📝 Getting Started with Zendesk Sell: A Comprehensive Guide
Are you looking for a sales force automation tool that can enhance productivity, processes, and pipeline visibility for your sales teams? Look no further than Zendesk Sell! In this guide, we'll introduce you to the core concepts of Zendesk Sell and focus on areas of the platform that will most help you elevate your sales, improve pipeline, and process management.
📌 Table of Contents
- Introduction
- What is Zendesk Sell?
- The Main Areas of Zendesk Sell
- Adding Data to Your Account
- Connecting Your Email
- Smart Lists
- Configuring Your Pipeline
- Inviting Your Team
- Connecting to Zendesk Support
- Conclusion
Introduction
In this guide, we'll cover everything you need to know to get started with Zendesk Sell. Whether you're a startup or an established business, Zendesk Sell can help you acquire and retain customers by providing your sales team with the tools they need to focus on what matters: winning over more customers and closing deals.
What is Zendesk Sell?
Zendesk Sell is a sales force automation tool that enhances productivity, processes, and pipeline visibility for your sales teams. As a startup, acquiring customers is just as important as keeping them. By investing in the right software for your salespeople, they can focus on what matters: winning over more customers and closing deals. Zendesk Sell is the sales sidekick that keeps track of all your conversations, alerts, and when it's time to make a call. It's backed by a dedicated team of experts to provide support whenever it's needed.
The Main Areas of Zendesk Sell
The main areas of Zendesk Sell are displayed along the top toolbar in your Zendesk Sell home page. As an admin, you'll also use the settings page to work with your Zendesk Sell infrastructure. Let's take a look at each of these areas:
Dashboard
The dashboard is a summary of information with the most recent account activity, a snapshot of your sales pipeline, and key deals and items that need your attention, such as tasks and upcoming appointments.
Leads
Leads are pre-qualified sales opportunities that still need to be nurtured. You'll work with leads until there's a qualifying event, such as scheduling a first appointment, which indicates that the lead is ready to be converted to a contact.
Contacts
Contacts are the people or companies you're selling to who have been qualified in some way. Contacts are your prospects and customers, where prospects in Zendesk Sell are contacts with active deals associated with them, and customers in Zendesk Sell are contacts with one deal associated with them.
Deals
Deals include all details about a sale that you'll manage with each person or company you're selling to. Deals are the same as opportunities and other systems, containing key information about every sale, like deal value.
Calendar
The calendar is where all of your appointments and tasks are held. You can schedule appointments with a single click on the calendar, and an invitation is sent to the lead or contact. You can also drag and drop an existing appointment to reschedule it.
Tasks
For tasks, you can assign tasks and manage other users' tasks using filters such as due date.
Communications
Under communications, you can manage your emails, calls, and text messages with leads and contacts from the communication center.
Reports
Under the reports tab, you'll have pre-built reports that are ready for you to use. You can also see more under the smart list, which we'll go over later in this session.
Settings
Under settings, administrators will be able to manage all the account preferences and configurations. Under notifications, you'll be able to access the notification center to view web alerts and understand when action items need your attention.
Quick Dial
The quick dial allows you to call anyone in your address book with a single click.
Product Tray
The product tray allows you to switch between any of your Zendesk products.
Adding Data to Your Account
There are several options for adding your data to Zendesk Sell. Here are a few different ways to think about it when you're importing:
- You can import data in bulk using a CSV, which is a comma-separated values file.
- You can manually add leads or contacts via the drop-down.
- You can sync contacts directly from integrations such as Google Contacts.
- Feel free to use the lead capture form from your website to add new leads automatically in Zendesk Sell.
- Also, feel free to try the Reach add-on or built-in prospecting and enrichment tools that come with Zendesk Sell.
- Lastly, you can use the Zendesk Sell REST API.
Connecting Your Email
Integrating your business email with Zendesk Sell provides a rich set of sales-specific email capabilities that make outreach and follow-ups easier for sales processes. After you sync your email, you can view the number of times a lead or prospect has opened your email. You can include a link in your email and see the number of times it's been clicked on. You can also get notified with an alert as soon as your email is first viewed. You can also use smart lists to get dynamic email reports.
Smart Lists
Smart lists help you drill down into different groups of leads, contacts, and deals, allowing you to manage multiple leads or contacts at once. A smart list is an equivalent to a powerful Excel spreadsheet that's designed specifically for sales. Smart lists also enable you to take action on lists so that you can work with numerous prospects or customers at once. These are called bulk actions. Some popular bulk actions that you can take include adding to a call list, sending a bulk email, applying tags, changing ownership, and merging records if need be. Lastly, you can integrate an application, for example, Mailchimp. You can create smart lists from the lead, contact, or deal page.
Configuring Your Pipeline
The sales pipeline is available from the deals page and can be configured in settings > customize sales pipeline. You can manage your sales process and pipeline stages that define your typical deal milestones. These stages help to organize and categorize your opportunities based on the progress you've made with each opportunity and also have a direct impact on sales forecasting. If you're unsure how to break down your sales process into pipeline stages, start by walking through your sales process from start to finish. There are a couple of considerations to help you:
- First, consider how and where you get leads.
- Who is the first person to engage with a new lead?
- Does anything need to happen before this initial outreach?
- After this initial contact with the prospect, what happens next or what stage should it go to?
- Does a prospect work with multiple sales reps before becoming a customer?
- When does this pass off occur from stage to stage?
- You should also determine any qualifying event that indicates a prospect has legitimate interest or is a good fit for the product or service you're selling.
- At what point do you or your reps have enough information to produce a quote?
Inviting Your Team
With your pipeline set up and a solid understanding and foundation with your Zendesk Sell account, now you can invite your team to join in. You'll want to ensure that you have enough seats on your account before you can add new users. You can add new users from settings. You'll want to consider the roles that your team will have in your Zendesk Sell organization, as this will be important when configuring permissions for each individual that you add to the account. Choose between full or limited access, as well as specific permissions for contacts, prospects, and customers.
Connecting to Zendesk Support
With your Zendesk Sell instance almost ready to go, we'll also want to make sure we can connect with other teams that also talk with prospects and customers to get the full view of those who are interacting with our product or service. Connecting to Zendesk Support allows you and your team to see the complete picture when it comes to your customers. In Zendesk Sell, you'll be able to see the history of support correspondence from your contacts when you click on them, and current open tickets are highlighted to give you the most relevant information, helping to increase the odds of closing and renewing your deals. To use the integration, you'll need both a Zendesk Sell and a Zendesk Support account. You can connect your accounts from the settings icon under the integrations tab and then the subcategory integrations.
Conclusion
We hope you enjoyed learning more about Zendesk Sell and how it can help you acquire and retain customers. With the right tools and strategies, you can elevate your sales, improve pipeline, and process management. If you have any questions or need further assistance, don't hesitate to reach out to our dedicated team of experts.
