• July 24, 2018

Mixpanel Partners and Integrates with Zendesk

Mixpanel, providers of a user analytics platform, has integratedwith Zendesk, providers of a cloud-based help desk solution, to provide customer care and support teams with data about customers' behavior before they submitted a ticket.

The Mixpanel App for Zendesk shows Mixpanel's user details and activity feed, all within the Zendesk interface. The Mixpanel App for Zendesk also allows for more accurate bug reporting.

These integrations also allow for customer support data to be sent into Mixpanel. With this level of user behavior analysis of support data, teams can quantify their impact, discover opportunities to automate their resources and efforts, and measure the downstream effects after engaging with support teams.

Support teams can build reports and self-serve answers to questions like the following:

  • Do customers who interact with support retain better?
  • Which features cause the most support tickets?
  • Which support articles should be updated or automated based on customer questions?
  • Which support representative is best at driving product engagement after a ticket is resolved?

"We're committed to building an open ecosystem so that integrations, such as those with Zendesk, equip companies with the tools they need to empower every team member with behavioral analysis and accurate user information," said Alison Holmlund, vice president of customer success and support at Mixpanel, in a statement.

"These days, first impressions are make-or-break for brands. Whether customer service is expressed through email, social media, or through a phone call, user insights can give agents the confidence and data they need to close tickets faster, provide memorable experiences, and ultimately discover areas to improve the business," said Billy Robins, director of technology alliances at Zendesk, in a statement. "The best customer experiences are built with Zendesk, and with our Marketplace partners such as Mixpanel, those experiences get even better. Businesses that have greater context about their customer journeys can offer more personalized and effective support."

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