San Francisco, CA, USA, March 4, 2020 -- Zendesk, Inc. (NYSE: ZEN) announced new, Support and Sales Suites, expanding its service-first CRM solutions by enabling service and sales teams to instantly connect with their customers and have natural conversations across all touchpoints. The modern set of offerings helps 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."
"Our customers reach out to us across several channels, including email, chat and phone, and we want to make sure they're always able to connect on the channel they prefer," said Jonathan Bolton, SVP of Operations for video email marketing platform, BombBomb. "With Zendesk Support Suite, we're able to unify these channels in one place so that our support team can offer contextual, personal experiences, which has ultimately helped us boost our CSAT to 98 percent."
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 engage with customers and manage conversations on messaging apps such as WhatsApp, Facebook Messenger, Twitter Direct Messages, WeChat, and LINE, from one, unified agent workspace.
Today, Zendesk is also expanding to offer 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.
"After seeing customer success with Support Suite, we are excited to introduce Sales Suite to companies’ sales teams," said Adrian McDermott, President of Products, Zendesk. "The way customers buy has changed, and it is time for our sales process to change along with it. We thoughtfully paired these core sales tools to remove the difficulties of traditional, cumbersome sales software and create an easy, yet powerful solution for sales reps to unite all browsing, prospecting and purchasing experiences."
Zendesk Support Suite and Sales Suite are available starting today.
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, March 6, 2020
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