How Zendesk is transforming CX in 2020

By Adrian McDermott, President of Products

Published March 4, 2020
Last modified March 4, 2020

Customer expectations are higher than ever—so much so that ​IDC predicts​ that companies will spend $641 billion on customer experience technologies by 2022 to meet them. Customers want easy, fast and personalised experiences across touchpoints, and they’re comparing your business to companies that consistently deliver on their needs. When companies prioritise their relationships with their customers, they reap the benefits of renewed loyalty and competitive advantage.

But meeting your customers’ expectations does not have to be complicated or costly. To help you provide seamless experiences that grow with the needs of your customers and your business, we are expanding our service-first CRM solutions with new, powerful Support and Sales Suites, as well as greater functionality for our open and flexible CRM platform, Zendesk Sunshine.



Conversational experiences made easy

A great customer experience is an effortless one. Customers don’t want to have to work hard to contact your business. Increasingly, they want to have the same kinds of natural, conversational interactions with your business as they have in their personal lives .

With the launch of the Zendesk Support Suite and the Zendesk Sales Suite, we’re expanding our product suites to enable support and sales teams to foster more human conversations with their customers across touchpoints.

Introducing the Zendesk Support Suite

Research is clear: customer service is key to exceptional customer experience. To drive differentiation, businesses must design the customer experience with service integrated into every interaction in the customer journey. The redesigned Zendesk Support Suite empowers businesses to deliver unified, conversational service across channels, so your customers can reach out however and whenever they wish. Here’s some of the key features:

Emerging social messaging channels

Research in Zendesk’s Conversational Business Report, State of Messaging 2020 revealed that messaging has the highest satisfaction rating of any channel, with an average CSAT of 98 per cent. Messaging is fast, convenient and asynchronous, allowing customers to reach out and respond on their own time. In addition to other channels, such as email, phone, live chat and SMS, The Support Suite now includes emerging social messaging channels powered by ​Sunshine Conversations​, our recently launched conversational business platform.

This allows companies to seamlessly engage customers and manage conversations on popular messaging apps such as WhatsApp, Facebook Messenger, Twitter Direct Messages, WeChat and LINE, from one, unified agent workspace. Other capabilities include a live notifications view for agents to easily stay on top of all conversations in real time, as well as auto-responders so customers will receive an immediate response, even if an agent is not available.

Relevant context, regardless of channel

Behind every customer and each interaction is a story. And Zendesk’s Customer Experience Trends Report 2020 found that 71 per cent of customers expect companies to collaborate internally so they don’t have to repeat themselves and tell the same story again each time they seek help or reach out on a new channel.

To provide customers with the fast and personal experience they expect, the Zendesk Support Suite gives agents all the tools and context they need to resolve customer issues, regardless of channel. No matter what touchpoint a customer reaches out on, agents can view the relevant background information and conversation history, such as the customer’s email, recent orders, or why they last made contact. This helps to reduce wrap-up time, as agents can update and manage ticket fields, forms and status from one place—so they don’t have to spend time searching for details, and customers get the outcome they desire.

A unified agent experience

Natural, unified and customer-centric support experiences on the front end require an integrated workspace for your agents and the back-office team, enabling them to continue the conversation on the channel that makes the most sense. For example, an agent may need to follow up a chat conversation via email to provide more detailed, step-by-step instructions.

In the new Agent Workspace, part of the Support Suite, agents can respond to customers across channel touchpoints, including chat, email, voice and social messaging from one place—saving agents time from toggling between different dashboards and giving customers the convenience and personalisation they expect.

The new Agent Workspace also provides agents with the tools they need to customise their support environment based on use cases for more responsive and efficient support. And we made collaboration even easier, too, with the paid Collaboration add-on, which allows agents to loop in other teams across email and Slack, without leaving the support ticket.

Introducing The Zendesk Sales Suite

77 per cent of B2B buyers claim their latest purchase was “very difficult”. As new technologies, products, suppliers and services emerge, and more information is available online, buyers are overwhelmed, making sales conversations more important than ever.

But salespeople today are spending less time having sales conversations and more time navigating complex internal policies and procedures, due to legacy tools and an increased number of point solutions. In fact, sales reps have to manage an average of 14 different sales tools. While the buying process has changed, legacy sales software was not designed to keep up, and instead of helping, it gets in the way.

The new Zendesk Sales Suite removes friction from every part of the sales process so teams can place their focus back where it belongs: enjoying rewarding conversations and closing more deals. The Sales Suite brings together Zendesk Sell, Chat, Reach and Voice to allow sales teams to:

  • Engage with customers in more ways, such as email, SMS and phone, and see every customer conversation, regardless of channel, in one continuous flow.
  • Speak with prospects directly on the website through live chat, so as to shorten the sales cycle, engage more buyers, and convert more leads from a single interface.
  • Personalise the sales dashboard and maximise sales productivity with out-of-the-box prospecting and data enrichment powered by Clearbit.


Here comes the sun

76 per cent of customers expect personalisation, according to Zendesk Benchmark research. But with companies managing three times as much data as they did five years ago, and that data living across siloed systems and software, accessing relevant customer details has become more complicated. And without an organised view of the customer that gives teams the right data, they are essentially left in the dark, making delivering personalised experiences next to impossible.

That’s where Zendesk Sunshine can help. Born in the public cloud, it enables companies to connect and understand all their customer data with a complete view of customer activity across systems. And today, we’re announcing new functionality to further empower teams to boost productivity and personalise customer experience. Zendesk Sunshine is now available to everyone, with greater functionality, including:

More powerful features

In addition to Custom Objects, companies can leverage powerful Sunshine features, such as Unified Profiles, Custom Events, and the AWS Events Connector to power differentiated experiences across Zendesk and their own applications. With these capabilities, agents can view every customer interaction regardless of the originating system, tie all their accounts into one comprehensive picture of the customer, and harness the power of AWS with a real-time streaming events connector.

A new e-commerce integration

We also announced a new Shopify integration that processes real-time events, such as purchases and returns, and gives agents a complete, contextual view of the customer. For example, an agent can see when a customer’s credit card doesn’t go through and provide support so that customer can successfully complete their purchase.

Visit our What’s New Page to see the full list of new and upcoming features.