Cloud Blog – How to improve your customer support with Zendesk consultants

How to improve your customer support with Zendesk consultants

About the new Challenger sales model and how it relates to Zendesk consulting


Customer support has become more than just a way of communicating with regular customers. Over the past couple of years, sales methods have completely changed their focus and customers have become more demanding. 

Zendesk’s methods and ways of conducting research have also made some progress  and have also analyzed the new sales model, which improves Zendesk support professional. Below we will take a look at how Zendesk consultant works in tandem with the Challenger model, what this concept means in general and whether it is worth paying attention to when working with support. 


What is the Challenger Sales model and how does it affect Zendesk consulting?

The modern philosophy of the sales process differs from how it was five years ago. Previously, agents focused on selling the product or service to the customer, but now the focus has shifted to selling the solution. This selling scheme was created in 2011, when customers became more aware of the range of products and began to have more access to information regarding different services, and while recently we talked about the importance of building relationships between customers and the company, Challenger Sales, on the other hand, is focused more on controlling the sales process. 

Matthew Dixon and Brent Adamson, authors of The Challenger Sale: How To Take Control of the Customer Conversation, believe in five types of salespeople: 

  1. The Hard Worker 
  2. The Relationship Builder
  3. The Lone Wolf 
  4. The Problem Solver 
  5. The Challenger 

Whereas the first four types focus on working by the rules or by some statute, the tester will improvise and act according to the situation. His main difference in how he performs his sale is to have a debate with the client and know what he really needs. In the course of the conversation, the Challenger can discover the client’s problem and offer a solution that he may not have even thought of. This is not where persuasion or instructions that are spelled out in the rules will work. What’s needed is an individualized approach that results in the client being better informed and a collaborative search for a solution. That’s the job of a Zendesk consultant. 

Zendesk professional together with Challengers — how will it benefit the business? 

Let’s divide sales into two types: transactional and complex sales. Transactional sales take place when the client knows in advance what he wants to buy and contacts Zendesk professional services solely in order to get a certain product or service. Any Zendesk consultants are almost always successful with such sales. 

With complex sales there is a 54% probability of making a successful sale, because they can always find an approach to customers who do not know what they want. From these statistics, we can conclude that the Challenger model is successful in generating revenue for companies. 

Nevertheless, given all the progress of this Zendesk experience method, there are some downsides to be aware of before starting a Zendesk implementation. 

Cons of the Challenger method:

  • It can be not as effective if a novice sales agent doesn’t know how to operate it properly
  • Unsuccessful in transactional sales 
  • Difficult for sales agents who are used to working with other models 

Pros of the Challenger method: 

  • Gives the customer the opportunity to look at their business from a different angle
  • Gains greater customer loyalty 
  • Less delicate budget discussions 

Let’s assume we’ve already figured out what the Challenger method is and how beneficial it is when used by sales agents. Let’s demonstrate how this method works, step by step, in order to give a more detailed picture of what’s going on.


Applying the Challenger method on the example of Zendesk consulting

To understand how the Challenger method works, you need to break down the sales process into 6 steps and consider each of them in detail. 

  1. Background Reconnaissance. The agent does not offer a specific product right away, but asks the client about his business in a careful and detailed way. For example, clarify how much money the client spends on advertising and whether it gets him the results he wants. 
  2. Rethinking. Based on the client’s response, you let him know that he’s spending more than he’s getting or that the method he’s using isn’t effective. 
  3. Rational Evidence. Of course, the customer is not going to be thrilled that Zendesk support professional pointed out the reason for the loss of money. The first thing he will demand after receiving the information is proof. 
  4. Emotional support. You have disarmed the client with your ruthless facts and removed his rose-colored glasses. Now the client is stressed and does not know what to do next. This is where Zendesk professional comes to the rescue, and provides emotional support to the client. 
  5. Suggestion. At this point, the customer already feels trust towards you, so he follows your instructions. Now he does not need a product or support, he needs a solution. 
  6. Solution. Here we go. You come to a consensus and find a solution for the client, which at the sixth step is already obvious. This is how you bring the customer to Zendesk explore professional. 


Use Zendesk professional in combination with any sale method 

Agents that use the Challenger method always find the reason for a customer to contact support and can provide them with the right solution, and with Zendesk you can visually divide clients within the platform yourself, so you know exactly which agent is needed for which client. 

For more information, contact Cloudfresh Zendesk consultants in a unique center of expertise for Google Cloud, Zendesk, and Asana. For these products, we can provide you with the following services: 

  • Customization;
  • Development;
  • Integration;
  • Training;
  • License;
  • Support.

Our specialists will help you optimize your IT infrastructure, develop integrations for better system interoperability, and help create completely new structures and processes for your teams, while our support center will provide you with the best customer experience!


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