Introducing The New Zendesk: Built For Better Customer Relationships

Introducing The New Zendesk: Built For Better Customer Relationships

Zendesk, Inc. today launched a redesigned company brand and an expanded product family focused on building better customer relationships. As part of its move beyond customer service, Zendesk also introduced Zendesk Connect and Zendesk Explore, two new products that create a more personal connection between customers and organisations through customer intelligence and deeper analytics.

Anna Kenneally
Posted by Anna Kenneally

“For too long, business software has been built for businesses at the expense of customers. It’s been built for department silos and separate ‘clouds,’ not the seamless experience customers expect today,” said Mikkel Svane, Zendesk founder and CEO.  “We’re changing that with products built for relationships first.”

The new Zendesk family of products represents the company’s shift from a single customer service product to a unified family of products all focused on improving customer relationships. It helps organisations understand their customers, improve communication, and offer support where and when it’s needed most.

Understanding relationships with data

Zendesk Explore and Zendesk Connect together turn customer data into proactive and personalised experiences for customers.

Zendesk Explore powers analytics and unifies data for all of Zendesk’s products and any third-party source. It makes customer data accessible across an organisation, so businesses can measure and understand the entire customer experience.

Zendesk Connect provides customer intelligence so businesses can reach out with relevant and helpful messages. It combines historical data with individual customer activity from websites, mobile apps, and other digital interactions. Using Zendesk Connect, businesses can guide customers through new product experiences, provide relevant information to avoid support issues, and recommend related products.

“Customers want a single experience with companies based on their preferences and history, not the needs of internal departments,” said Adrian McDermott, senior vice president of product development at Zendesk.

“We’re creating a shared memory for organisations so they know their customers and can connect with them in the moment.”

Designing relationshapes

Zendesk’s redesign reflects the company’s expansion beyond customer service. Called “Relationshapes,” the brand system represents each of Zendesk’s seven products with a logo showing the interaction of two simple shapes. Symbolising the business and the customer, these shapes have unique personalities and relationships.

While each product has a unique identity, they fit together into a greater whole that is represented by the new Zendesk company logo. The logo is a large Z comprised of the individual shapes connecting together.

“Staying true to our roots, we drew inspiration from the simple language of shapes in Danish design,” said Toke Nygaard, Zendesk’s chief creative officer. “We wanted to create a new brand with personality and flexibility that embraced our focus on improving customer relationships.”

A unified product family

All of the products in the Zendesk family work closely together through a common user interface, and are being developed to provide single login and a shared customer data platform. Along with Zendesk Explore and Zendesk Connect, the family includes:

  • Zendesk Support: A beautifully simple system for tracking, prioritizing, and solving customer support tickets
  • Zendesk Help Centre: A self-service destination with articles, interactive forums, and community that helps customers help themselves
  • Zendesk Chat: Live chat software that provides a fast and responsive way to connect with customers in the moment
  • Zendesk Talk: Call centre software for more personal and productive phone support conversations
  • Zendesk Message: Message software that helps companies engage customers on their favourite messaging apps