Totango has proven its ability to provide valuable insights that can empower support agents and help companies turn support incidents into great customer experiences. - Conan Reidy, Zendesk
Palo Alto, CA (PRWEB) October 17, 2013
Totango, the market leader in customer success and user insights, today announced the launch of its Totango Insights app on the Zendesk App Marketplace. This new app gives support agents the unique capability to instantly access — in real-time, right within Zendesk — valuable insights on the health and engagement of the customers they are assisting. The partnership also provides Totango a critical channel to expand its business in Zendesk’s growing customer base.
“Totango shares our commitment to provide a superior service experience”, said Conan Reidy, vice president of business development at Zendesk. “As a trusted partner, Totango has proven its ability to provide valuable insights that can empower support agents and help companies turn support incidents into great customer experiences.”
The Totango app is available to all Zendesk customers and integrates Totango insights right into their helpdesk interface, next to a live support ticket. Insights such as account health, product engagement, usage frequency, and customized tags help provide valuable customer context. During every support interaction, agents can quickly identify power users from beginners, understand if an account is at risk or approaching renewal, and see a summary of the user's most recent activities. With all this real-time information at their fingertips, agents are better equipped to provide a tailored support experience and meet their customers' needs even faster.
“We are thrilled to partner with the leader in customer service software,” said Guy Nirpaz, Chief Executive Officer of Totango. “Support organizations remain the most frequent point of customer interaction for many companies. To complement the growth in customer success teams, companies also need to maximize the existing investment in their support organizations. Frontline agents should be armed with the same customer data and insights that customer success managers have. With the Totango app for Zendesk, we are able to create a useful bridge between the two organizations to help companies offer an unparalleled customer experience.”
To learn more about the Totango app for Zendesk, go to http://www.zendesk.com/apps/totango.
Totango is the leader in customer engagement and user insights for cloud apps. The company helps SaaS vendors and online subscription services take a data-driven approach to reducing churn and driving customer success, product adoption, and trial conversion. Totango monitors customer behavior and usage in applications—along with critical relationship data from CRM, billing, and other systems—to generate insights on customer health and engagement. The company’s platform combines big data analytics with powerful segmentation and predictive tools to guide vendors in taking the right actions with each customer to create an active, engaged user base.