Table of Contents:
1. Introduction
2. Benefits of Connecting Sell and Support
3. Setting Up the Integration
4. Syncing Support and Sales Information
5. Managing Leads Created by Support Agents
6. Viewing Tickets in Sell Account
7. Accessing Ticket Information in Support Account
8. Ensuring Sync and Communication between Sales and Support
9. Troubleshooting and FAQs
10. Conclusion
**Introduction**
In this article, we will explore the process of connecting Sell and Support, two powerful tools offered by Zendesk. By integrating these platforms, you can unlock numerous benefits, such as creating sales opportunities from support tickets and ensuring seamless communication between your sales and support teams. We will guide you through the steps required to set up this integration and provide insights on how to make the most of it.
**Benefits of Connecting Sell and Support**
Integrating Sell and Support offers a range of advantages for your business. By connecting these platforms, you can leverage support tickets to identify potential sales opportunities. This integration allows your sales team to access valuable customer information and provide personalized assistance, resulting in improved customer satisfaction and increased sales conversions. Additionally, syncing sales information back to the support team ensures a comprehensive understanding of customer interactions, enabling them to provide better support.
**Setting Up the Integration**
To begin the integration process, you need to be an admin on both the Sell and Support sides of your business. Access your Sell account settings and navigate to the integrations section. Locate Zendesk Support and enable the integration. You will be prompted to enter your custom domain for Zendesk Support, typically in the format of "yourcompanyname.zendesk.com." Once entered, click enable, and Zendesk Sell will attempt to connect to your Support account. The initial sync may take a few minutes, depending on the size of your support account.
**Syncing Support and Sales Information**
Once the integration is set up, you will gain access to additional information about the integration. You can define what happens when leads are created by support agents in Zendesk Support. This step ensures that sales information is seamlessly transferred between the two platforms. By configuring this setting, you can streamline your sales and support processes, ensuring that all relevant information is shared effectively.
**Managing Leads Created by Support Agents**
With the integration in place, you can easily manage leads created by support agents in Zendesk Support. These leads will be automatically identified in your Sell account, allowing you to view all the necessary information about them. By having a unified view of customer interactions, your sales team can provide targeted assistance and convert support tickets into sales opportunities. This streamlined approach enhances collaboration between sales and support, resulting in improved customer experiences.
**Viewing Tickets in Sell Account**
In your Sell account, you will notice the addition of the Zendesk Support app on the right side of the screen. This app enables you to view tickets from your support account directly within Sell. By having access to ticket information, your sales team can gain valuable insights into customer queries, concerns, and preferences. This visibility ensures that your sales representatives are well-informed and can provide personalized assistance to customers.
**Accessing Ticket Information in Support Account**
Conversely, within your Support account, you can also access ticket information from your Sell account. This bidirectional access allows support agents to understand the sales context behind a ticket and provide more comprehensive assistance. By having a holistic view of customer interactions, your support team can address customer concerns effectively and ensure a seamless experience across departments.
**Ensuring Sync and Communication between Sales and Support**
The integration between Sell and Support ensures that both teams are perfectly in sync. With all the necessary information available to both sales and support, everyone will be aware of customer interactions and the actions taken. This synchronization fosters collaboration, reduces duplication of efforts, and enhances the overall customer experience. By leveraging the power of Sell and Support together, your business can achieve greater efficiency and customer satisfaction.
**Troubleshooting and FAQs**
- Q: What should I do if the initial sync takes longer than expected?
- A: If the initial sync takes longer than anticipated, ensure that you have a stable internet connection and wait for the process to complete. If the issue persists, reach out to Zendesk support for assistance.
- Q: Can I customize the information displayed in Sell for support tickets?
- A: Yes, you can customize the information displayed in Sell for support tickets. Refer to the Zendesk documentation for detailed instructions on configuring the integration to suit your specific requirements.
**Conclusion**
Integrating Sell and Support provides a powerful solution for businesses seeking to align their sales and support efforts. By connecting these platforms, you can unlock valuable insights, streamline processes, and enhance customer experiences. The seamless transfer of information between Sell and Support ensures that your teams are always on the same page, resulting in improved collaboration and increased customer satisfaction. If you haven't already, consider implementing this integration and witness the positive impact it can have on your business.
**Highlights:**
- Connect Sell and Support to unlock sales opportunities from support tickets
- Seamless transfer of sales information between platforms
- Improved collaboration and communication between sales and support teams
- Access ticket information in both Sell and Support accounts
- Streamline processes and enhance customer experiences
Resources:
- [Zendesk Sell](https://www.zendesk.com/sell/)
- [Zendesk Support](https://www.zendesk.com/support/)
- [AI Chatbot](https://www.voc.ai/product/ai-chatbot) (Introducing an AI chatbot that reduces customer service workload)
