Recurly + Zendesk for an Improved Subscriber Experience
Recurly is excited to announce our newest integration, with Zendesk, a leading customer service SaaS solution. Many of our customers use Zendesk Chat and Support to handle communications with subscribers at all stages of their lifecycle. With the ability to see subscribers details and refund, pause, or cancel a subscription directly from the Zendesk interface, you’ll save time and provide great service to your subscribers.
Before we get to the specifics, it’s important to reflect on a shift in the technology landscape. The past decade has seen a transition away from monolithic enterprise applications traditionally used to manage key business processes and toward the use of more lightweight, specialized applications. These newer apps are more flexible and easier to implement, often as part of an integrated ecosystem of best-in-class apps. The legacy applications on the other hand—characterized by their attempt to be a one-size-fits-all solution—were time-consuming to set up, difficult to maintain, and slow to innovate.
With the emergence of integrated applications, businesses still need to ensure that their customer information is easily accessible. Whether through your Customer Relationship Management, Enterprise Resource Planning, Accounting, Billing, or Support tools, customer data must be available and actionable to ensure a seamless omnichannel experience. Recurly offers our customers best-in-class integrations with Salesforce, Netsuite, Avalara, QuickBooks Online, Xero, and other business-critical applications.
Now for the details. Recurly for Zendesk Chat and Recurly for Zendesk Support are two-way integrations that improve your ability to quickly resolve your subscribers’ questions and problems. With this integration, support agents can better assist each subscriber in real-time, without having to leave the conversation. With easy visibility into your subscribers’ account, subscription, and payment status, you can prioritize which subscribers to support, and proactively address their issues. Once you have an understanding of the problem, you can now take action directly within the Zendesk user interface.
Support agents can easily refund, pause, or cancel subscriptions. They can also issue refunds directly from the Zendesk interface—one of the most requested features. Agents can issue either a partial or full refund, up to the amount of the last invoice.
If a subscriber is at risk of churning, the ability to pause their service is a great way to take a break from the subscription without cancelling and losing their billing data, preferences, etc. It’s never ideal to have a subscriber cancel, but it’s a great learning opportunity to improve your retention strategy. If a subscriber requests to cancel their subscription, agents can do so immediately in the Zendesk interface, at the subscriber’s next bill date or at the end of the subscription term.
Recurly customers should note that the ability to modify their companies subscriptions will vary depending on the permission level of the agent.
Recurly is continually expanding our partner ecosystem to enable our customers to support their subscribers from a variety of platforms. If there are other high-priority integrations you’d like to see Recurly consider or feedback on Recurly for Zendesk, send an email to firstname.lastname@example.org to help inform the roadmap.