Zendesk Commended by Frost & Sullivan for Its Customer-focused Sales Force Automation Solution

Zendesk Sell differentiates itself with a user-friendly, mobile-first design; easy onboarding experience; an integrated platform; and attractively priced product bundles

Based on its recent analysis of the North American small and mid-sized business (SMB) mobile worker apps market, Frost & Sullivan recognizes Zendesk with the 2020 North American Product Leadership Award for its Sell sales force automation (SFA) solution. The solution stands out for its ease of use, affordable pricing, creative bundling, ongoing support, and emphasis on the customer experience.

“Zendesk Sell is tailored to the needs of SMBs and offers a tiered selection of capabilities. Unlike legacy sales management tools, it supports an omnichannel strategy; provides an easy-to-use, mobile-first experience; and prioritizes integration with both internal company systems and external services,” said Jeanine Sterling, Frost & Sullivan Industry Director. “Significantly, Zendesk is able to leverage the product usage data from over 40,000 Zendesk customers and combine it with information from its Zendesk Customer Experience Trends Report for well-rounded insights regarding customer needs.”

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Zendesk Sell is available as a standalone offering and as a part of a competitively priced bundle called the Sales Suite. This bundle includes the Zendesk Sell, Chat, Reach, and Voice, which are core tools used by sales representatives to prospect, communicate, and sell. Zendesk Sell is available in a cloud-based as-a-service format, and its subscription pricing model makes it affordable to smaller businesses and allows customers to scale the solution easily.

The company is looking to make the most of its rising brand awareness with creative go-to-market strategies that target existing Zendesk users that need SFA software and value the integration of Sell with other Zendesk products and that target new prospects that are searching for SFA software that is powerful yet easy to use and affordable. These two strategies can potentially tap customer segments that are new to SFA and either seeking to upgrade to a more advanced SFA or replace a legacy or homegrown product.

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“The SMB mobile worker applications sector is expected to continue growing, and mobilized SFA solutions, such as Sell, will be key contributors to this trend. The company also continues to forge technology and reseller partnerships, thereby building an ecosystem of apps and alternate channels that open up new global markets,” noted Sterling. “As Zendesk expands into the enterprise sector, its Sell offering and tiered plans will continue to offer SMBs flexibility, scalability, integrations, and the capabilities that smaller businesses need to succeed.”

Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid market acceptance. The award recognizes the quality of the solution and the customer value enhancements it enables.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.

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