For example, Stella Connect’sappgives Zendesk Suite customers the ability to capture real-time information about how agents are performing, which can be streamed in real-time to dashboards and performance leaderboards. “The Zendesk Suite offers the tools service-led brands need for frictionless omnichannel support,” says Alex Vlasto, Stella Connect’s vice president of marketing. “Through this new program, Zendesk Suite customers can now add a curated set of apps to their Suite instances to make them even more powerful and holistic support solutions.”

That greater functionality includes Ada Glass, an AI-powered, multilingual chatbot designed to help businesses resolve up to 70% of customer inquiries without getting a human agent involved. The app also intuitively connects customers with human agents when that personal touch is required. “Our favorite stories at Ada are about clients who can transform their customer experience by combining our personalized automation with live agent support,” says Mike Murchison, CEO of Ada. “That’s why we’re excited to continue our integration with Zendesk, now as their champion chatbot partner, bringing the benefits of our partnership to more enterprise businesses.”

Learn more about our Suite Ready partners andexplore their integrationsin the Marketplace.