A month ago, we reported on the state of the multichannel customer experience. Despite brands' ability to create a presence across mobile, social and desktop channels, a Zendesk survey found that a majority of customers felt as if brands weren't necessarily using these channels to deliver a consistent or seamless customer experience.
As if answering the need for better support experiences, Zendesk has introduced capabilities to conduct proactive customer surveys and email campaigns through new integrations with SurveyMonkey and MailChimp.
Ask and Engage
Both integrations are meant to facilitate conversations and feedback, which can often help marketers make better decisions about how they engage with customers.
The SurveyMonkey Create app allows companies to build and send surveys, either from scratch or through pre-made templates specific to product feedback and general customer service feedback. For example, a user can create a list in Zendesk of customers who recently bought a product or a company might create a survey targeted to those customers asking for its product feedback — both could result in the collection of valuable insights.
With the MailChimp Campaign app, companies can now create and distribute targeted email campaigns based on factors such as billing cycles and customer tenure and then communicate proactively with those customers. For example, a company could reward their most avid customers by sending sneak peeks at a new product, warn users of service disruptions or greet new customers with a personalized welcome newsletter.
Customer Support is Everyone's Job
While SurveyMonkey and MailChimp aren't new to marketers — their whose services are used by 13 million and 3.5 million users, respectively — their integration with one of the leaders in help desk ticketing is. What this signifies for the customer support market is that customer support is everyone's responsibility.
Marketers and customer representatives alike, as well as sales and product team members can all benefit from strategic conversations with customers. And feedback can be facilitated through multi-channel engagement. Look at that -- it has come full circle!
Just a month ago, marketers shook their fist to the sky, asking for a better way to show their customers that they want to be there to answer questions and provide feedback regardless of where the customer is. Now, they can. The challenge, however, is to get marketers and customer support teams to work together to share information gleaned from these proactive conversations.
Title image by ArchMan (Shutterstock).