Launches Duet, App Framework for partners
To break down silos and bring together customer-facing teams at organizations, Zendesk this week unveiled Duet, which combines the power of the company’s Sell and Support offerings.
The Lowdown: Duet creates cohesive experiences by allowing both pre-sales and post-sales teams to use the same platform.
The Details: Duet is now available for $59 per user per month.
Meanwhile, the Zendesk App Framework for Sell provides an open, accessible way for companies to integrate third-party systems and create a unified experience with the tools they already use across marketing, sales, service, etc.
With the framework, partners such as Mailchimp and GetResponse can embed third-party actions and data right within Sell and Support. In addition, company-specific information and custom objects can be brought into the Sell and Support apps from Zendesk Sunshine, Zendesk’s CRM platform.
The Impact: Zendesk is working closely not only with development partners but also with systems integrators to enhance the customer experience. Through their planning, design, and deployment services, integration partners are helping companies digitally transform their businesses.
Background: In a recent survey of SMBs, Zendesk found that 86% of software purchasers said the ability to share customer data between sales and support tools is a very important consideration when evaluating software. That ability becomes even more important in fast-growing businesses with resource-constrained sales and service teams.
The Buzz: “The days of thinking about customers as living in separate sales and support clouds is over. Customer experience transcends any single function or team,” said Mikkel Svane, Zendesk founder, CEO, and chairman. “With Duet, we’re changing the CRM landscape forever by breaking down the walls between customer-facing teams and making it easy for companies to get started quickly with a joint offering for sales and service.”
“We’re using Zendesk Sell and Support to make it easier for the entire organization to surface and act on relevant information,” said Simon Rodrigue, senior vice president and chief digital officer at Staples Canada. “By giving our sales and support teams everything they need in one platform, they’re able to effectively and efficiently collaborate and improve the customer experience.”