Generally, support team members don’t work in their company’s Emma accounts — and a lot don’t even have access to Emma. So, what happens when a customer contacts support about an email they received? The support team has to loop in their marketing team, which takes time, and it can create a disconnect in that customer’s experience.
Our new integration with Zendesk gives supporters access to a customer’s mailing activity and list subscriptions from Emma, resulting in more informed conversations with your customers and speedier interactions with supporters — all from inside Zendesk.
Supporters handle email-related issues
Supporters can now manage email marketing and delivery-related Zendesk tickets without having to access Emma or contact your marketing team. They’ll be more up-to-speed with your customer activity and it shortens support time — definitely a win-win.
Prioritize your highly engaged customers
Knowing what mailings a customer has seen and interacted with can help you prioritize support tickets based on engagement level. Higher engagement equals higher lifetime value.
Delivery due diligence
Let’s face it — sometimes folks say they didn’t get something when they totally did. Our Zendesk integration let’s supporters see whether a mailing was received, opened, or even clicked on by that customer.
View all mailings from Emma that a Zendesk ticket requester has received
View the ticket requester’s mailing response data (opens, clicks, shares)
Edit and manage the ticket requester’s list subscriptions in Emma
Our Zendesk integration will be available later this month for all Emma customers via the Zendesk App Marketplace.
About the Author
Miles is a product marketing manager on Emma’s marketing team, and—most of the time—uses em dashes whenever applicable. Other interests include photography, loud and fuzzed-out guitars, and that clean feeling you get when writing in a brand new notebook.More Content by Miles Price