SIIA New Member Interview: Zendesk

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The SIIA is delighted to introduce one of the newest members to join SIIA’s Software & Services Division, Zendesk. I had a chance to sit down with the VP of Global Regional and Partner Marketing, Julie Knight, to learn a little more about software for managing customer relationships. Please find my interview below.


Rhianna: Tell us about Zendesk and what makes you unique?

Julie: Zendesk builds software for better customer relationships.  Our family of products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. 

Rhianna: Zendesk has been making international strides in helping businesses to build better customer relationships. Can you tell us more about that?

Julie: Zendesk is the leading omni-channel customer engagement software solution. More than 80,000+ customers such as Gilt Groupe, Uber, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Loved by both service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. 

Rhianna: Zendesk recently rebranded and released two new products, Zendesk Connect and Zendesk Explore. How will these products help shape the customer relationships?

Julie: Zendesk Connect is customer intelligence software built for targeted campaigns and proactive engagement - it helps you better understand your customers and their journeys to proactively support and engage them.  Find out more at https://www.zendesk.com/connect/

Explore: Zendesk Explore provides analytics to measure and understand the entire customer experience - Building customer relationships works better when it’s driven by data. With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it.  Find out more at https://www.zendesk.com/explore/.

Rhianna: How has Zendesk implemented machine learning to better a user’s experience?

Julie: Customer satisfaction is the bread and butter of every customer service team. We all want to make our customers happy, and satisfaction becomes both the reason we show up to work and barometer by which we measure our success. Every interaction offers a business thechance to leave a customer feeling good, helping to build a relationship for the longer term. Yet some customer interactions have a mercurial quality and end up in a different place than they began. If you knew what direction customer interactions were heading, you’d be better-equipped to handle them successfully, able to deploy specific tools and resources to ensure a positive outcome. 

"Here at Zendesk, we’re applying machine learning capabilities to some of our products,” shared Adrian McDermott, senior vice president of product development at Zendesk. “Tools like Satisfaction Prediction and Automatic Answers give customers the resources they need to resolve issues faster, and to focus more time and attention on inquiries that require a human touch. As we move forward, we’ll continue to expand our use of machine learning in exciting new ways, by reading more content clues and offering recommended responses.”

Learn more at https://www.zendesk.com/blog/improve-customer-experience-machine-learning/.

 

Rhianna Rhianna Collier is VP for the Software Division at SIIA. Follow the Software team on Twitter at @SIIASoftware.