Zendesk expands into customer relationships

Zendesk has launched an expanded product family focused on building better customer relationships. As part of the company's move to offer services beyond customer service, Zendesk also introduced two new products that create more personal connections between customers and organizations through customer intelligence and deeper analytics. 

The new family of products, including Zendesk Connect and Zendesk Explore, represent the move to a complete family of products that help businesses understand their customers, improve communication and offer support.

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"For too long, business software has been built for businesses at the expense of customers. It's been built for department silos and separate ‘clouds,’ not the seamless experience customers expect today,” said Mikkel Svane, Zendesk founder and CEO. “We're changing that with products built for relationships first."

More specifically, Connect – which can be used by marketers in addition to support agents – delivers customer intelligence for proactive engagement and support, so businesses can reach out to customers at the right time. It combines historical data with individual customer actions and events from websites, mobile apps and other digital interactions so businesses can offer relevant and helpful messages. Using Connect, brands can preempt a support issue by guiding customers at the moment that they need help, recommending relevant products or services based on past behaviors, or alerting customers to new features or options.

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Explore offers an advanced analytics engine across all of Zendesk’s products, which makes it quick and easy to view and analyze any data. Along with Zendesk data, it also brings together customer data from any third-party sources.

“Customers want a single experience with companies based on their preferences and history, not the needs of internal departments,” said Adrian McDermott, senior vice president of product development at Zendesk. “We’re creating a shared memory for organizations so they know their customers and can connect with them in the moment.