by Julie Lyons
Zendesk recently announced eight brand new Zendesk integrations to help you work better and improve your customer service!
The new integrations include:
Five9, the largest pure cloud contact center provider, brings advanced contact center capabilities to Zendesk for inbound customer service and support to maximize employee productivity. Access your Five9 contact center tools directly inside Zendesk as an app and easily have new tickets generated when a phone call comes in, or open an existing customer record.
Drumbi puts a different spin on your telephony system, giving your customer a more personalized experience when they call your support line. Drumbi for Zendesk integrates the phone channel into your agent’s Zendesk experience, so tickets can be automatically generated through support calls. It captures tags and categorizes each phone interaction, allowing the agent to focus on the customer.
RemoteCall by Rsupport allows your Zendesk agents to easily start a remote view session from Zendesk to help diagnose and resolve issues real-time. Generate a session key directly from within Zendesk and launch the RemoteCall agent with just 2 clicks. Once all parties are connected, you can start a screen control session, chat, and even draw on the shared screen for quick and easy pointers to your customer to help them diagnose and solve their issues.
Glance allows you to launch Co-browse and Screen Sharing sessions from Zendesk tickets and users. With Glance Co-browse, agents and customers are on the same page, dramatically reducing the frustration of online activities and decreasing ticket resolution time. If the issue is outside of the browser, quickly escalate from a Co-browse session to a Glance Screen Share session in a matter of seconds.
Slack helps to bring all of your communications together in one place and provides real-time messaging, archiving, and search for modern teams. Push activity from your Zendesk tickets into Slack to keep everyone apprised of what’s going on in the world of support. Easily tie in other tools that you use; Twitter, Dropbox, Google Docs, Asana, Trello and dozens of other services are supported to help keep all your teams in the know.
CloudMagic is a slick tool that helps you manage email on your mobile device. CloudMagic brings all of your mailboxes into a single place and gives you access to contextual “cards” that you can use to tie into your favorite business applications, including Zendesk. Use the Zendesk card to turn an email into a support ticket or provide updates to existing tickets with a simple tap.
WorkflowMax helps you capture time that your agents are spending working on Zendesk tickets. With the WorkflowMax timer for Zendesk, easily select a client project to track time against, add notes, and use WorkflowMax to take this information and bill it back to your customer. Understand where your agents time is going and which clients are taking most of your time.
Cirrus Insight is a nifty plugin for Gmail that gives you contextual information from Zendesk and Salesforce as you view your emails. Using the Salesforce integration, Cirrus Insights pulls relevant associated Zendesk ticket information about the person who sent you an email and allows for you to create new tickets, update status, or even log the email against an existing ticket to help you keep your support requests properly recorded.