According to an official release, Zendesk, a global CRM organisation, announced the integration of no-code tools to help businesses bring custom data into its platform and create differentiated customer experiences (CX). Admins can now leverage the new custom objects in integrated triggers to easily create tailored, efficient workflows. Agents are also believed to leverage end-to-end context to deliver more personalised conversations.
The volume of data created, captured, copied, and consumed is expected to exceed 180 trillion gigabytes by 2025. According to the Zendesk 2023 CX Trends Report, 67% of business leaders report seeing disorganised, reactive efforts to use customer data. It is critical for leaders to not only unify data across their operations, but use it strategically to improve CX.
“There is a clear path for CX teams to create personalised interactions that build stronger customer relationships, but to get there, data from all parts of a company’s business needs to be readily available to them,” Paxton Cooper, senior vice president, product management, Zendesk, explained.
New releases is expected to include object triggers, which are available through an early access program. Unlike traditional ticket triggers, object triggers do not need to be associated with a ticket, so service teams can create robust workflows based on the data they bring in through custom objects, as per insights from the official release.
(With insights from Cointelegraph)