Customer engagement brought to you by a monkey, a chimp, and Buddhy

Did you know that customers who reach out to your support team are usually just a small percentage of your entire customer base? And when they do reach out, 95 percent of those customers have an average of only one ticket in your Zendesk?

That’s a pretty sad relationship. One ticket—one conversation—with a fraction of your customers.

Zendesk has traditionally been used as a tool to collect and manage your customer conversations, for communicating with those customers who reach out for help.

But what about your customers who don’t reach out?

Luckily, Zendesk has friends named MailChimp and SurveyMonkey to help you reach out to your customers and have more informed conversations. Instead of waiting for customers to come to you with a question or issue, you’ll be able to know who your customers are outside of a support interaction and proactively start a conversation. You can do this by following these four steps:

Step 1: Gather information about your customers

You can gather all sorts of customer data in user fields, like what products they use, when they first became a customer, and if they’re a VIP customer.

Step 2: Know your customers beyond the ticket

Today, you’ll see the new People icon on the navigation bar in your Zendesk. Clicking this icon takes you to your customer lists, where you can learn more about your customers. Similar to ticket views, customer lists organize your customers based on common attributes. Using the user fields you created in step one, you can create meaningful views of your customers, like new customers who signed up in the last month or a list of VIP customers.

Step 3: Reach out for customer feedback and ideas

With your customer lists created, you can use the SurveyMonkey Create app to ask new customers in the past month, for example, how their experience has been with your company. Or, you might ask your VIP customers for product ideas and feedback.

Step 4: Follow up with important announcements

You can also target specific customer lists with an email announcement using the MailChimp Campaign app. You might send a special “welcome to the community” newsletter to new customers. Or, alert customers you know prefer a certain product that a new addition was added to the line.

Customer lists are available to Zendesk customers on Regular, Plus, and Enterprise plans. They will be rolled out to customers over the course of today and tomorrow. You can find the new apps in the Zendesk App Marketplace and start communicating better and developing more meaningful relationships with your customers.


For best practices on how to set up customer lists, check out our cookbook for customer-centric workflows or the community announcement for more information

  • Ryan Thrash

    Customer lists are not working right now. The filters creation boxes don’t render in latest Chrome or Safari under Mavericks, and no Users/Lists icons show up in the left bar. I was able to get the Freddy-icon to show up by installing the MailChimp App but it relies on Lists to work so it’s a no go. I have logged out and logged back in, too.

  • http://www.zendesk.com/ Zengage Editor

    Ryan,
    I’m very sorry to hear this, thanks for letting me know. I’ve created a ticket in your name, a customer advocate will be in touch soon to help.

  • http://www.zendesk.com/ Zengage Editor

    Hey Ryan… just following up to see if the new features appeared for you at some point during yesterday’s rollout? We want to make sure you have what you need. Thanks!

  • http://www.cazoomi.com/ Clint Wilson

    Our NetSuite subscribers love the new enhancements you all have done with the MailChimp App…keep up the good work:)

    ~Clint
    @cazoomi

  • http://www.zendesk.com/ Zengage Editor

    Hey Ryan… glad to hear that the lists appeared for you after all! We mentioned roll out timing briefly in the blog post about the new features, but we work harder to make that more prominent next time so it is more clear. Thanks so much for the feedback.

  • http://www.zendesk.com/ Zengage Editor

    Hey Ryan… glad to hear that the lists appeared for you after all! We mentioned roll out timing briefly in the blog post about the new features, but we work harder to make that more prominent next time so it is more clear. Thanks so much for the feedback.

  • http://www.zendesk.com/ Zengage Editor

    Hi Jeroen,

    Any subscription will work.

    SurveyMonkey and MailChimp limit their usage by number of emails sent, number of subscribers, and number of surveys

    For instance, if you’re on SurveyMonkey free plan that allows 10
    questions per survey and 100 responses, you’ll be limited to 100 responses.

    Another example is if you’re a MailChimp free customer you’re limited to 2000 customers in your list. You can therefore only send up to 2000 users from your customer list inside MailChimp.

    I hope that helps!