Customer Journey Mapping: QuickBooks + Zendesk
What do customers do before they call or book? askotter reads QuickBooks and Zendesk together and answers it for your business, by text.
How does customer journey mapping with QuickBooks and Zendesk work for a small business?
askotter reads QuickBooks 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 QuickBooks
- Income and expense data, Accounts receivable/payable, Cash flow statements.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- QuickBooks and Zendesk are on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing QuickBooks 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 QuickBooks 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 digital marketing services work.
How QuickBooks and Zendesk records line up
QuickBooks 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, the phone number and the company or account.
What customer journey mapping uses from each
Customer journey mapping needs the order of events for one person.
From QuickBooks that means each customer's first invoice date. From Zendesk it means support contacts in the order they happened.
QuickBooks 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
QuickBooks on its own
QuickBooks sees what was billed and paid. It has no idea which marketing produced the customer.
Timing. QuickBooks shows revenue when invoices and sales receipts are entered, which can trail the sale in a busy month.
Access. The QuickBooks Online Accounting API with read-only OAuth access.
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.
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Services that use these connections
Other analyses: QuickBooks + Zendesk
Questions about QuickBooks + Zendesk
Do I need a developer to connect QuickBooks and Zendesk?
How is askotter's Customer Journey Mapping different from what QuickBooks shows on its own?
QuickBooks + 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.