Article

Zendesk Offers Bi-Directional View of Customers with Dynamics CRM Online

by Linda Rosencrance
Contributing Writer, MSDW

Zendesk, a cloud-based help desk software provider, has rolled out a two-way integration that allows customer service agents to access Microsoft Dynamics CRM customer data seamlessly from Zendesk, and vice versa. Zendesk works with Microsoft Dynamics CRM Online (not Dynamics CRM 2011 on-premise, as a press release previously stated).

Because sales and support are the cornerstones of any organization, it's critical that both teams have a holistic view of your customers. It's also important that your organization closely track all customer interactions from end to end, according to company officials.

Zendesk for Dynamics CRM two-way integration between your ticket data within Zendesk and customer data from your CRM provides insights that can help strengthen your customer relationships, according to company officials.

"Zendesk for Microsoft Dynamics CRM provides organizations a way to give the personalized experience customers want by allowing every employee who is in contact with a customer-from a sales rep to a support agent-to quickly see every interaction the customer has had with the company," said Zack Urlocker, Zendesk's COO, in a statement.

Features of the new two-way integration between Zendesk and Dynamics CRM 2011 enable sales and support teams to:

  • Connect sales and ticket data: They can easily access and filter support ticket information in a custom Zendesk panel within Dynamics CRM 2011. Zendesk lets your sales team view, create and update tickets within a familiar sales platform they use everyday;
  • Share customer data for better support: Give your support team better insights to deliver superior customer service. Share relevant customer data, such as customer account size or contract status, from Dynamics CRM 2011 on Zendesk ticket pages and user profiles;
  • Gather business intelligence through synced data: ...

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Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Integration Dynamics 365 Dynamics CRM Dynamics CRM Online Marketing SaaS Sales Sales & Marketing
About Linda Rosencrance

Linda Rosencrance is a freelance writer/editor in the Boston area. Rosencrance has over 25 years experience as an reporter/investigative reporter, writing for many newspapers in the metropolitan Boston area. Rosencrance has been writing about information technology for the past 16 years.

She has covered a variety of IT subjects, including Microsoft Dynamics, mobile security issues such as data loss prevention, network management, secure mobile app development, privacy, cloud computing, BI, big data, analytics, HR, CRM, ERP, and enterprise IT.

Rosencrance is the author of six true crime books for Kensington Publishing Corp.

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