Domo and Zendesk Bring in IoT App with Real-Time Data Analytics to Disrupt the Service Industry
As part of this partnership, Domo and Zendesk launched the Zendesk Customer Success for IoT App, an application built on top of the Domo IoT Cloud
Leading Mobile Cloud-based Business Operating system provider, Domo, is taking the Connected Devices route to bridge Sales and Marketing processes. In an exciting development for Marketing and Sales Technology aficionados, Domo has announced a strategic partnership with MarTech giant, Zendesk. This partnership with Zendesk will help Domo customers to better manage their IoT solutions and also offer a better and proactive service experience to their end-users.
As part of this partnership, Domo and Zendesk launched the Zendesk Customer Success for IoT App, an application built on top of the Domo IoT Cloud, to provide end-to-end management of data from device to end user.
How IoT App is a Value-Add to Domo Customers?
This new IoT app extends the Domo IoT Cloud provisions, enabling a better, proactive Customer Service experience with Zendesk. This is particularly focussed on creating a self-service and autonomous workflow from device data to issue resolution.
Domo is already recognized as a leader in Self-Service BI Market by independent market research firms and analysts. This new IoT App further strengthens the Company’s BI product roadmap with Zendesk as a key partner.
Why you’ll love your Zendesk data in Domo?
Modern customers expect an unprecedented level of experience delivered on every device they access. It’s easy to promise on Customer Experience dreams than to truly deliver. This Domo IoT App allows customers to move out of the vacuum created due to Marketing, Sales and Customer Service silos.
Intricately tying into every business operation, Zendesk’s Domo integration allows Domo customers to connect and manage all your other sources of customer data within Domo. This means you can get a holistic view of your customers’ needs and habits. With that kind of information, you won’t merely respond to helpdesk requests.
Role of Zendesk in Domo IoT App
With this new app, companies can merge their Zendesk data with data from other sources, all in the Domo platform. Once this data is in Domo, companies can get a holistic view of its customers’ needs and habits, and see how business decisions are affecting customers in real-time.
Benefits of Working with Zendesk within Domo
With the new IoT app, you can merge Zendesk data with data from any other source, all in one platform.
Additionally, you can create real-time alerts and receive instant notifications when Zendesk metrics hit thresholds that you determine.
The most satisfying benefit of having Zendesk work within Domo is the availability of Instant insights. Domo customers can now bring Zendesk and other data sources together to see how business decisions affect customers in real-time.
Marketing and Sales will Relish this Fluent Combination of CRM Data with IoT Functionality
Companies get real-time alerts based upon changes in the data coming from a device, and Domo pushes that data back to Zendesk Sunshine, the company’s CRM platform built on Amazon Web Services (AWS), to automatically initiate a ticket for Zendesk support. This app offers an end-to-end solution for companies to take action based upon the data from their IoT machines.
At the time of this announcement, Jay Heglar, Chief Strategy Officer at Domo., said, “Domo is helping customers evolve their IoT data from an operational tool for the shop floor to a valuable asset for the entire company.”
Jay added, “With this new App, we are providing our mutual customers with a seamless experience for taking data from machines and initiating (a) workflow to solve problems. Zendesk Sunshine makes it easy to deliver this integrated experience, which we believe is the future of IoT.”
Domo Customers Enjoy An Upper-Hand in Dealing with Heightened Customer Expectations
Tech does all the talking in this Zendesk+Domo IoT app function. Customers can leverage Domo’s new IoT App to merge an organization’s most relevant Zendesk data points and turns them into dynamic visualizations. These include:
Meet Customer Satisfaction Objectives
This feature allows users to easily analyze customer survey responses and breakdown the data by marketing channel, manager, location, teams, and individual agents, to identify trends and improve customer satisfaction scores.
Support Ticket Activity
This feature allows customers to view all of their support ticket data in one digestible dashboard, seeing opened and closed tickets, the number of escalations, and support team efficiency with a variety of filters and segments.
Autonomous Zendesk QuickStart
The Zendesk QuickStart provides a comprehensive summary of team performance, including backlog management, ticket handling, agent leaderboards, and much more. This feature allows customers to optimize their customer support and streamline their organization’s operations.
Norm Gennaro, SVP of worldwide sales at Zendesk, said, “The best customer experiences are built on Zendesk. Our customers are looking to drive excellent customer experiences and increased business value through IoT data, our new partnership with Domo helps us deliver on that opportunity.”
Norm added, “With the new Domo and Zendesk app, organizations can gain a holistic view of their customers’ needs and habits, and anticipate helpdesk requests that are affecting their customers in real-time.”
What Domo’s Loyal Customers Have to Say about the new IoT Applications for Their Marketing, Sales, and Service
Companies like SharkNinja will be able to use this new solution to provide a new level of customer service to its install base.
“When SharkNinja launched the new Ion robot, they had hundreds of thousands of robots in consumers’ homes. And it would take them a whole week to analyze data from just 20 robots to learn things like ‘is the battery running low,’ or ‘is the robot completing its mission.’
Domo already offers its unique Data Science suite to customers. Adding its IoT App to the marketplace will heighten its sellability quotient.
After implementing the Domo IoT Cloud and Zendesk integration, SharkNinja will get 20 billion rows of data every hour to tell them what the robot’s doing, how they can proactively help a customer with a robot issue they may not have even detected, and give a five-star experience to all of their customers,” explained Heglar.
Domo currently has over 30 IoT Integration Apps including AWS IoT Core, Azure IoT Hub, Raspberry Pi, and Soracom.
MQTT data and Connectivity
Besides the Zendesk integration, the newest in the fleet of IoT Integration Apps is the MQTT data and connectivity App. MQTT is a machine-to-machine, Internet of Things connectivity protocol. This protocol is lightweight and is suitable for constrained environments. This protocol is deployed in many IoT devices globally. MQTT is useful for connections with remote locations where a small code footprint is required and/or network bandwidth is at a premium.
For example, MQTT has been used in sensors communicating to a broker via satellite link, over occasional dial-up connections with healthcare providers, and in a range of home automation and small device scenarios. It is also ideal for mobile applications because of its small size, low power usage, minimized data packets, and efficient distribution of information to one or many receivers.
Currently, Domo’s mission is to be the operating system for business, digitally connecting all your people, your data and your systems, empowering them to collaborate better, make better decisions and be more efficient, right from their phones. Domo works with many of the world’s leading and most progressive brands across multiple industries including retail, media and entertainment, manufacturing, finance and more.