This Wednesday, Zendesk announced a set of no-code tools that provide business end-users with custom data services for generating bespoke customer experiences (CX) for a range of use cases.
The fresh no-code tools allow company admins to create efficient CX workflows with custom objects and end-to-end context to enable personalized customer conversations.
Paxton Cooper, Senior Vice President, Product Management, Zendesk added:
There is a clear path for CX teams to create personalized interactions that build stronger customer relationships, but to get there, data from all parts of a company’s business needs to be readily available to them. Our customers have long benefited from Zendesk’s open, flexible platform, and our new offerings will allow service teams to act quickly and unlock more of their data’s potential.
Zendesk is developing its no-code solution to answer several emerging issues the firm discovered across its client base.
According to Zendesk forecasts, the volume of CX data that clients create, capture, copy, and consume will exceed 180 trillion gigabytes by 2025.
Moreover, the firm found in its Zendesk 2023 CX Trends Report that 67 per cent of it questioned business leaders who report disorganized and reactive efforts to leverage CX data.
Based on its research and latest product offerings, Zendesk recommends that its clients and related business leaders unify their company’s CX data via its new toolset. Then, companies can strategically improve agent-to-customer relationships using the newly unified CX data.
Additionally, Zendesk notes that personalized CX avenues - that clients can build on the new toolset – are seen as the new standard by 70 per cent of customers. On the other hand, Zendesk claims that only 69 per cent of sales agents “do not feel equipped” with the data models or tools required to improve and personalize CX avenues.
Alongside improving the customer side of a buyer’s journey, the new toolkit also helps agents manage data across coworkers and customers.
Custom Workspace for Call Agents
Zendesk built upon its agent workspace solution with its latest offering. Now, clients and agents can customize their digital workplaces without using coding methods. The firm can allow agents to use fresh tools, such as integrating custom objects into their workflows.