Today, customers increasingly judge companies on the experience – not just on products and prices. In fact, 80% of customers say that the experience is just as important as the product itself. When sales and support work in silos, it becomes almost impossible to live up to these expectations. The result is broken customer experiences and lost opportunities.
Challenges without integration
Without a close link between your CRM and support systems, you typically experience:
- The customer has to repeat themselves: A customer calls support, but the employee cannot see that a quote has just been given in Salesforce.
- Silos lead to poorer decisions: Support and sales work from different datasets, and management lacks a complete picture of the customer relationship.
- Upselling and retention are lost: An account manager contacts the customer to discuss an upgrade, but overlooks the fact that the customer has unresolved support cases.
Salesforce + Zendesk: A unified view of the customer
An integration between Salesforce and Zendesk builds a bridge between CRM and support. This means that both sales and support work from the same data. Customer and contact data from Salesforce is shown in Zendesk, and the sales team can see active support cases directly in Salesforce. In short: the customer experiences consistency regardless of who they speak to.
How we at Available help
At Available, we help you get the full benefit of the integration. Our approach is based on three steps:
- Strategic advice: We uncover where integration creates the most value for your particular business.
- Technical implementation: We ensure that data flows smoothly and that workflows support your processes.
- Change management and training: We help your teams adopt the solution, so that the benefits are realised.
Integration between Zendesk and Salesforce is no longer a luxury – it is a necessity for creating growth. It gives you a unified customer view that strengthens the customer experience, efficiency and business results.
Are you ready to bring your CRM and support together? Contact us, so we can help you create cohesive customer experiences.
Read the full article at: https://www.available.dk/mere-end-zendesk/zendesk-salesforce-derfor-er-crm-og-supportintegration-n%C3%B8glen-til-st%C3%A6rkere-kundeoplevelser