A CRM system is a crucial technology for sales and outbound campaigns. It allows organizations to maintain a centralized repository of customer data, which automatically updates thanks to integrations and contact center inputs.
Using the CRM, users can segment customers into groups, create 360-degree profiles, track and follow up on leads. All this drives business growth through customer acquisition.
One of the leading CRM systems enterprises is Zendesk Sell.
What Is Zendesk Sell?
Zendesk Sell is a cloud-based sales CRM that equips customer-facing teams with the tools to engage with customers via calls or email, increase conversion rates, and derive analytics-driven insights to boost sales productivity.
First launched in November 2018, Zendesk Sell also offers sales automation capabilities. Contact centers can unlock these with an integration to the Zendesk helpdesk platform, which allows agents to access contextualized information on every customer.
In the same year, Zendesk acquired FutureSimple - the startup that built the sales automation software Base. The deal forms the bedrock of Zendesk’s CRM offering.
Zendesk Sell targets companies of all shapes and sizes, with two premium support plans – Zendesk Assist and Premier Enterprise.
The 5 Modules of Zendesk’s CRM Offering
1. Email Intelligence
Email intelligence and automation enable users to track the messages they send, create and save unlimited templates, and receive email alerts.
The solution supports email personalization by helping to merge tags automatically. Alongside this, users can:
- Receive insights and alerts on tablets and smartphones
- Access key metrics such as email count and outcomes
- Set up automated emails and task sequences
2. Native Call Dialer
In addition to email campaigns, Zendesk Sell has a built-in dialer that automatically enables one-click calling, dialling the next number on sales lists – without human intervention. If a person is not available, Zendesk enables a smooth transition to SMS communication. Accessing this module, users can:
- Log and record outgoing and incoming calls for reference
- Access notes and call scripts directly in Sell
- Link SMS messages to a contact within the Zendesk CRM
3. Sales Prospecting
The primary reason to implement a sales CRM is to increase conversions and improve business outcomes. Zendesk Sell enables this through targeted prospect lists, where sales agents identify the right stakeholders for each account and engage with the customer across channels.
Also, the solution includes a built-in repository of 20 million businesses and 200 million professionals, enabling users to:
- Benefit from intelligent lead recommendations
- Build targeted lead lists based on industry, company size, role, etc.
- Enhance Sell contact and company records with data
4. Reporting and Analytics