Support.com, a provider of tech support and turnkey support center services, has integrated with Zendesk. Support.com Cloud for Zendesk is available as a Zendesk Marketplace App.
"We are seeing a dramatic shift in the marketplace with organizations rethinking the role and importance of customer support," said Elizabeth Cholawsky, president and CEO of Support.com, in a statement. "Partnering with Zendesk is a natural step for us to bring increased value to customer support teams who are already using this leading platform and want to further automate their process workflows and optimize access to relevant knowledge. We are happy to announce that we already have a joint enterprise customer that is launching the integrated solution to the thousands of agents in their global support organization."
Support.com Cloud for Zendesk provides the following customer support functionality within the Zendesk platform:
- Optimized process guidance via Guided Paths that transform best practices into step-by-step, contextually relevant workflows;
- The ability to automate queries to multiple external systems across disparate customer information to generate best next steps that address customers' needs for personalized setup, customization, upgrades, or issue resolution; and
- A unified view that provides agents with ticket details and relevant knowledge in one place.
"Zendesk's mission is to bring organizations closer to their customers at a time when the voice of the customer has never been more powerful," said Billy Robins, director of technology alliances at Zendesk, in a statement. "Support.com Cloud is a value-add solution that will help create more streamlined customer support experiences for both agents and end customers, and we're excited to welcome them into our partner ecosystem."