Zendesk raises $60M in VC funds; rebuilds customer service interface

Summary:Zendesk rolls out the next version of its cloud-based customer service platform amid news of closing a $60 million round of VC funding

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It's a big day for Zendesk. The cloud-based customer service software provider is launching the next version of its customer engagement platform today, which Zendesk describes as a result of the consumerization of enterprise apps.

Described to be "rebuilt from the ground up," Zendesk Apps consists of a new set of features and an application framework to enable businesses to be able to interact with their customers in a conversational way without sacrificing scalability or automation.

Here's a rundown on some of the improvements and added features:

  • Tabs: Customer service agents can move quicker among several customer service inquiries via in-product tabs. Sub-tabs also mean customer service agents can view more detailed information about a customer to contextualize the issue for better responses.
  • Instant results: Customer service agents can search through their organization’s knowledge base with results appearing instantly as an agent is typing.
  • Multi-channel support: Integration of live chat, social media, online forums, and phone support into a single interface.
  • API: The Zendesk Apps API is being released to enable businesses to develop their own integrations.

Zendesk Apps is also intended to extend Zendesk’s functionality with internal and third-party systems for integrating other business critical applications.

Furthermore, Zendesk has closed a large round of venture capital funding that resulted in $60 million of new financing. Led by Redpoint Ventures, other VC and financial firms involved with this round include Index Ventures, Goldman Sachs, and Benchmark Capital, among others.

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Screenshots via Zendesk

Topics: Social Enterprise, Enterprise 2.0, Enterprise Software, Start-Ups

About

Rachel King is a staff writer for CBS Interactive based in San Francisco, covering business and enterprise technology for ZDNet, CNET and SmartPlanet. She has previously worked for The Business Insider, FastCompany.com, CNN's San Francisco bureau and the U.S. Department of State. Rachel has also written for MainStreet.com, Irish Americ... Full Bio

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