New Zendesk products aimed at improving customer relationships

Its new products and newly redesigned brand are part of Zendesk's push to move "beyond" customer service, it says.
Written by Stephanie Condon, Senior Writer

The cloud-based customer service platform vendor Zendesk on Wednesday rolled out two new products, as well as a redesigned company logo and brand, all aimed at helping businesses take a more proactive approach to customer service.

The new products, Zendesk Explore and Zendesk Connect, create a "more personal connection between customers and organizations through customer intelligence and deeper analytics," the company said in a release.

Zendesk Explore brings together the data from all of Zendesk's products and all other third-party sources, and powers analytics, to give an entire organization a full picture of the customer experience.

Zendesk Connect, meanwhile, attempts to use customer intelligence to enable productive interactions with customers. It combines historical data with individual customer activity from websites, mobile apps, and other digital interactions. Businesses can use Zendesk Connect to guide customers through new product experiences, help them avoid support issues and recommend related products.

The company indicated its move in this direction last year with its acquisition of the BI startup BIME Analytics.

"Customers want a single experience with companies based on their preferences and history, not the needs of internal departments," Adrian McDermott, senior vice president of product development at Zendesk, said in a statement. "We're creating a shared memory for organizations so they know their customers and can connect with them in the moment."

Meanwhile, the company also unveiled a series of new logos for each of its seven products. Each logo shows an interaction between two simple shapes, symbolizing the business and the customer.

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