Zendesk offers a swath of products that supplement — and in some cases supplant — its clients’ customer service offerings. Until now, however, businesses had to sign up for Zendesk’s services individually, as they weren’t available in a single bundle. That changes today with the introduction of Zendesk Suite, a subscription plan that brings the company’s most popular products together under one roof.
“From an omnichannel point of view … our products scale to companies where there are many thousands of agents that deal with customer inquiries,” Adrian McDermott, president of products at Zendesk, told VentureBeat. “[Zendesk Suite] allows customer service experience to be tailored and richly transitioned from one channel to another, which we think is a unique offering in the industry.”
The Zendesk Suite comprises the company’s Support, Guide, Chat, and Talk products, funneling email, live chat, phone, self-service help centers, and other channels — including social media networks like Twitter and Facebook — into a single dashboard. Agents can start conversations on one platform and seamlessly transition them to another, as well as viewing past interactions in a unified stream.
According to Zendesk’s research, companies that integrate across customer service channels have 39 percent lower wait times and are 31 percent more likely to resolve problems with a single interaction.
“First-generation and second-generation customer relationship management software wasn’t constructed in a way that helps you…