Zendesk is exiting the sales CRM business, closing down its Sell product on August 31, 2027.<\/p>\n
Customers will continue to have full access to the Sell product until the shutdown date.<\/p>\n
As Zendesk noted in a web post, the move will help channel all its attention toward transforming the customer service stack.<\/p>\n
\u201cThis change allows us to focus even more deeply on what we do best – helping businesses like yours deliver exceptional customer and employee service,” noted Jennifer Chang, VP of Product Development Program Management and Operations at Zendesk<\/strong>.<\/p>\n By concentrating our efforts on service, we can move faster, innovate more boldly with AI, and build solutions that make a bigger impact for your teams and your customers.<\/p><\/blockquote>\n To help customers make the transition, Zendesk has set up a native integration with the Pipedrive sales CRM so they can export their data from Sell.<\/p>\n Similarly to Zendesk Sell, the sales force automation solution helps customers visualize their pipeline, manage leads, and automate the sales process, while generating reports with AI in a single workspace.<\/p>\n Zendesk has a massive global user base that leverages its customer service CRM. But until recent years, it struggled to answer: what’s next?<\/p>\n In 2018, it expanded into providing a broader CRM platform by releasing Zendesk Sell, but never went all-in to channel Salesforce, Microsoft Dynamics, and others across all CX functions.<\/p>\n From there, it moved to acquire SurveyMonkey to expand into voice of the customer (VoC) solutions, but the deal ultimately broke down.<\/p>\n Shortly after, it went private and brought in former Genesys President Tom Eggemeier as CEO.<\/p>\n He then pulled Zendesk back to what it does best: customer service.<\/p>\n With now almost as many people who had been Genesys execs on its board as Genesys, it has since bought a cloud contact center platform<\/a>, expanded into workforce engagement management<\/a> (WEM), and launched its Resolution platform<\/a>.<\/p>\n Eggemeier shared his vision for the future of customer service in a recent interview with CX Today.<\/p>\nZendesk Is Primed to Go All In on Customer Service<\/h2>\n
How Zendesk Is Reimagining Customer Service Experiences<\/h2>\n