Jul 29, 2022
The 10 Best Zendesk Integrations of 2022
Customer SupportService ExperienceSupport Experiencenext gen supportIntegrations
1. Shopify: Serve customers in real-time
People today expect online shopping to be a seamless experience. According to Zendesk’s 2020 Customer Experience Trends Report customers “expect to have one conversation with your company, regardless of which team they’re talking to” and “expect your teams to be talking to each other.”
Ecommerce support teams can stay synced on customer information with the Shopify app for Zendesk. This integration gives agents access to Shopify data—including order, billing, and shipping information—from Zendesk. With this information, agents can make fast, insightful decisions when interacting with customers.
2. Mailchimp: Make Zendesk your one-stop email shop
As one of the world’s most popular marketing platforms, Mailchimp delivered close to 40 billion transactional emails in 2020 alone. Customers are seeing a significant amount of information before ever reaching out to support reps.
To share relevant (and not redundant) information, reps need a sense of what customers already know. The Mailchimp-Zendesk integration helps reps gauge customers’ knowledge by displaying which email campaigns a customer has received and how they’ve responded to each one on their profiles.
With this information, reps can offer more relevant help to the customer and offer solutions that might appeal to the customer based on campaigns the person interacted with previously. They can also use the Mailchimp Campaign app to send emails to customers right from Zendesk.
3. Formspree: Get better customer feedback, faster
With the right questions, feedback forms can capture valuable insights about the customer journey—from sales and marketing to product usage. And luckily, many customers are happy to fill out questionnaires from brands. SurveyMonkey found that two in three customers who received surveys or forms completed at least half of them.
But you need to do more than collect the data—you also need to make sense of the data. Some support teams manually enter survey data in their CRM to analyze it, but the exercise is often frustrating with time-intensive data entry and lost metadata.
Enter Formspree. A form back-end tool, Formspree automatically syncs customer feedback directly with Zendesk—resulting in fast insights for your team and a better experience for your customer.
Formspree also provides helpful tips for building better customer feedback forms.
4. Census: Sync your customer data
Customer data is not always easily accessible. Zendesk’s integration with the data-automation platform Census can help. Together, the tools deliver important customer intel that is often locked away right to your agents’ fingertips—without help from an IT team.
The plug-in saves your support team time when routing and responding to tickets. It consolidates customer data and prevents agents from having to jump between multiple apps while trying to handle an urgent customer request.
The software company Loom saw an immediate impact after using this Zendesk integration. During COVID-19, usage of Loom’s video messaging software exploded—and, along with it, the number of support tickets. The Census plug-in connected important customer data to Zendesk, so Loom could organize tickets by customer plan. This meant tickets were connected to the relevant data support reps needed, so they could find the solution more quickly, without having to search for customer information.
5. SupportLogic: Be proactive instead of reactive
Today’s ticketing platforms typically focus on metadata, which fails to capture the most valuable content inside those tickets. That gap was the impetus for SupportLogic’s creation, says founder and CEO Krishna Raj Raja.
“We started SupportLogic to put this unstructured data front and center and extract signals to not just understand customer sentiment, but also product requests, cross-sell and upsell opportunities, and churn risk.”
Of the many available Zendesk integrations, SupportLogic is the ideal tool for teams looking to be predictive and proactive rather than just reactive in their support. Our service experience (SX) platform uses AI and NLP technology to monitor support conversations, identify at-risk customers, and send real-time alerts to teams. Integrated with Zendesk, SupportLogic’s dashboard provides a panoramic view of each customer’s information—from outstanding tickets to product feedback and potential upsells.
SupportLogic’s intelligence app also tracks which factors are driving escalations, enabling you to choose the best preemptive corrective actions for each customer. Agents can then communicate across teams via a Slack integration to resolve escalations quickly. Thanks to improved case management, clients have reported a 40% reduction in escalations.
6. Stream: Drive customer engagement through live chat
Live chat apps offer one of the biggest growth areas for customer support. According to Zendesk’s 2020 Customer Experience Trends Report, “Customers want to communicate with companies over the same familiar channels they use to talk with friends and family. Moreover, they want fast and efficient responses.” And yet, “Less than 30% of companies offer self-service, live-chat, social messaging, in-app messaging, bots, or peer-to-peer communities.”
The enterprise-grade chat platform Stream is an excellent way to elevate your support with chat. Stream’s in-app messaging service allows you to build a live-chat web app, so you can increase engagement with your customers and replace time-consuming emails.
7. Geckoboard: Share live Zendesk metrics
Integrate the popular dashboard tool Geckoboard with Zendesk, and you’ll be set to organize your customer information into clear, engaging dashboards.
With Geckoboard dashboards, agents can easily view live metrics from your Zendesk account—including first-reply time, CSAT, and ticket volume. Add filters and other customizations to visualize the exact data you want. At a glance, you and your reps will be able to spot ticket spikes, identify which customers need nurturing, and respond to problems in real time.
Geckoboard is especially helpful for distributed teams. Remote agents can use the tool’s dashboards to stay updated on tickets and their workloads, even across time zones.
8. Trello: Power-up task cards with built-in support tickets
Keeping your team on the same page while also tracking everyone’s individual progress can be a tall order. Trello makes this easy by allowing you to load cards with relevant task information and assign them to the right people.
Integrating with Zendesk, either through the Zendesk Power-Up for Trello or vice versa by adding the Trello app from the Zendesk Apps Marketplace, avoids interruptions and keeps tasks and support closely aligned.
Support teams can update their Trello cards with support ticket information right from the CRM. This includes adding new tickets to existing cards, so all the information and tasks for a customer are in one place, and assigning cards to specific team members to ensure the customer gets a response from the right person.
The flexibility and cohesion between Trello and Zendesk mean team members are on the same page, customer information is readily available, and—most importantly—the customer experience is elevated through consistent support and clear communication.
9. Salesforce: Better support means better sales
Salesforce is a leading customer relationship manager that provides a shared view of customer information across all departments within an organization. Zendesk’s main goal is to improve customer relationships. If you’re running both Salesforce and Zendesk, your company has a lot of customer data on its hands. But sales and support team members are constantly switching back and forth between tools to access the information they need.
The Zendesk-Salesforce integration solves this because sales and support teams can see Salesforce information in their Zendesk customer profiles, and vice versa. The integration allows the smooth, real-time exchange of important information between sales and support teams without errors or team members needing to leave their familiar platforms. These teams working in tandem elevates the overall customer experience—and contributes to the overall growth of your business.
You can integrate the tools by adding the Zendesk integration directly to your Salesforce account and/or by adding the Salesforce app to Zendesk to unlock the power of combined sales and support.
10. Social media: World-class support across social channels
Young consumers—namely millennials and Gen Z—are poised to dominate online sales over the next decade. Millennials and Gen Z spend around 3.8 and 4.5 hours, respectively, every day on social media—and they look to engage with customer support through the same channels.
The challenge comes in delivering a tailored support experience that matches the audience of each social platform. For instance, Instagram users might look for a less formal support chat than those on Facebook.
Thankfully, Zendesk integrates with most major social media platforms to help you deliver exceptional customer support no matter where your audience is.
Check out how Zendesk social integrations can help your business today.
Choose the best Zendesk integrations for your team
With this collection of Zendesk integrations, you can streamline time-consuming processes, make it easier for your team to quickly find the information they need, and stay ahead of the competition. Perhaps most importantly, you’ll free up your agents to spend more time where it counts: with customers.
Interested in other ways to improve your customer support? Learn how SupportLogic’s Service Experience Platform can elevate your customer experience, and request a demo.