{"id":17416,"date":"2020-03-05T13:41:45","date_gmt":"2020-03-05T13:41:45","guid":{"rendered":"https:\/\/rbsitsoftwaresolution.com\/blog\/zendesks-latest-tools-designed-to-give-fuller-view-of-the-customer.html"},"modified":"2020-03-05T13:41:45","modified_gmt":"2020-03-05T13:41:45","slug":"zendesks-latest-tools-designed-to-give-fuller-view-of-the-customer","status":"publish","type":"post","link":"https:\/\/www.rbsitsoftwaresolution.in\/blog\/zendesks-latest-tools-designed-to-give-fuller-view-of-the-customer.html","title":{"rendered":"Zendesk\u2019s latest tools designed to give fuller view of the customer"},"content":{"rendered":"

Like many technology companies, Zendesk<\/a> made the tough decision to cancel its Zendesk <\/a> Relate customer conference this week in Miami amid COVID-19 health concerns. That doesn\u2019t mean the announcements didn\u2019t happen though, even if the conference didn\u2019t, and today the company announced a major update to its Sunshine development platform.<\/p>\n

You may recall that the company, which is widely known for its help desk software, made the move to CRM when it acquired Base<\/a> in September 2018. A little later that year, it announced<\/a> the Sunshine platform, which customers could use to build applications on top of the Zendesk platform.<\/p>\n

It has been working to integrate the CRM tool more broadly into the platform, and today\u2019s announcement is about giving Zendesk users a broader view of its customers. Zendesk has a great amount of data at its disposal about the customer\u2019s likes and dislikes based on interactions with the help desk side of the house, and Zendesk CEO Mikkel Svane <\/a> sees the two sides being interconnected. At the same time, he\u2019s embracing the idea of this all taking place in the public cloud on AWS.<\/p>\n

\u201cOur vision is really to have all the components, all the infrastructure, all the business logic that you need to build a customer experience, and customer relationship management applications, all on the Sunshine platform, all living natively on AWS,\u201d Svane told TechCrunch.<\/p>\n

All of this is in service of giving customers a better experience based on what you know about them. He said that the goal today is to retain and satisfy the customer, and the platform is designed to give them the data they need to help do that.<\/p>\n

\u201cIn the old days, you went out and you bought a product, and that was kind of the end of the transaction. Today, through the convenience economy, through the subscription economy, it\u2019s more about your long-term engagement with a vendor,\u201d he explained.<\/p>\n

He sees the platform helping pull all of this data together, while recognizing and acknowledging the challenges involved here. In fact, he is reluctant to call it a complete picture, calling that a false narrative other vendors are putting out.<\/p>\n

\u201cWe do want to help our customers extract all the relevant information and to try and create a picture that is helpful across all these different channels, but we also know that the reality of it is that you have so many disparate systems right now,\u201d he said.<\/p>\n

He sees his platform with the engagement data on one side and the customer record on the other as a good starting point for this. \u201cI think there\u2019s a lot you can do to collect a lot of information and have an abstraction layer, and that\u2019s what we try to do with Sunshine. We want to have an abstraction layer where you start working and seeing all of this data to get insights into your customer. And I think that\u2019s much better start.\u201d<\/p>\n

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Zendesk expands into CRM with Base acquisition<\/a><\/p>\n<\/blockquote>\n

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Article source: http:\/\/feedproxy.google.com\/~r\/techcrunchIt\/~3\/ePFK8Vpz3Ss\/<\/p>","protected":false},"excerpt":{"rendered":"

Like many technology companies, Zendesk made the tough decision to cancel its Zendesk Relate customer conference this week in Miami amid COVID-19 health concerns. That doesn\u2019t mean the announcements didn\u2019t <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[19],"tags":[25],"class_list":["post-17416","post","type-post","status-publish","format-standard","hentry","category-enterprise-software","tag-enterprise"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t