Zendesk: A Global Leader in Customer Service Systems
Zendesk has consistently been ranked as a global leader in customer service systems, serving over 180,000 organizations worldwide across industries such as e-commerce, retail, logistics, services, and technology. Its market position as a platform for Customer Experience (CX) is well-established, offering integrated customer service functionalities. One of Zendesk’s key strengths lies in its ability to connect multiple communication channels—such as LINE, Facebook, WhatsApp, WeChat, and Instagram—to other systems like sales and marketing. This allows non-Customer Service teams to interact with customers seamlessly within a single channel. Additionally, Zendesk facilitates connections with e-marketplaces like Shopee and Lazada through API integration, ensuring brands never miss a chance to engage with customers.
The Importance of Unified Customer Experience
According to Zendesk’s CX Trends survey, 75% of customers are more likely to make repeat purchases if they’re satisfied with their brand interactions. This highlights the importance of integrating communication channels and maintaining a unified customer view.
However, for businesses to integrate Shopee or Lazada seamlessly with Zendesk, they need an application that centralizes all customer communications. CXBOX COMMERCE bridges this gap, offering a pre-built integration that connects Zendesk with Shopee and Lazada. Once the marketplaces approve the brand’s API access, CXBOX COMMERCE allows instant integration. Approved stores must meet certain criteria, including consistent service, minimal complaints, and on-time delivery.
CXBOX COMMERCE: Enhancing Customer Engagement
CXBOX COMMERCE serves as a connector between Shopee, Lazada, and Zendesk, syncing order data and displaying it within Zendesk. It also facilitates two-way messaging between customers and Zendesk-based service teams, while supporting other communication channels. This integration enables brands to link customer data across various touchpoints, fostering better customer relationship management.
A 2022 Forrester study confirmed that brands prioritizing customer service and engagement can achieve revenue growth twice as high as those that do not.
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CXBOX was developed by Demeter ICT from Zendesk implementation experience.
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