Zendesk, a cloud-based customer service platform, has recently announced two new products aimed at getting brands to take initiative.
Zendesk Explore – is a business intelligence tool that curates and analyzes customer-centric data from a variety of sources so brands can derive insights about how to reach out to their users and Zendesk Connect – enables customer segmentation and push notification engagement services.
These tools are being introduced today and are available through an early-access program, but the general public won’t be able to use them until next year.
“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’s chief executive. He added “We’re changing that with products built for relationships first.”
Today’s announcement shifts Zendesk away from being about support to service, establishing what could be a way to compete against the capabilities of Salesforce and other customer relationship management (CRM) tools.
Both Zendesk Connect and Explore utilize data to help companies develop personalized experiences. The former comes in the form of a websnippet, or SDK, that is inserted directly into apps and will collect data on user activity and behavior before tying it in with other Zendesk properties. Companies can then create segments on their users based on factors like geography, activity, specific events, plan type, email, or name. The tool will then provide a list of users that can be reached using push notifications. These notifications could be used for such things as helping onboard new customers, carrying out A/B testing, asking users to upgrade, and more.