Zendesk, the San Francisco, CA-based customer service and engagement platform, introduced a new offering on Wednesday that combines tools for sales and support teams. Called Duet, the new platform is effectively designed for SMBs that want to provide customers with a personalized experience that spans pre- and post-sale interactions. By combining the features from Zendesk Sell and Zendesk Support into one offering, Duet can give sales and service personnel a full picture of a customer, including their interactions with the business, their transaction histories and account status. ALSO: Gen Z and millennials want AI-based personalized support “The days of thinking about customers as living in separate sales and support clouds is over,” Zendesk founder and CEO Mikkel Svane said in a statement. “Customer experience transcends any single function or team. With Duet, we’re changing the CRM landscape forever by breaking down the walls between customer-facing teams.” Zendesk is also targeting resource-constrained companies that may have sales and support employees serving multiple roles. Zendesk recently surveyed small and mid-sized businesses, learning that 86 percent of software buyers said it was very important to be able to share customer data between sales and support tools. The 12 year-old Zendesk serves businesses across hundreds of industries, with more than 145,000 paid customer accounts. In April, the company reported an annual revenue run rate north of $700 million, up from approximately $100 million at the time of its IPO nearly five years ago. Zendesk casts itself as the SaaS vendor for companies… [Read full story]
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