PagerDuty, a global leader in digital operations management, announced a new customer service solution, built specifically for teams responsible for ensuring great customer experiences. This is the first DigitalOps solution for customer service agents on the frontline who need to proactively and automatically initiate response processes to resolve cases faster. By collaborating directly with Dev and ITOps teams, while keeping customers informed, customer service teams can both improve productivity, and protect their company’s reputation and revenue. Importantly, PagerDuty’s platform also automates the transition of agents from on-duty to on-call which reduces the need for staffing during off-hour shifts – a material cost saving and productivity measure in a critical, time-sensitive customer-focused function in a business.
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PagerDuty’s new solution includes new packaging and pricing specifically designed for Customer Service teams, an integration with Salesforce Service Cloud, and an industry-leading updated integration with Zendesk that provides agents with automated workflows, the latest information on incident priority and status, and a status dashboard in the sidebar of their Zendesk interface, so they don’t need to switch between tools.
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With the world defaulting to digital experiences, customer service agents face growing pressure from customers who rely on digital services more than ever. Solving real-time, customer-impacting issues requires immediate coordination across inextricably linked teams, like customer service, development, operations, IT, and security. However, these teams are often siloed, distributed, and distinctly different in their operating models and even cultures, often working in reactive mode, further hampered by disparate systems and methodologies.
Unlike traditional customer service workflows, PagerDuty for Customer Service automatically provides an immediate, orchestrated response by giving agents complete visibility into incident status and the ability to collaborate with technical stakeholders, while working from preferred customer service platforms such as Salesforce and Zendesk. The result is an empowered customer service team that can proactively drive the remediation of customer-facing digital issues, rather than scrambling to find the right technical resources to help.
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