Customer satisfaction is not a 9 to 5 job; it’s an ongoing commitment to faster resolutions and better conversations. Today we’re introducing the Base + Zendesk integration to bring sales and support teams closer to their customers. This integration makes it possible to view Zendesk cases directly within Base, and it’s available to all Professional and Enterprise Base customers.
Working with isolated sales and support platforms results in a fragmented customer experience. When sales and support teams have limited visibility into customer conversations, it’s nearly impossible to provide an award-winning customer experience. When you have the Base and Zendesk integration, it means your sales team is not reaching out to customers to upgrade during a time when they are having major support issues.
Base scans a combination of the name of the contact, the email address of the contact and the domain of that email address. We then match these against the “requester” field within your Zendesk tickets to find and attach the appropriate tickets to their corresponding records within your Base account. A new sync occurs every 15 minutes.
Within the activity feed of every contact card, you’ll have easy access to the customer’s complete support history, along with the case status and who has worked on the support case. If a contact has a currently active deal, their open tickets will appear there as well. Open tickets are shown in a “Tickets” box to the right of the activity feed. You will also have the option to filter and sort contact and deal Smart Lists by total open tickets, so you can easily see which of your customers has been the most active on Zendesk.
Sync Your Sales and Support Teams for Faster Resolutions
To get Base connected with Zendesk, open up your Base Settings and make your way to the integrations tab. From there, select ‘enable’ under the Zendesk listing. You’ll be asked for a few quick details to get the connection set up. Once that’s out of the way, you’re ready to go!
For those waiting on a Zendesk app that displays Base data within Zendesk, rest assured that the team is already hard at work on this. Keep checking back for updates, or subscribe to the blog to get the latest release news.
Here at Base we’ve been testing the integration internally for some time and have immediately seen the difference. Zendesk cases automatically appear on deals in Base. As a result, Account Executives aren’t constantly pinging the support team for case updates or even worse, entering customer conversations blindly.
Last year in one of our most popular blog posts, we shared how we built the Base support center using Zendesk – check that out here. Looking for more information? Head over to our support page, and check out our Zendesk Integration FAQ. And if you’re a customer hero, we’re growing our customer support team – get in touch!