New PagerDuty Solution Lets Companies Get Ahead of Customer Issues by Unifying Customer Service, Engineering and IT Teams
24 September 2019 - 3:35PM
Business Wire
New partnerships and integrations with Zendesk
and Salesforce enable companies to automatically coordinate
response between traditionally siloed teams to deliver better
customer experiences
PagerDuty, Inc. (NYSE:PD), a global leader in digital operations
management, today announced PagerDuty for Customer Service to
empower front-line customer service agents to solve issues faster
and deliver better experiences to their customers. The solution,
which consists of new partnerships and two-way integrations with
Zendesk and Salesforce Service Cloud, lets teams proactively share
information between the applications they work in, understand and
resolve technical issues and work together as a united front
supporting customers.
In today’s always-on world, 80% of people will stop doing
business with a company because of a poor experience1. Consumers
expect digital services, such as apps and websites, to work
perfectly every time. Customer service teams are on the frontline
of this reality: 51% of companies only become aware of an issue —
such as a failed shopping cart or cable service outage — when
customers complain2. Once the company becomes aware, it takes an
average of 80 minutes to mobilize a response team, in part due to
siloes separating teams that work in different applications and
have no way to share essential information3.
“PagerDuty’s two-way integration with Zendesk solves a
significant problem in customer service: information siloed between
teams working in different systems,” Zendesk’s VP of Product, Luke
Behnke, said. “When teams are able to share information and
collaborate, customers get resolutions faster. With this solution,
technical teams can see specific context from customer
conversations within PagerDuty, such as whether it’s an isolated or
widespread issue, without sifting through call logs and
emails."
“A large retailer can lose hundreds of thousands of dollars a
minute if its website fails in a busy shopping period, so every
second counts when resolving issues and communicating with
customers,” said PagerDuty’s SVP of Business Development and
Corporate Strategy, Jukka Alanen. “PagerDuty acts as the central
nervous system for a company’s digital operations, giving teams a
single view into how their infrastructure and applications are
running. Modern customer service teams play a key role in the
customer experience and to improve how they communicate with
customers, can now receive real-time updates from technical
teams.”
The new solution builds on PagerDuty’s ever-growing digital
operations ecosystem, which includes more than 350 integrations
with over 200 partners whose products are used by teams including
DevOps, ITOps, Security and Customer Service. PagerDuty sits at the
heart of this ecosystem, using 10 years of machine and human
response data from 12,000 customers to provide visibility,
intelligence, orchestration and automation across a company’s
entire digital operations.
By linking more of these products and teams around PagerDuty’s
platform, PagerDuty for Customer Service extends the benefit of
real-time digital operations management to more people, giving them
the flexibility to do more within the applications they work
in.
PagerDuty has already released solutions that make it easier for
security teams and business leaders to access its platform. The
company has also launched an integration with Slack so that teams
can use the functionality of PagerDuty without having to leave the
Slack user interface.
Learn more about PagerDuty for Customer Service and integrations
with Zendesk and Salesforce at PagerDuty Summit 2019 in San
Francisco on Sept. 23-25.
About PagerDuty, Inc.
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations
management. In an always-on world, organizations of all sizes trust
PagerDuty to help them deliver a perfect digital experience to
their customers, every time. Teams use PagerDuty to identify issues
and opportunities in real time and bring together the right people
to fix problems faster and prevent them in the future. Notable
customers including GE, Vodafone, Box, and American Eagle
Outfitters. To learn more and try PagerDuty for free, visit
www.pagerduty.com. Follow our blog and connect with us on Twitter,
LinkedIn, YouTube and Facebook.
1 Redbord, Michael, “The Hard Truth About Acquisition Costs (and
How Your Customers Can Save You),” HubSpot. Published May 9, 2018.
2 Dimensional Research, Unplanned Work: The Human Impact of an
Always-On World. Published July 2019. 3 Benchmarking Operational
Maturity for Your Digital Business, IDG, November 2018.
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version on businesswire.com: https://www.businesswire.com/news/home/20190924005223/en/
Michael Basilio, PagerDuty mbasilio@pagerduty.com
Source: PagerDuty
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