Zendesk shifts focus from sales CRM to customer service innovation

🚀 Maximize Customer Support with Salesforce Service Cloud At The Growth Technologies, we empower businesses to deliver world-class customer service experiences by leveraging the power of Salesforce Service Cloud. 🔍 Why Service Cloud? Salesforce Service Cloud is not just a help desk — it's a complete solution to streamline your customer support, case management, and service automation, leading to stronger retention and higher customer satisfaction. ✅ Our Strategy: We believe in aligning Service Cloud implementation with your unique business needs. Our strategic approach includes: 🎯 Customer Journey Mapping – Understand every touchpoint to deliver contextual service. 🧩 Omnichannel Enablement – Seamless support across email, phone, chat, SMS, and social media. ⚙️ Automation with Flows & Macros – Reduce response time with intelligent workflows and self-service. 🔧 Tactics That Drive Results: Case Auto-Assignment & Escalation Rules – Ensure the right agent handles the right case at the right time. Knowledge Base Setup – Empower agents and customers with consistent, searchable answers. Einstein AI Integration – Predictive insights and recommended actions to boost first-contact resolution. SLAs & Milestones – Monitor and meet service levels effectively. 📈 Whether you’re looking to implement, optimize, or scale your Service Cloud environment, our certified experts at The Growth Technologies are ready to guide you at every step. 💬 Let’s discuss how we can elevate your customer experience. [info@thegrowthtechnologies.com] #Salesforce #ServiceCloud #CustomerSuccess #CRM #TheGrowthTechnologies #DigitalTransformation #CustomerExperience #SupportAutomation #SalesforceConsulting

Zendesk just dropped a bombshell that could reshape the entire CRM industry. They're completely abandoning the sales CRM market. After capturing only 0.40% market share despite investing over $100 million since 2018. The biggest strategic retreat in enterprise software this year. What makes this truly game-changing: 1) They're forcing 2,000 companies to migrate by August 2027, creating the largest CRM customer land-grab opportunity in years 2) This validates what we all suspected: only platforms with massive scale can survive the AI-powered CRM wars 3) Their valuation crashed from $17 billion to $10.2 billion, and now they're admitting they can't compete where it matters most For years I've watched Zendesk try to expand beyond customer service into sales, acquiring Base CRM and promising unified customer experiences. Zendesk has quietly revealed the truth about today's CRM market: Without 7,000+ app integrations, enterprise-grade AI, and billions in R&D budget, you're dead. Everyone talks about CRM democratization, but the market is actually consolidating faster than ever. Platform beats point solution isn't just strategy anymore. The companies that win will be those with both the scale AND the ecosystem depth to deliver AI-powered revenue intelligence at every touchpoint. Zendesk just proved that even $100 million and seven years isn't enough if you don't have both.

Zendesk is shutting down its CRM. This isn't just a business move—it’s a wake-up call for every leader chasing a "super app" or All-in-one B2B dream. Zendesk aims to accelerate innovation, particularly with artificial intelligence (AI), to build more impactful solutions for its customers. It leaves players like HubSpot a wide space to fill. Noone can stop Hubspot anyways, keeping aside Enterprise domain for a second. Almost all SAAS companies I know (barring enterprise) are now enhancing their offerings with AI, instead of creating all-in-ones. Zendesk Sell will be retired on Aug 31st, 2025. They're directing customers to a partner, Pipedrive, to facilitate the transition. I've been in SaaS for 13+ years, and I sincerely feel that spreading core business offerings dilutes the core value. But pivoting or experimenting is still very important to understand customer demand. Building a world-class sales CRM is a different beast from building a top-tier customer service platform. The two require different DNA, different talent, and different market focus. Zendesk realized this. They’re doubling down on what they do best: customer service. This decision is a testament to the power of focus, even if it means walking away from a product you spent years building. What's your take? Is focusing on a niche the ultimate path to market leadership, or is a diversified portfolio the safer bet? #Zendesk #CRM #Hubspot #FutureofCRM #AIfocused #saas

Salesforce Service Voice Cloud is a cloud-based voice solution integrated within Service Cloud that enables businesses to deliver real-time, personalized customer support through voice calls. It combines telephony, AI, and CRM data into a single platform, giving agents the tools they need to resolve customer issues efficiently.   Service Voice Cloud is essentially Salesforce’s contact center voice solution built on Amazon Connect and tightly integrated with the Salesforce platform. Unlike traditional call centers that require separate telephony systems, this is 100% cloud-based, eliminating the need for physical phone lines or complicated setups. It empowers service agents to manage calls directly inside Salesforce, leveraging customer data, AI-driven insights, and automation to improve customer experiences.   1. Customer Initiates a Call A customer calls the service number provided by the company. The call is routed through Amazon Connect (cloud telephony system integrated with Salesforce). Interactive Voice Response may greet the customer and ask for input (e.g., “Press 1 for Billing, Press 2 for Technical Support”).   2. Intelligent Call Routing Based on IVR input, customer data, or AI predictions, the call is routed to the best available agent. Routing can be based on: Agent skill set , Language preference, Priority level   3. Screen Pop for Agent As soon as the agent accepts the call, customer information appears on their Salesforce Service Console. This includes Contact details, Case history, Recent interactions Agents don’t waste time searching for customer info.   4. Real-Time AI Assistance Einstein AI listens to the conversation and: Provides real-time recommendations (knowledge articles, next steps). Detects sentiment (positive, neutral, negative). Suggests scripts for better responses.   5. Omni-Channel Integration While on a voice call, the agent can: Send an email, Start a chat session, Log case details—all without leaving Salesforce. This keeps all interactions in one place.   6. Call Recording & Transcription The entire call is recorded and automatically transcribed. These transcripts can be Used for quality assurance, added to the customer case, analyzed for training and compliance   7. Post-Call Automation After the call ends Case notes, call logs, and transcripts are automatically attached. Follow-up tasks can be created (like sending an email or scheduling a callback). No manual data entry required. #Salesforce #SalesforceAdministrator #CRM #CloudComputing #ReportsAndDashboards #DataManagement #AdminLife #SalesforceCareers #LearningSalesforce #TechCareers #Learn #Grow #Tech #SmartRouting #360CustomerView #AgentEfficiency #AIForService #VoiceAssistance #OmniChannelSupport #VoiceAnalytics #QualityControl

Discover the untapped potential of Salesforce Service Cloud’s Winter ’26 updates that could revolutionize customer engagement. 1. Trend Alert: Enhanced AI and Automation - Salesforce continues to integrate AI for smarter service solutions. - Automation features are refining customer interaction and workflow. 2. Salesforce Insights: Optimizing Customer Experience - AI-powered recommendations are becoming more intuitive. - Enhanced chat capabilities improve real-time customer support. 3. Challenges and Opportunities - Balancing AI and human touch remains crucial. - Adopting new features requires strategic planning and training. 4. Actionable Steps for Salesforce Professionals - Assess current service processes and identify areas for AI integration. - Train teams on new features to maximize their potential. - Regularly review the impact of these updates on customer satisfaction. Embrace these updates to stay ahead in delivering exceptional customer service experiences.  🔗 Link in 1st comment 🔗 Article from salesforceben(dot)com #Salesforce #Digitaltransformation #Awesomeadmin 💡 I share each day the latest insights and tips on Salesforce, Pardot, Marketing Cloud, Data Cloud, and Agentforce. Follow #AlexandreSFDC to stay updated with all the news and strategies! 🔔 Turn ON the bell notification on my LinkedIn profile

Hello #Trailblazers, Recently I shared two posts: one about improving #CustomerService with #ServiceCloud tools, and another about how it works hand in hand with #DataCloud. Here are the links in case you missed them: ➡️ https://lnkd.in/dTG-Zse7 ➡️ https://lnkd.in/d9bEvKjq But how do you know if your customer service really improved? How do you measure success? That’s where KPIs (Key Performance Indicators) come in. They show how well you’re meeting goals, how your solution performs, and help you make smarter business decisions. Here are some of the most important Customer Service KPIs to check if your Salesforce launch was truly successful: ⏱️ Average Handle Time - average duration to handle inquiries. 👉 Improve with Einstein Bots or #Agentforce #AI Agents to deflect routine cases and guide faster resolutions. ⚡ Average Speed to Answer - time it takes to respond to a contact. 👉 Omni-Channel routing assigns cases/chats to the best available agent instantly. 🎖️ First Contact Resolution - % of cases solved on first interaction. 👉 A Salesforce Knowledge Base gives agents and customers accurate solutions right away. 🏋 Customer Effort Score - how easy it is to use your service. 👉 Experience Cloud Case Deflection enables customers to self-serve without raising a case. 🤩 Customer Satisfaction - how customers rate your service. 👉 Case Surveys capture feedback immediately after interactions. 📊 Customer Retention Rate - how many customers stay after a set period. 👉 Service Analytics helps identify churn risks and proactively support at-risk customers. These are just a few examples - but I’m curious: which KPIs do you track most often in your projects, and why? And which #Salesforce tools helped boost your Service Cloud efficiency? Stay tuned for my next posts! PS. Want to dig deeper? These resources helped me put this post together: 🌐 https://lnkd.in/dc-E8485 🌐 https://lnkd.in/dx3NmNaU #Trailblazer #Trailhead #SalesforceConsultant #KPI #KeyPerformanceIndicators #ServiceCloudConsultant #BusinessImprovements #SoftSkills #KnowlesgeSharing

We announced today the acquisition of DSaF (Dr. Schengber & Friends GmbH), a German pioneer in Community Management & Digital Customer Management services. It is on the basis of this cultural and professional alignment that we found the ideal partner to strengthen service offering in Germany: together with CRM solutions (Salesforce) and CCaaS solutions (Five9, Huawei, Genesys, Vocalcom) supported by Group capabilities, Assist Digital can now offer a unique value proposition: integrating enterprise solutions with AI, agentic AI, and data solutions across every phase of the customer relationship – from marketing to sales, and after-sales service. In addition to its professional consulting, technology, and digital transformation capabilities, Assist Digital also brings service outsourcing management skills, from marketing automation to digital sales, from lead generation to customer service, with operational centers in various European countries offering nearshore services, including in the German language. https://lnkd.in/dQ_PJ37g

Attio: $52 Million Series B Secured To Advance AI-Native CRM: Attio, the AI-driven CRM platform, has announced a successful $52 million Series B funding round led by GV (Google Ventures), bringing its total funding to $116 million. The fresh investment will accelerate Attio’s mission to redefine customer relationship management for the AI era, empowering businesses to build flexible go-to-market systems with deep customer insights. The post Attio: $52 Million Series B Secured To Advance AI-Native CRM appeared first on Pulse 2.0.

monday.com unveils AI-powered agents, monday campaigns for CRM, and enterprise enhancements at Elevate 2025, driving efficiency for 250,000+ customers - https://lnkd.in/g7Mm2J6C “AI is fundamentally changing the way people adopt, onboard, and enhance work solutions, and with it, expectations for what software should deliver,” said Daniel Lereya, Chief Product & Technology Officer at monday.com. #CRMSolutions #EnterpriseSoftware #ProductivityTools #SaaS #mondaycom #TechIntelPro

The SaaS landscape in 2025 presents new challenges: customer acquisition costs have reached record highs while user expectations continue to evolve quickly. Here’s what the current data reveals: 𝗧𝗵𝗲 𝗖𝘂𝗿𝗿𝗲𝗻𝘁 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗟𝗮𝗻𝗱𝘀𝗰𝗮𝗽𝗲 - Average SaaS churn rates have risen to 13-15% annually - Customer acquisition costs have increased 60% since 2022 - However, companies with established success programs maintain 5-7% churn rates Proven Strategies for 2025: 1. 𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗛𝗲𝗮𝗹𝘁𝗵 𝗦𝗰𝗼𝗿𝗶𝗻𝗴 Instead of reactive support, leading SaaS companies monitor engagement patterns in real-time. When login frequency decreases by 40% over two weeks, it signals the need for proactive outreach before cancellation occurs. 2. 𝗩𝗮𝗹𝘂𝗲 𝗥𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗠𝗮𝗽𝗽𝗶𝗻𝗴 Customers invest in outcomes, not features. Successful companies map every user journey to measurable business results. Research shows that customers who can’t connect your solution to their success metrics within 30 days have 50% lower retention rates. 3. 𝗘𝘅𝗽𝗮𝗻𝘀𝗶𝗼𝗻 𝗥𝗲𝘃𝗲𝗻𝘂𝗲 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 The strongest retention correlates with customer growth. Organizations focusing on expansion revenue consistently report 90%+ retention rates, as growing customers develop deeper platform investment. 𝗞𝗲𝘆 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗘𝗹𝗲𝗺𝗲𝗻𝘁𝘀 𝗳𝗼𝗿 𝟮𝟬𝟮𝟱: - Streamlined onboarding that delivers value within the first week - Quarterly business reviews focused on ROI and strategic outcomes - Predictive analytics to identify at-risk accounts early - Customer success teams positioned as strategic business partners Moving Forward: Effective retention centers on continuously demonstrating value to your customers. The most successful SaaS companies in 2025 treat customer success as a strategic growth driver rather than a support function. What’s your biggest retention challenge right now? Let us know in the comments. 𝗗𝗮𝘁𝗮 𝗦𝗼𝘂𝗿𝗰𝗲𝘀: ChartMogul SaaS Metrics Report 2025, ProfitWell by Paddle Retention Benchmarks, Gainsight Customer Success Analytics