Customer Retention: Salesforce + Zendesk
Which customers are about to stop coming back? askotter reads Salesforce and Zendesk together and answers it for your business, by text.
How does customer retention with Salesforce and Zendesk work for a small business?
askotter reads Salesforce and Zendesk side by side so it can spot the signs that a customer is drifting away. Customers at risk flagged early, with the best way to win each one back listed first.
Read the full answerShow less
The owner asks follow-up questions by text.
- From Salesforce
- Leads and opportunities, Account and contact data, Pipeline stages and velocity.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- Salesforce and Zendesk are on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing Salesforce or Zendesk. Both keep working exactly as they do now.
Which customers are about to stop coming back?
By the time you notice a regular has gone quiet, they have booked somewhere else. The warning signs were spread across your accounts: a complaint, a missed visit, a failed card payment. No single tool saw all of it.
How askotter handles it
askotter reads Salesforce and Zendesk side by side, so it can spot the signs that a customer is drifting away.
A person checks the result before it reaches you. This is part of our PPC management work.
How Salesforce and Zendesk records line up
Salesforce 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 retention uses from each
Customer retention needs repeat behaviour from the same customer over time.
From Salesforce that means renewal dates and open cases per account. From Zendesk it means repeat tickets and low satisfaction scores.
Salesforce 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
Salesforce on its own
Salesforce sees leads, accounts and opportunities. It knows which campaign produced a lead only when someone records it there.
Timing. Salesforce opportunity stages move when someone updates them, so pipeline data is as current as the team's CRM habits.
Access. A connected app with read-only access to Lead, Contact, Account and Opportunity.
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
- LinkedIn Ads to Salesforce: Why Your Attribution Is Broken. The gap between what LinkedIn claims and what your CRM shows is a measurement problem nobody set up correctly.
- How to Measure Marketing ROI When You're Not a Data Scientist. The right questions can do the work of a data team.
Services that use these connections
Other analyses: Salesforce + Zendesk
Questions about Salesforce + Zendesk
Do I need a developer to connect Salesforce and Zendesk?
How is askotter's Customer Retention different from what Salesforce shows on its own?
Salesforce + 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.