Also unveils complementary new product offering for proactive customer service engagement
Mikkel Svane, CEO of Zendesk. “We built The Zendesk Suite and Connect to give businesses the ability to deliver exactly these experiences for their customers.”
Zendesk launches Zendesk Suite – a new omnichannel offering that brings together the customer communication channels in one simple package and price to help companies provide a consistent and connected customer experience.
In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect – a new product for proactive customer communication. Zendesk Connect enables customer service teams to send automated and timely messages based on a customer’s past actions and preferences. Companies can use Connect to help customers before they ask and to manage customer interactions across different channels.
With the launch of The Zendesk Suite and Connect, Zendesk offers a complete package of integrated products for customer service and engagement.
The Zendesk Suite is a unified offering for multiple customer support channels, designed for companies that want to provide a unified and seamless experience, regardless of how their customers choose to interact with them.
The Suite integrates email, live chat, phone, self-service help centers, and any other channel connected into the platform—including social media. The product offers everything businesses need to allow conversations with customers to move from one channel to another without the customer having to repeat information.
Customer service productivity increases significantly with a unified interface, simplified workflows, better collaboration, and consistent reporting. The ability to have conversations across different channels with full customer context also results in higher customer satisfaction.
Zendesk data shows that compared to companies that did not integrate across channels, companies that take an omnichannel approach have 31 percent lower first-resolution times and customers have 39 percent lower wait times.
“The best customer service experiences are fast, easy, and let you decide how you want to interact with a company. These experiences get even better if the company knows you well enough to solve problems before you even encounter them,” said Mikkel Svane, CEO of Zendesk. “We built The Zendesk Suite and Connect to give businesses the ability to deliver exactly these experiences for their customers.”
Commenting on the launch of the products, Mr. KT Prasad, Country Sales Director, Zendesk India, said, “We are very excited about the launch of these new products and the potential it presents for Indian businesses. More than 2,000 companies in India, from startups to enterprises as well as traditional businesses, are discovering the importance of technology in customer experience through Zendesk. Our products help companies build an omnichannel solution that integrates all forms of communication coupled with the knowledge of historical data of every individual customer will be just what they need to grow and scale, either within India or internationally,”