MailChimp today announced an expanded integration with Zendesk, a major online support desk solution. The new integration helps support team members manage and keep track of how customers have interacted with MailChimp email campaigns, all from within Zendesk.
This information is accessed alongside all the other information Zendesk has aggregated regarding a customer's history or support ticket. The additional data gives a support team member using Zendesk a better picture of what communications customers received and how they've interacted with them. Agents can also immediately subscribe or unsubscribe a customer from any of the company's MailChimp email lists without leaving the Zendesk platform.
Zendesk is a Web-based support desk solution. It is used by more than 15,000 companies, including OpenTable, Sears, Groupon, and Dropbox. Zendesk allows companies to scale their support desks as needed, track support team efficiency, and improve the customer support experience. It also can manage a multichannel customer support system, which is where MailChimp comes in.
Currently, Zendesk support team members can assist customers via Twitter, live chat, phone, email, and more. They coordinate these different channels within the Zendesk interface and can share all relevant customer information between support team members. And since it's an online based solution, Zendesk can be accessed anywhere.