Zendesk Connect

Zendesk Connect

Be ahead of the game

Zendesk Connect manages proactive customer communication across channels, to deliver better customer experiences at scale

 

Overview

Your support team has the inside scoop on what customers need, want, and expect. Zendesk Connect leverages that information in order to design the journey that’s right for each customer. It creates better communication across all channels—giving them less reasons to ask for help, and more ways for you to offer it.

 

MESSAGES AT SCALE

Know your audience

You have plenty of data about each customer journey — from the web, to product, to Zendesk Support. Use it to send messages at the right time and in the right channel. Then, experiment with different messages and measure their effects to provide the best experience.

 

ANTICIPATE AND PREVENT TICKETS

Get one step ahead

Solve problems before they arise: send messages in real-time via any channel based on what your customers are doing within your product. Using their customer journey data and Zendesk Support, you can decide to send an automated message or get an agent involved, if necessary.

 

GROW AND RETAIN

Take the next step

Keep your customers coming back for more. Continue to test which messages have a higher engagement rate, and then use those results to send offers that apply specifically to a customer based on their Support history and product journey.

 

Choose your channel

Get in touch at the click of a button.

 

Email

Create emails with Connect’s drag and drop email editor. Turn emails into two-way conversations via a ticket in Zendesk Support when customers reply.

 

Website

Use the Zendesk Web Widget to display custom notifications in your desktop and mobile websites.

 

Mobile push

Send iOS and Android push notifications straight to your customers.

 

SMS

Hook up your existing SMS provider or use Zendesk Talk to send text messages. Talk customers can turn inbound customer SMS responses into two-way conversations managed like any other Support ticket.

 

Webhook

Use Connect’s segmentation to trigger a workflow in another system.

 

Features

 

Put your data to work

Connect plugs into your existing Zendesk Support and Zendesk Talk accounts to engage customers and solve problems before they turn into negative customer experiences. Use your customer journey data along with Support to automate and evaluate proactive email, SMS, website, and mobile messages.

 

Spread the word

 

Segment users

Decide who gets a message based on actions they’ve completed in your product and within their Support history.

 

Send in real time

No more waiting for batch jobs to finish—automate communication using our API, Zendesk Support, and partner integrations.

 

Create recurring messages

Send a message every time a customer matches the criteria of a triggered campaign. Limit message volume with frequency caps.

 

Get up close and personal

 

Personalize variables

Compose messages based on user or event data. Include placeholder content for users who are missing info.

 

Fetch dynamic content

Get text and images specific to each recipient right when a message sends—ideal for suggesting items or creating email digests.

 

Conditional logic

Decide what each user sees—include IF, ELSE, and looping logic to display different message content based on the recipient’s status.

 

Track their steps

 

Reach existing users

Automatically synchronize customers from Zendesk Support into Connect, including custom attributes, then use that data for segmentation.

 

Track ticket history

Connect remembers when a ticket is created, updated, or solved in Support, so you can use that data to decide who receives messages and how they affect tickets with certain tags.

 

Track CSAT history

Connect remembers positive and negative CSAT ratings so that you can control the communication flow based on the quality of each customer’s experience.

 

Endless experimentation

 

A/B Testing

Test multiple versions of a message at the click of a button. Choose to test the same channel (email vs. email) or any combination (email vs. push vs. SMS).

 

Find the winner

Figure out which version of a message is the most successful; Connect will automatically choose the winning version to send for future messages.

 

Control groups

Set a baseline by seeing how many users take action when you don’t send a message, then compare to the conversion rate based on when you do.