Making CX smarter and more personalized with Zendesk and AWS

Making CX smarter and more personalized with Zendesk and AWS

15 июля 2019 г.
Making CX smarter and more personalized with Zendesk and AWS

Creating more personalized and modernized customer experiences means first understanding the customer experience—that means bringing customer data together from a variety of different sources. It’s a great idea in theory, but it’s also a complicated one.

Support professionals understand the need to bring all that data in, but the technical elements are often too costly and complicated to prioritize. Instead, agents are often forced to move around different systems so they can find the right information for the customer.

Not to mention, finding that data is only the first step in creating a better customer experience. CX leaders have to think about how they can take advantage of their developer resources. There’s a lot to accomplish with developers, like enhancing how agents react to tickets and creating new experiences that take advantage of a deeper understanding of a customer. There are also lots of new tools to use, like sentiment analysis and machine learning that amplify the impact of service agents and support staff.

Introducing the Zendesk Events Connector for Amazon EventBridge

With all of that in mind, we’re excited to announce a new way to bring developers closer to the customer experience with the tools they already know and love.

We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming integration: the Zendesk Events Connector, now in EAP. Now developers can stream events that occur in Zendesk to Amazon Web Services in just a few clicks.

What’s an event?

You might be asking yourself, “What’s an event?” An event is whenever there is a change in a system. Businesses get to define which events are meaningful to them—it could be when a customer initiates a shipping return, or when IoT sensors indicate that a product is having issues.

Businesses want to manage the customer data that comes out of events, and in a way that works for them. But developers often have their hands tied with legacy CRM solutions, so they aren’t able to adequately manage events or the customer data that comes from them. They’d be in a much better place if they could more easily stream data and events together into better customer interactions.

By streaming events into popular AWS services—like S3, Redshift, Kinesis, and Sagemaker—businesses can build on top of their customer data for the next wave of CX. Common use cases include: :

Improving customer insights and analysis

Simplify data warehousing and analytics to make it easier to get an end-to-end view of customers, which can make up the entirety of the customer experience.

Powering workflows across applications

Workflows can be made to be more sophisticated by connecting the data between Zendesk, AWS, and other external applications.

Utilizing sentiment analysis and machine learning

Artificial intelligence can be used to better understand customer sentiment and detect trends in customer data. For example, AI can help route tickets based upon the context of the case, the language of the ticket, and the real-time availability of subject matter experts.

Enhance their security audits and compliance

Real-time data streaming can be used as part of a regulatory or compliance strategy, which is especially relevant in financial services and healthcare.

If you’d like to experience smarter and more personalized CX firsthand, the signup for the Zendesk Events Connector EAP is available now. We’ll delve deeper into the Zendesk Events Connector and how developers can have a helping hand in the customer experience with our webinar: How to make CX smarter, easier, and more personalized with Zendesk & AWS.

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