Sales and customer support teams are the two of the most crucial teams in a business. Enabling timely communication, proper collaboration and the sharing of information is leads to better service, increases customer loyalty and uncovers sales opportunities.
Service boost Sales and Sales justifies the cost of customer service.
Zoho’s Zendesk suite of customer support apps builds better customer relationships and an ideal complement to Zoho CRM is sales and marketing automation software.
The integration of Zendesk and Zoho CRM makes for a more productive and efficient organization. The blog post covers:
1. What is Zendesk?
2. What is Zoho CRM and Its Features
3. What are the Benefits of Zoho-Zendesk Integration
4. How to integrate Zoho-Zendesk
5. How First Direct Can Help You
What is Zendesk?
Zendesk is a customer support platform that lets you connect with customers across multiple channels, be it phone, chat, email, or social media.
Zendesk’s ticketing system is designed for tracking customer support requests, so that you can quickly answer their queries and solve their problems.
Zendesk Chat is a live chat support app that lets you engage with customers in real-time and message them instantly with automated triggers.
Zendesk Talk is a call center software that connects customers with agents over the phone for seamless customer experience.
Zendesk also offers a self-service knowledge base solution called Zendesk Guide to help customers resolve their queries on their own. Agents can use the knowledge base to send relevant articles at the time of live chatting or solving support tickets to increase satisfaction and reduce customer service costs.
What is Zoho CRM and Its Features
Zoho CRM is an all-in-one customer relationship management software that automates sales, marketing, and support functions. Zoho CRM automates daily business activities, like tracking leads, managing the sales pipeline, engaging customers on different platforms, matching leads with the appropriate agents, identifying individual performance, measuring forecast accuracy, creating reports, and much more.
Zoho CRM works well with any organization, be it a small business or a large enterprise. Zoho CRM’s features help you close more deals:
1. Sales Force Automation – Lead management, deal management, contact management, and workflow management tools.
2. Process Automation – Sales process builder and processing rules
3. Analytics – Reports, analytical components, and forecasting capabilities
4. Performance Management – Forecasting, gamification, and territory management
5. Sales Intelligence – Lead and deal prediction, Zia Voice, and macro suggestions
6. Marketing Automation – Lead nurturing, customer segmentation, event management, and Google Ads integration
7. Other features – Team collaboration, mobile app, developer platform, customization, and sales enablement.
Benefits of Zoho-Zendesk Integration:
1. Better Communication
Sales and support teams are the primary agents who interact with customers at different stages of their buying journey. Your agents need to have a free flow of customer information for better collaboration and transfer of knowledge.
2. Know Customers Better
With the integration of Zoho CRM and Zendesk, you can add tickets as leads or contacts in the CRM. You can track tickets inside the CRM. Your customer support team gets the correct information at the right time before starting an interaction with a lead. When you increase the quality of your customer interactions, it helps to improve satisfaction rate. Integrated data and flow of information make your salespeople better equipped to do better business.
3. Boost Sales
Salespeople get more contextual information about customers directly from their customer support tool. With Zendesk integration into the CRM, they can listen to customer issues in real-time and solve their problems immediately. Proper customer experience after the sales process is essential for keeping your customers happy. Salespeople can make cross-sells and up-sells to these happy customers. This will boost your sales results in the long run.
How to Integrate Zoho CRM with Zendesk
# Sign in to your Zoho CRM account to install Zendesk.
# Go to Setup > Marketplace > All
# Find Zendesk and click it
# Click “Install Now”. Click “Continue to Install”
# Choose from these three options – Admin Only, All Users or Choose Profile – in order to install Zendesk for your unique needs.
# Click “Confirm” and then click “Authorize”
# In the pop-up window, you will have to enter your Zendesk subdomain and click “Save and Authorize.”
# Enter Zendesk email address and password
# Click “Sign In” and then click “Allow”
How to Sync a Ticket from Zoho CRM
# Click on one of the following modules – leads, contacts, accounts, or deals
# Click on the record to which you want to send documents
# In the details page, click on “New Zendesk Ticket”
# In the pop-up window, you will have to fill Requester Name, Requester Email, subject and description of the ticket. Select Assignee and Type of Ticket (plus its priority), specify the tags, and select the ticket status.
# Click Save. A ticket will be created in Zendesk
If you want to view tickets for a lead, go to Leads/Accounts/Contacts/Deals, click on a record, and go to Zendesk Tickets related list to view the tickets and their status.
How First Direct Can Help You
First Direct Corp has been providing CRM solutions for more than 25 years. As a Zoho Authorized Partner, we offer Zoho products and related services. We can assist your business with the usage of Zoho solutions, consulting, integration support, and other services. With our technical expertise and 25+ years of CRM experience, our Zoho experts know how to integrate Zoho CRM with Zendesk seamlessly so that you can utilize these two tools to their maximum potential and increase returns on investment.
Sales and customer support teams work at the opposite ends of the sales funnel, but establishing a connection between the two can enable you to gain valuable insights and make smarter decisions. Zoho CRM integration with Zendesk brings all customer information in one single place – from customer contact details, issues, queries, tickets, and all the communications your agents had with them previously. When you know your customers better, you can serve them better and make more sales.
Contact First Direct Corp at (845) 221-3800 for Zoho CRM integration support!