Customer Journey Mapping: POS Systems + Zendesk
What do customers do before they call or book? askotter reads POS Systems and Zendesk together and answers it for your business, by text.
How does customer journey mapping with POS Systems and Zendesk work for a small business?
askotter reads POS Systems and Zendesk side by side so it can map the path customers take across your accounts. The whole path in one view, with every visit and decision point on it.
Read the full answerShow less
The owner asks follow-up questions by text.
- From POS Systems
- Transaction data, Product-level sales, Customer identification.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- POS Systems and Zendesk are on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing POS Systems or Zendesk. Both keep working exactly as they do now.
What do customers do before they call or book?
On paper the path is simple: someone sees an ad, visits the site and books. In real life they search twice, read reviews and come back days later on a different phone. Each tool sees only its own piece.
How askotter handles it
askotter reads POS Systems and Zendesk side by side, so it can map the path customers take across your accounts.
A person checks the result before it reaches you. This is part of our local SEO services work.
How POS Systems and Zendesk records line up
POS Systems and Zendesk both store the customer's email address. askotter lowercases and trims it on both sides before matching, so the same person shows up as one customer across the two tools.
Both tools can hold a phone number. Numbers are normalised to one international format before matching, which catches customers who never gave an email.
Shared between the two: the customer email address and the phone number.
What customer journey mapping uses from each
Customer journey mapping needs the order of events for one person.
From POS Systems that means visit history for loyalty members. From Zendesk it means support contacts in the order they happened.
POS Systems and Zendesk are on the integration roadmap, so the matching described here starts when that connector ships.
What each tool sees on its ownShow less
POS Systems on its own
A POS sees the sale at the counter. It only knows who bought when the customer gave a phone number or email for a receipt or loyalty account.
Timing. Many POS systems settle and export transactions in end-of-day batches.
Access. The POS vendor's API where one exists, or a daily export.
Zendesk on its own
Zendesk sees the complaint and how it was handled. It cannot see what the customer is worth or whether they bought again.
Timing. Zendesk timestamps every ticket, reply and status change.
Access. The Zendesk Support API with a read-only token.
Related guides
- How to Get Your Business Into Google AI Overviews. The box above the results is the new first position.
- How to Track AI Traffic in Google Analytics. It is already in your analytics. It is just filed under Referral with everything else.
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Questions about POS Systems + Zendesk
Do I need a developer to connect POS Systems and Zendesk?
How is askotter's Customer Journey Mapping different from what POS Systems shows on its own?
POS Systems + Zendesk is coming soon
Talk to us about your timeline, and we will confirm the launch date before you commit.
Self-managed is $99/mo and scales with the compute you use. Our team runs it from $600/mo.