How Zendesk-NetSuite Ingegration can Revolutionize Your Helpdesk

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Economic concerns are dominating the headlines. To make matters worse, customer acquisition costs (CAC) keep rising. The value of retaining customers has never been more evident. Businesses need to provide better customer experiences to stay competitive. Additionally, they need increased efficiency, productivity, and data-driven decision-making to outwork their rivals.

At Seller Universe, our experienced, certified consultants help NetSuite customers integrate third-party software, including Zendesk, with their ERP solutions. By unifying your software stack, you can reduce costs, improve operational efficiency, and benefit from data analytics.

What is Zendesk NetSuite integration?

Zendesk-NetSuite integration helps you connect your customer success data with your sales and finance platforms. By providing back-office visibility from NetSuite into Zendesk, you can offer better customer service, boost your CSAT score, and retain more users.

Integration forges a connection between the Zendesk app and NetSuite's powerful ERP solution. Integrating both platforms lets NetSuite and Zendesk users seamlessly exchange data and benefit from a unified view of:

  • Customer interactions
  • Support tickets
  • Historical customer communications

The power of NetSuite solutions lies in centralizing your data into a single source of truth. As a result, connecting both platforms has several huge benefits. 

Integration between Zendesk and NetSuite can help you automatically update customer records in NetSuite based on inputs entered in Zendesk. You can pull customer inquiries, support tickets, and customer feedback into NetSuite and use this data to power business processes and strategies.

Additionally, integration helps improve data accuracy and reduce manual entry and data redundancies.

Zendesk-NetSuite integration lets you make the most of your customer and financial data. Let's explore the benefits of Zendesk and why you should integrate it with your ERP platform.

What is Zendesk?

Zendesk is a powerful customer service platform. It was built to improve the customer experience by providing a range of tools, including a help desk, live chat, knowledge bases, email marketing, and customer relationship management (CRM).

Zendesk users can access the platform through different pricing tiers, which are:

  • Zendesk Suite Team
  • Zendesk Suite Growth
  • Zendesk Suite Professional
  • Zendesk Suite Enterprise

Zendesk customers can select a tier based on their business size and requirements. They can also choose from a variety of add-ons. Zendesk is a powerful application for businesses of every kind. Its integration possibilities are considered one of its major highlights.

Why use Zendesk?

Customer success is a vital part of retaining users and growing revenue. Zendesk helps you stay on top of what's happening with your customers.

Zendesk is a popular customer service tool because it offers features like:

  • Customer support over messaging, social media, live chat, email, and voice calls.
  • Integrated community forums and help centers
  • Chatbots and AI to support your Zendesk agents or automate help

Why NetSuite-Zendesk Integration can give you an edge

While Zendesk is an excellent customer service tool, modern businesses need a holistic overview of their operations. Integration with NetSuite gives real-time insights into what is happening at every level of your business, including a complete view of customer success.

Integration of both platforms allows you to:

  • Search NetSuite Customer from a Zendesk Ticket
  • Use Zendesk to explore NetSuite Sales Orders
  • Use a Zendesk ticket to create a Custom Records Tab in NetSuite.

Advantages of custom NetSuite-Zendesk integration

While there are some apps and programs available that provide NetSuite-Zendesk connections, there is no guarantee that they will meet your precise business requirements or workflows. Custom NetSuite-Zendesk integration can be designed to your specifications.

One of the biggest reasons for NetSuite's growing popularity is its flexibility. You can configure and customize the ERP platform around your business needs and requirements. NetSuite partners like Seller Universe provide tailored NetSuite customizations, including custom integration for Zendesk.

Each business has unique workflows and business processes. While many out-of-the-box Zendesk-NetSuite integrations are useful, they are built for general use cases. When you want more optimization, automation, and customization options, a custom Zendesk-NetSuite is your best option.

NetSuite-Zendesk data sync options

You can share data between NetSuite and Zendesk in several different ways. Some of the different sync mode options available depending on your NetSuite specifications are:

  • Sync Zendesk Ticket with NetSuite Cases in Case Management
  • One-way ticket sync (NetSuite Case to Zendesk Ticket, or vice versa)
  • Sync only Zendesk tickets with a particular tag (i.e., escalations, high-priority customers)
  • Sync Zendesk Users to your NetSuite Contacts and vice versa
  • Sync NetSuite Case update to Zendesk Ticket
  • Send Zendesk Time Tracking data to NetSuite time tracking
  • Sync NetSuite Sales Orders and RMAs to Zendesk Organizations
  • Use Zendesk to view NetSuite Sales Orders
  • Push Zendesk tickets to NetSuite employees
  • Sync NetSuite support cases with Zendesk tickets
  • Migrate historical support tickets between both platforms

Why combining customer service and ERP tools is essential

Customer loyalty has never been more critical. With economic worries on the horizon and customer acquisition costs rising by the day, ensuring you retain your customers is crucial for driving revenue.

Integrating your customer service and ERP tools can help your business provide fast, detailed, and personalized support. Let's explore some of the reasons you can benefit from connecting your customer service and ERP solutions.

1. Better customer understanding

Sales teams can benefit from historical sales data and support tickets. This extra information allows for richer customer interactions and better understanding. Breaking down data silos between marketing, sales, and customer service gives your buyers a more coherent journey.

2. More accurate quotes

Sales and service teams can benefit from greater visibility into inventory and pricing. Integrating with your ERP means more accurate lead times and quotes, which boost the customer experience.

3. Empower your employees to provide excellent service

When all employees can see real-time customer data, they are empowered to provide better service. Centralizing your data provides crucial insights that ensure your customers feel heard and valued.

4. Enhanced budgeting and forecasting

Linking your ERP and CRM can give you a better idea of your finances. By understanding the relationships between these business functions, you can create better budgets and forecasting. Additionally, your team can be more dynamic and anticipate inventory demand, shortages, trends, and more.

5. More sales

A better understanding of customers and access to sales histories give salespeople the information they need to upsell and cross-sell. Additionally, ERP analytics tools can identify patterns that help your sales team target ideal customer personas.

6. More personalization

Modern consumers demand more personalization in both sales and service. Integrating your CRM and ERP tools means your employees have access to detailed, up-to-the-minute information. Additionally, tools like Zendesk allow you to offer omnichannel sales and support based on customer preferences.

7. Quicker invoicing and payments

Integrating your CRM and ERP systems allows you to automate your quote-to-cash process. By streamlining these processes, your customers can benefit from consistency. In many cases, you can improve your cash flow through quicker invoicing and payments.

Final thoughts

Zendesk helps businesses provide superior service. By providing omnichannel support for your customers, you can help them when and where it's needed. While excellent customer support is an essential part of a successful business, solid operations management is what keeps the lights on.

Integrating customer, financial, and operational data gives businesses a complete view of their organization. Making data available between customer service and operational software provides enhanced visibility. In a time when customer retention, cross-selling, and upselling are all crucial to revenue growth, breaking down data silos is essential. 

Seller Universe is here to help you get the most from your NetSuite implementation. We can assist you with integrating Zendesk or other CRM tools into your NetSuite environment. Get in touch today to find out more.

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