Zendesk Rebrands to Focus on Customer Relationships

Zendesk has undergone a series of changes, and has emerged as a rebranded version of itself. While the company’s focus will remain on customer service, it’s expanding to help companies create better customer relationships beyond single interactions, which will be the first and foremost priority.

Along with a change on its focus, Zendesk’s changes include a complete rebranding. Its new model is symbolized through a new brand called “Relationshapes” - the logo represents the relationship between the customer and business, with small shapes connecting together to create a whole; the shapes themselves represent each of Zendesk’s support products, showing how it is no longer a company with a single product, but multiple products that can form a whole.

Zendesk’s family of products are designed to work together, so that customers using them can experience a common interface and key services and features. This includes a support system, designed to be simple but effective in tracking and solving support tickets, a self-service help center, live chat software, and the ability to call or message agents on the app of the customer’s choosing. These are connected through shared login and data, so customers will receive the same experience across each product, as well as move between each of them by toggling among the products through simple tabs.

Above all, however, Zendesk’s products aim to improve customer relationships by enabling organizations using Zendesk’s productsto can gain a better understanding of their customers, communicate better, and provide support as needed.
 
Accompanying the new brand identity are two new products, Zendesk Explore and Zendesk Connect. Zendesk Explore powers advanced analytics across Zendesk’s products. This lets users view and analyze customer data, not only from Zendesk’s products, but from third-party sources.

Zendesk Connect provides businesses with customer intelligence, in order to enable them to provide customers with the information they need. By combining historical data and individual customer activity, it can identify relevant information that can help them businesses avoid common support issues, and recommend products that the customers may benefit from.
 
The rebranding is a good sign of Zendesk’s changes and growth throughout its time. The new brand represents all it can offer well, and the range of products and services connect with each other nicely well. Zendesk aims to create forge strong customer relationships, and the rebranding shows its commitment to that goal.

For more information, visit www.zendesk.com.

1 Responses to "Zendesk Rebrands to Focus on Customer Relationships" - Add Yours

Rob Hilsen 11/9/2016 3:12:15 PM

We get to work with a lot of next-generation customers, including AdRoll, Instacart, MailChimp, Shopify and Trustpilot. They've demonstrated that building relationships and loyalty through a journey of customer interactions and experiences is how to achieve success, not one-off transactions. In fact, today’s most successful companies are moving away from an old view that customers need to be managed and automated, to a new view where building customer relationships is at the core of their business.

The new reality is that business software must be built for customers first. Our future strategy is not to replicate an old view of CRM -- defined by sales automation, marketing automation, and service automation -- rather, Zendesk's vision is to build software for relationships first.