Zendesk has announced a new platform that combines tools for sales and support teams. The platform, Duet, is designed for SMBs who want to offer customers a personalized experience that includes pre- to post-sales interactions.
Duet combines functions of Zendesk Sell and Zendesk Support, knows ZDNet. By combining these functions, Duet can provide sales and support staff with a complete picture of a customer. This includes interactions with the company, their transaction histories and account status. According to CEO Mikkel Svane, this brings to an end the time when “we thought that customers lived in separate sales and support clouds”.
“Customer experiences go beyond a single function or team. With Duet, we change the CRM landscape forever by bringing down the walls between customer-focused teams,” and with the solution, Zendesk also focuses on companies with limited resources, where sales and support staff have multiple roles. The company recently conducted research among small and medium sized companies, and found that 86 percent of software buyers find it important to share customer data between sales and support tools.
Twelve-year-old Zendesk supplies products to hundreds of industries and claims to have over 145,000 paid customer accounts. The company sees itself primarily as a SaaS provider for companies that want to offer customer service that deviates from the standard. In November, the company launched Sunshine, a new CRM platform built entirely on Amazon Web Services. The idea behind this is that companies are looking for a way to bring together customer data from different sources.
Now the company not only announced Duet, but also the App Framework. With the App Framework, companies get a way to integrate data and actions of third parties in Sell and Support. App Framework has been launched among early access partners, including MailChimp and GetResponse. The shared App Framework can also bring company-specific information and own objects to Sell and Support Apps from Zendesk Sunshine.This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.