Zendesk Sunshine Assets App
What is Zendesk Sunshine?
Zendesk Sunshine is the new open and flexible CRM platform native to AWS. You can connect all your customer data for complete context—wherever it lives—and give developers and admins the tools they need to build the best customer experiences.
There are 3 types of data inside Zendesk:
Users
Organisations
Tickets
Zendesk Sunshine, among other things, allows you to add as many data sets inside your Zendesk as you wish. Reason for this is to have your data source of truth in one place to make your workflows easier.
You can use the Custom Objects API to create, read, update, and delete objects that you define yourself. You can also use it to define and manage relationships with other objects, including native Zendesk objects like tickets and users.
NEW! Zendesk added the possibility to search through your data and also the ability to report on custom objects. OMG!
Context is important
Let’s imagine you have an online store and we sell photo cameras. On top of this we have a few reseller stores which we offer support for as well.
Clients submit tickets for cameras they bought on our store as well as cameras sold by our resellers. You need to be very well organized and offer support in the best manner possible so that your user base is happy and get world class support.
Let’s imagine a user that sends in a request from a reseller company. User is a recurring customer and has bought a new camera and their claim says the don’t know where it is, and their tracking number is not helping. Also, they’ve updated the firmware of a previously bought camera and can’t figure if it has updated or not. They’ve done their research and read through the knowledge base, but couldn’t find the answer to their inquiry.
In our client’s case, the agent can see the products logged against this user. They have quite a few cameras and product extensions (e.g tripods, batteries, lenses etc). The agent even has the possibility to access the User manual to check for product features that clients are having trouble with.
84% of CS professionals say a 'unified view' of customer information is key to providing a great customer experience. The more information we have about our user base, the better we are able to support them. Offer your support team an easy way to check for package arrivals, returns, Guide activity and more.
The app
Functionality
The agent can see the products logged against this user. They have quite a few cameras and product extensions (e.g tripods, batteries, lenses etc). The agent even has the possibility to access the User manual to check for product features that clients are having trouble with. The search feature is a very powerful addition to the Zendesk Sunshine data base as agents can quickly search by product name or serial number to offer contextual assistance. Agents can also follow the other tickets that the client has logged in and easily navigate through them.
Add an asset
Ability for the agent to easily add a product that the client has bought but maybe not registered yet. The data is stored inside Zendesk. If your systems communicate seamlessly with Zendesk, the data introduced by the agent can instantly become available across all platforms. Hence the sales people will also know this information which might be useful in making the next sales recommending to the client. The agent can fill in the relevant data for the product that the client provides. They can add a serial number and a user manual.
👉👉👉 Download it 👈👈👈
Zendesk Sunshine therapy:
Where do you currently keep your data?
Why are you adding the Sunshine platform to your system? What do you want to achieve?
What kind of data do you consider necessary for your agents to see? (purchase date, serial number etc)
What is the relationship between your users and your products? Do they own 1 or more products?
After you’ve answered the above questions to know where you are, you can check out this article I wrote on how to add custom objects into your Zendesk: How to add custom objects In Zendesk Sunshine. Now, you will need to make the app your own. Every business is different, so depending on your business field, model, internal organisation and flows, this app can vary and needs to match all your requirements. This is where you can book a call with me so I can help you set this up.