Zendesk, a provider of cloud software for customer service, today introduced capabilities to conduct proactive customer surveys and email campaigns through new integrations with SurveyMonkey, an online survey platform, and email marketing platform MailChimp. The integrations are built on top of Customer Lists, a new Zendesk feature that enables companies to engage directly with their customers beyond the traditional support ticket.
Customer Lists allow companies to view and organize their customers across various criteria, such as their tenure, usage, or interests, and then engage with a SurveyMonkey survey to gather feedback or a MailChimp email campaign to start a conversation. The lists also can be exported for use with other applications or services.
The SurveyMonkey Create app allows companies to build and send surveys, either from scratch or through premade templates specific to product feedback and general customer service feedback.
Companies using Zendesk and the MailChimp Campaign app can create and distribute targeted email campaigns based on factors such as billing cycles and customer tenure and then communicate proactively with those customers. Uses could include rewarding avid customers by sending sneak peeks at new products, warning users of service disruptions, or greeting new customers with personalized welcome newsletters.
"The best customer service creates an ongoing conversation between real people," said Amy Ellis, head of integrations at MailChimp, in a statement. "By being targeted and personal in their proactive communication with customers, companies can build relationships that last a lifetime.
"Companies spend more time engaging with their customers through support than almost any other part of their organization," said Adrian McDermott, senior vice president of product development at Zendesk, in a statement. "Together with MailChimp and SurveyMonkey, we're helping customer service teams transform from solving reactive customer requests to building lasting customer relationships."