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Integrate Zendesk and Sitecore

Why should you integrate Zendesk and Sitecore

There was a time when seeing your name in an email subject line seemed like a great digital marketing move. Today personalisation, which is about offering tailored experiences to customers, requires a far more strategic approach. Customers are inclined towards brands that they feel they listen to them, understand them, and pay attention to their needs. It’s a great way for brands to contextualise messages, offers and experiences they deliver, according to each visitor’s unique profile.

It can be viewed as an evolution from marketing communications to digital conversations, with data as the starting point. Collecting, analyzing, and effectively using information about consumer demographics, interests, and behaviors helps brands to create campaigns, content, and experiences that are in sync with the target audience.

91% of consumers are more likely to shop with brands who recognize, remember, and provide them with relevant offers and recommendations.

Accenture survey, 2018

Tracking and measuring customer behavior helps in offering personalized support and marketing. This in turn helps agents with access to customer’s information and purchase history. Consumers are more likely to purchase from brands that know their name and purchase history, and then deliver relevant communication as a result.

In case customers have any questions, they can ask anything using a simple contact form. Ticket creation access can also be given to customers and end-users without a Zendesk account.

Just by adding a button to any webpage or an element on the webpage, end-users/customers can search through the knowledge base, chat with a live agent or submit a ticket. In a nutshell, the look and feel of the webpage can fully be customized.

The potential of Sitecore

Sitecore is heavily customizable, providing the flexibility to select the required features, no restrictions in integration with third party systems and system’s behavior or functionality. Key reason for choosing Sitecore CMS is most Sitecore systems are multi-lingual and multi-site.

Sitecore’s Web Content Management System can help analyze customer decision making process by tracking customer behavior on the web. Qualified leads can be converted with the help of Sitecore CMS development.

Sitecore’s Go-To-Tools like Sitecore Experience Accelerator (SXA) and Sitecore Experience Commerce help businesses speedup the development process and manage the storefront. Sitecore’s inbuilt applications like Web Forms for Marketers (WFFM) and Email Experience Manager (EXM) make designing newsletters, forum or email pitches nimble; and SEO Tools aid developers write content in compliance with search engine algorithms. Also, unlimited amount of codes can be written and integrated with multiple websites within a short period.

The potential of Zendesk

At its core, Zendesk is essentially a customer support platform that lets brands connect with customers on any channel. Whether the customers want to connect by phone, chat, email, social media, or any other channel, Zendesk brings all the customer interactions to one simplified platform to make it easy to keep track of all the support requests, answer questions quickly, and monitor customer service agent’s effectiveness.

Zendesk is easy to set up and great to use. The platform offers all the customer relationship management (CRM) tools a brand needs in an industry-leading cloud platform, so whether it’s a fast-growing startup or enterprise looking to improve your current standards, Zendesk can scale to meet your needs.



To know more, check how you can realize the true potiential of Sitecore with us. 

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The integration of the two

Zendesk’s omnichannel support offers powerful solutions for customers to engage with the business at their convenience. Omnichannel view with connected channels provides better agent experience which in turn enhances agent productivity and better ROI. Consolidated dashboards help monitor and manage all channels at one place providing better admin experience.

Delivering customer service via chat, phone, email, social media or other channels, rewards business with more loyal customers, better conversion rates, and enhanced customer service by allowing customers to self-serve for questions and tasks such as updating phone number, email, and address..

Natesh G
Natesh G Manager, Zendesk Practice


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