The Zendesk support portal fits seamlessly into our website, and the Salesforce.com integration creates a 360 degree view of our customers by connecting our customer-facing support to our internal sales force automation system.
Copenhagen, Denmark (PRWEB) September 9, 2008
Zendesk, a leader in Web 2.0 help desk software-as-a-service (SaaS) solutions for online customer support announced today that it has released new Salesforce.com integration capabilities. The application allows customers to combine the power of the leading on-demand CRM solution with the most cutting-edge Web 2.0, on-demand help desk solution.
“Ironically, most SaaS CRM and helpdesk solutions focus exclusively on internal processes and are quite difficult to integrate to a company’s website,” says Mikkel Svane, CEO of Zendesk. “By combining Salesforce and Zendesk you simultaneously achieve closed- loop communication with your customers from your website to your help desk and from sales to support.”
Whether they are searching a website, visiting a support forum or just sending an email, business customers are now going to the Internet as the first place they look for support. But for most companies, these outward-facing online customer touch points are not integrated to back-end CRM and support systems. Zendesk goes beyond traditional help desk solutions to provide a complete online support portal with seamless integration to the back-end help desk, enabling online customers to communicate much more efficiently with support representatives.
"CakeMail is a true, dedicated white-label email platform, so our customers expect responsive, interactive online support," comments Francois Lane, CEO of CakeMail. "The Zendesk support portal fits seamlessly into our website, and the Salesforce.com integration creates a 360 degree view of our customers by connecting our customer-facing support to our internal sales force automation system."
Out of the box, the Salesforce –- Zendesk integration allows customers to submit support requests through email, web forms, forums and widgets. Requests are immediately captured and accessible by sales staff using Salesforce.com and support staff using Zendesk. Internal employees can look up support tickets using Salesforce.com contacts and accounts, while external customers get automated updates from Zendesk by email, forums, widgets and RSS.
"Combining Zendesk with Salesforce gives us an integrated best-of-breed SaaS solution," comments Mitch Grasso, CEO of Slide Rocket, a SaaS rich Internet application for design, delivery and management of professional quality online presentations. "Salesforce helps us manage our pipeline, while Zendesk enables agile, online customer support."
The Salesforce.com Zendesk integration component is available as a standard Salesforce app via Zendesk’s website, and will soon be available through Salesforce AppExchange.
Zendesk provides on-demand Web 2.0 help desk solutions. Using turnkey SaaS delivery, Zendesk deploys in minutes and provides a complete support community portal that lets customers communicate directly with the internal help desk. More than 500 companies and organizations from all over the world are already using Zendesk. You can too. Love your help desk! http://www.zendesk.com.
thomas @ zendesk.com