Integrations Enable Simpler and More Personal Customer Engagement to Gather
Insight and Build Relationships
San Francisco, CA December 10, 2013 Zendesk, the leading provider of
cloud software for better customer service, today introduced capabilities to
conduct proactive customer surveys and email campaigns through new
integrations with SurveyMonkey, the worlds leading online survey platform,
and leading email marketing platform MailChimp. The integrations are built
on top of Customer Lists, a new Zendesk feature that enables companies to
engage directly with their customers beyond the traditional support ticket.
Traditionally in customer service, companies interact with their customers
when they contact support for help. Yet only a fraction of customers ever
contact service for help, and even when they do, most do so infrequently.
Customer Lists allow companies to view and organize their customers across
various criteria, such as their tenure, usage or interests, and then engage
with a SurveyMonkey survey to gather feedback or a MailChimp email campaign
to start a conversation. The lists also can be exported for use with other
applications or services.
Companies spend more time engaging with their customers through support
than almost any other part of their organization, said Adrian McDermott,
senior vice president of product development at Zendesk. Together with
MailChimp and SurveyMonkey, were helping customer service teams transform
from solving reactive customer requests to building lasting customer
relationships.
Gather Feedback through SurveyMonkey
The SurveyMonkey Create app allows companies to build and send surveys,
either from scratch or through pre-made templates specific to product
feedback and general customer service feedback. For example, by creating a
list in Zendesk of customers who recently bought a product, a company could
create a survey targeted to those customers asking for their product
feedback.
By gathering information directly from customers, companies can make more
informed business decisions and spot potential customer service issues
before they occur, said Kate Brennan, director of business development at
SurveyMonkey.
Start Conversations through MailChimp
Companies using Zendesk and the MailChimp Campaign app can now create and
distribute targeted email campaigns based on factors such as billing cycles
and customer tenure, and then communicate proactively with those customers.
For example, a company could reward their most avid customers by sending
sneak peeks at a new product, warn users of service disruptions or greet new
customers with a personalized welcome newsletter.
The best customer service creates an ongoing conversation between real
people, said Amy Ellis, head of integrations at MailChimp. By being
targeted and personal in their proactive communication with customers,
companies can build relationships that last a lifetime.
Zendesks Customer Lists feature is available immediately, and companies can
add the new SurveyMonkey Create app and MailChimp Campaign app to their
accounts from the Zendesk App Marketplace at http://www.zendesk.com/apps
About SurveyMonkey
SurveyMonkey is the world’s leading online survey platform, with more than 2
million survey responses every day. SurveyMonkey has revolutionized the way
people give and take feedback, making it accessible, easy and affordable for
everyone. The company was founded in 1999 with a focus on helping people
make better decisions, and has built technology based on over 10 years of
experience in survey methodology and web development. Customers include 99%
of the Fortune 500, academic institutions, organizations and neighborhood
soccer leagues everywhere. The company has over 275 employees throughout the
United States and Europe, with headquarters in Palo Alto, CA. For more
information, visit www.surveymonkey.com.
About MailChimp
MailChimp supports more than 4 million subscribers worldwide, sending 5
billion messages per month. MailChimp is designed for the do-it-yourself
power user – someone looking for all of the power of an enterprise
application, but built for anyone to use. MailChimp integrates with many
third party applications including Facebook, Twitter, Hootsuite, Pinterest,
Instagram, SurveyMonkey, Eventbrite, Etsy, Salesforce, WordPress, Magento,
Joomla, Drupal and Google Analytics. And best of all, prices start at free.
For more information, visit MailChimp.com.
About Zendesk
Zendesk builds cloud software for better customer service, bringing
companies and their customers closer together. With Zendesk, companies
engage directly and openly with customers, building more meaningful customer
relationships that last a lifetime. More than 30,000 companies, such as Gilt
Groupe, Disney and Box, use Zendesk to provide service to more than 200
million people worldwide. Founded in 2007 and based in San Francisco,
Zendesk has offices in nine countries and funding from Charles River
Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures,
Matrix Partners and Redpoint Ventures. Learn more at www.zendesk.com.
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