Article | 2 min read

Turn customer reviews and messages into conversations: introducing new Zendesk integrations

By Anthony Okumura

Last updated September 14, 2016

As a customer-centric business, you want to be wherever your customers are. Giving them every opportunity to communicate with you about the good…and the bad. Hence the popularity of omni-channel support. Whether on social, email, messaging, voice, or even review sites or marketplaces, your customers can get in touch. But as great as omni-channel support is for customers, answering all those channels can be a challenge for support agents. Imagine spending your day scanning Trustpilot reviews for customer complaints, then moving on to Google Play, then to Twitter. It’s not only inefficient, it’s ineffective. Customers fall through the cracks. Businesses need to consolidate all of these channels into a single place in order to empower agents to be more productive, gain better insight into the customer journey, and improve the overall customer experience.

Any Channel, Same Great Service

With the Zendesk Google Play Reviews integration announced this last May, our customers turned over 440,000 Google Play reviews into tickets in Zendesk in the first two months. Building on this momentum, today we’re introducing partner built integrations into Amazon, eBay, and Trustpilot.

“The future of customer service is immersing both service and engagement into the overall customer experience,” said Adrian McDermott, senior vice president of product development at Zendesk. “Zendesk is strengthening the relationship between businesses and their customers by embedding customer service into the right places at the right time — and on every channel.”

For example, when someone leaves a review on Trustpilot, a customer service ticket is automatically created in Zendesk. Agents can respond directly to the ticket, and the response will post back to Trustpilot. “Companies using Zendesk’s integration to respond to Trustpilot reviews are communicating with their customers more efficiently than ever before,” said Niklas Stephenson, Head of Global Data Products at Trustpilot. “With Zendesk, companies can now listen to their customers everywhere they are online.”

With these integrations our customers can start to remove these manual or siloed processes and improve the quality of service they deliver to their customers. “Trustpilot is an important customer service avenue for us,” said Adam Young, RC Willey, a Trustpilot customer. “The Trustpilot and Zendesk integration has been a huge time saver and allowed us to control everything related to reviews in one place.”

How Does it Work?

  • Install integrations directly from the Zendesk Apps Marketplace
  • Follow the short installation instructions for each app, and start bringing these conversations into Zendesk
  • Agents can report and prioritize which tickets to work on based on any information found in the ticket
  • Leverage views, macros, and triggers to increase agent efficiency
  • Create reports to measure metrics such as response time improvement, and resolved tickets

These integrations are available to customers on the Team plan and above and can be found on the Zendesk Apps Marketplace.