Zendesk Ushers in Era of Conversational CRM
May 17, 2022
New employee experience offering helps businesses deliver a modern, personalized experience for today’s hybrid work world
SAN FRANCISCO – May 11, 2022 – Today at its flagship conferenceRelate, 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 offers:
“之前,我们亚博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 theZendesk Suite, with additional capabilities like integrated self service, easy to use case management and Zendesk professional services.** With this offering, Zendesk gives employee support teams:
“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. TheSunshine Platformhelps companies customize Zendesk quickly using apps, tools, and pre-built capabilities that fit their systems.
For more information about Zendesk’s new Conversational CRM capabilities and employee experience offering, please tune intoRelate.
*The WhatsApp integration is currently in EAP, and bots for sales are expected to roll out in Winter 2022.
**Zendesk is partnering withMyndbend,SweetHawkandEZOfficeInventory, three critical partners for employee support teams, to give three months of free services as part of the Employee Experience package.
About Zendesk
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.ying8.net.
Contact
Courtney Blake
+1-816-520-5503
press@zendesk.com
Disclaimer
The press releases contained in this archive section are provided for historical purposes only. The information contained in each press release is accurate only as of the date each press release was originally issued. Zendesk, Inc. disavows any obligation to update the information contained in such press releases after the date of their issuance.