New York, NY, USA, May 22, 2019 -- Zendesk, Inc. (NYSE: ZEN) announced expansion to Zendesk Sunshine, its open and flexible CRM platform built on Amazon Web Services (AWS). These expansions include new partnerships and integrations that will make it easier to connect siloed data and deliver deep customer insight to advance proactive customer experiences.
Zendesk also announced it acquired Smooch, a platform connecting businesses with customers to power more personalized and human conversations.
"Launching the open, flexible, CRM platform Sunshine, marked a significant milestone for us as we help companies get a deeper and more holistic view of their customers," said Adrian McDermott, president of products, Zendesk. "Our new partnerships enable companies to build and deploy apps faster with Sunshine. This flexibility is key to creating experiences that customers want today."
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System integrators deliver on scale and operational efficiency
A prime example is ClearScale, an AWS Premier Consulting Partner, committed to building a Zendesk practice and leveraging its talented team of engineers and developers to deploy Sunshine solutions.
"Our partnership with Zendesk to broaden the capabilities of the Sunshine CRM platform is a perfect fit," said Pavel Pragin, CEO of ClearScale. "Our expertise as an Amazon Web Services Premier Partner combined with Zendesk’s decision to tightly integrate Sunshine with AWS gives Zendesk customers virtually endless integration possibilities. This strategic partnership increases the ability for Zendesk to efficiently solve new complex issues with their customers and offer even more native features in the Sunshine ecosystem. We are delighted to be contributing to such a well-designed platform."
Narvar, a software company delivering post purchase experiences for retailers around the world, can help companies holistically manage customer experiences within Zendesk by connecting data about order details, shipment status and returns, as well as proactively address customer requests, decreasing response time and improving customer trust.
"We’re always looking for ways to drive operational efficiencies for commerce companies in service of simplifying the customer experience, whether on our own platform or through partnerships across the ecosystem," said Amit Sharma, Founder & CEO, Narvar. "We know customer service is a critical piece of that experience, and integrating with Zendesk Sunshine helps meet the needs of both support teams and the consumers they serve."
"This integration with Narvar and Zendesk Sunshine will allow our teams to better engage with our customers by having more visibility into each customer’s experience," said Joe Megibow, CEO, Purple. "We strive to put our customers at the center of all we do, and are thrilled to continue to find new solutions that enable world-class service across the touchpoints in their journey."
Domo, a cloud-based operating system that allows entire businesses to be run through phones, partners with Zendesk and AWS to enable companies to manage their IoT solutions in more impactful and proactive ways. End users receive a better, proactive service experience, and companies are able to reduce the cost of service.
"The beauty of connecting the Domo IoT cloud with AWS IoT Core and Zendesk Sunshine is the ability to receive real-time alerts coming in from devices anywhere across the world. Through this network of end-to-end data and device management, the Domo platform enables customer insight into individual connected devices, while dramatically reducing the time to resolve issues," said Jay Heglar, Chief Strategy Officer at Domo. "For example, SharkNinja’s robot cleaning systems individually report back data and any issue that arises immediately alerts the AWS IoT Core and Sunshine systems to proactively create a fix request."
Posted by Veronica Silva Cusi, news correspondent
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
Published: Friday, May 24, 2019
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