Everything You Need to Know About Zendesk CRM Integration

Zendesk is a popular customer service platform that is empowering hundreds of thousands of global entrepreneurs and brands. It’s growing at more than 40 percent year after year, mainly because of the rise in demand for streamlined customer communications. No query gets lost and everything is assigned an individual ticket.

This is making it easier for businesses to manage hundreds of thousands of incoming queries while assigning virtual and human agents to tickets generated. It’s a critical platform to leverage when running a large enterprise with multiple products and service lines.

To help you get started, here’s everything you need to know about Zendesk and customer relationship management (CRM).

Selecting the right CRM solution

Integrating a robust CRM is key when it comes to maximizing your Zendesk setup. The right Zendesk CRM integration is a comprehensive solution that contains all critical information needed at the time of interaction with the customer.

The right CRM platform also needs to be dynamic enough to be leveraged across a wide range of domains. Agents and customers should get enhanced automation advantages when opting for the right CRM solution.

The CRM solution should also provide a technical overview of all conversations and chats being had at any given moment. This level of detail is critical when it comes to scaling driven businesses that require real-time data.

Flexible pricing, AI-driven solutions, and cloud integration are other areas to consider when thinking about Zendesk CRM integration. The right solution needs to have the necessary components in place.

Ease of technical integration

Whether you have mobile and desktop support is another area of consideration. It’s an important benefit that all businesses should know about when opting for a Zendesk CRM integration.

Successful technical integration is also dependent upon official support and ease of adaptability when using the new platform. When businesses move from using spreadsheets and cloud-based tools, they need a robust infrastructure that can work well with their customer solutions platform.

Technical integration plays a vital role in the overall performance of the relationship businesses have with their customers. There are also key consideration areas that businesses need to look at, namely:

Zendesk functionalities (search, filter, live calling, routing, etc.)
Real-time monitoring and tracking
Chat API integration with the platform
Bot integration (IBM, etc.)
Tracking and performance management of agents
External call integration and monitoring
Database access and management

Dashboard and analytics

An omnichannel cloud call center should ideally come with a sophisticated suite of extensive analytics tools. Business owners should be able to determine the success or failure of their CRM program by using the right CRM integration with Zendesk. Using the robust capabilities of Zendesk, businesses should be able to monitor the impact of their CRM programs.

Zendesk CRM isn’t just about having a rolodex of customer names and contact details. An extensive CRM system focuses on deep insights that are relevant to your business. Sales and marketing efforts are made that much more impactful when the right CRM integration is being leveraged.

CRM needs to be the center of all analytics when it comes to key areas such as performance and key delivery metrics. Customer service should have analytics be a core component at the overall monitoring and management level. That’s why having a robust dashboard is essential when it comes to streamlined CRM integration.

Active support and community

A comprehensive Zendesk CRM integration comes with an active developer and customer community that supports the overall product over time. The community can provide valuable insights to make the integration more impactful.

Businesses can also make an informed decision based on the level of support that the solution is providing its community as well.