The Zendesk integration sends Zendesk customer data to corresponding customer record in Zaius. Zendesk data strengthens the unified customer profile in Zaius, allowing you to segment, target, and analyze customers based on their support requests and satisfaction ratings. 

Segmentation and Campaign Targeting 

Support requests

Here are some examples of how you can use support request data to segment and target customers: 

  • Exclude customers with open support tickets from promotional emails 
  • Exclude customers with open support tickets from emails asking for reviews 
  • Segment customers based on their reason for contacting support and generate manual or automatic emails based on this information 
  • Announce new products to customers who submitted support tickets with new product ideas/requests
  • Send triggered email to customers after their ticket has been closed asking for satisfaction rating 
  • Send triggered email to customers confirming that their support request has been recorded and someone will get back to them shortly
  • Send email to customers that are currently experiencing the same issue (website issue, shipping issue, etc.)
  • Send email to customers with tickets open for longer than X days reassuring them that their case is being worked on 

Satisfaction ratings 

Here are some examples of how you can use satisfaction data to segment and target customers: 

  • Send email to customers with low satisfaction ratings asking for more detailed feedback 
  • Offer unique discounts to unsatisfied customers and/or send coupon codes to customers with poor support experience as an apology 
  • Send email to customers with high satisfaction ratings asking for reviews 
  • Nurture satisfied customers to turn them into brand advocates 

Analytics 

Support requests

With the Zendesk integration, you are able to use support request data to: 

  • Understand number of requests per customer in relation to AOV
  • Understand number of requests per customer in relation to LTV
  • Understand number of requests per customer in relation to lifecycle stage

Satisfaction ratings

You can use satisfaction data to: 

  • Understand satisfaction ratings in relation to AOV
  • Understand satisfaction ratings in relation to LTV 
  • Understand satisfaction ratings in relation to lifecycle stage 
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