Zendesk Sunshine is a CRM platform built on Amazon Web Services (AWS) that allows businesses to create connected customer experiences and manage customer data across channels. It provides flexible tools for building custom applications, integrating third-party systems, and consolidating customer records. Zendesk Sunshine is especially suited for organizations looking to centralize customer data while giving teams actionable insights to enhance support, sales, and engagement strategies.

Business use cases

Centralizing Customer Data Across Platforms

Frends can integrate Zendesk Sunshine with CRM systems like Salesforce, HubSpot, or Microsoft Dynamics to create a unified customer profile. For example, customer data such as contact details, purchase history, and preferences from multiple systems can be synchronized into Sunshine, providing service agents and sales teams with a 360-degree view of each customer.

Enhancing Omnichannel Support

Frends can connect Zendesk Sunshine with communication platforms like WhatsApp, Facebook Messenger, or email to enhance omnichannel support. For example, Frends can synchronize customer interactions from these channels into Sunshine, ensuring that agents can handle customer queries in one place without losing context.

Automating Personalized Customer Engagement

Frends can integrate Zendesk Sunshine with marketing automation tools like Marketo, HubSpot, or Mailchimp to deliver personalized interactions. For instance, Frends can push customer segmentation data from Sunshine into marketing platforms, allowing for targeted email campaigns or tailored offers based on a customer's past interactions or preferences.

Streamlining Event-Driven Workflows

Frends can trigger workflows in Zendesk Sunshine based on external events. For example, when an e-commerce system records a delayed order, Frends can create an event in Sunshine and notify customer service agents. This enables proactive support by allowing agents to reach out to affected customers with updates or resolutions.

Enabling Real-Time Data Sync for Inventory Management

Frends can integrate Sunshine with inventory or ERP systems to synchronize product and order data for customer service use. For example, when a customer contacts support regarding product availability, Frends can ensure that real-time inventory data is displayed within Sunshine, enabling service agents to offer immediate and accurate responses.

Providing Advanced Analytics and Insights

Frends can extract customer and interaction data from Zendesk Sunshine and feed it into business intelligence (BI) platforms like Tableau, Power BI, or Google Data Studio for advanced reporting. For instance, businesses can visualize customer trends, behavior patterns, and key metrics such as response times or customer satisfaction scores, driving data-driven decision-making.

Simplifying Customer Feedback Management

Frends can connect Zendesk Sunshine with survey platforms like SurveyMonkey or Qualtrics to streamline feedback collection. For example, after ticket resolution, Frends can trigger customer satisfaction surveys and sync the results back with Sunshine. This allows support teams to analyze feedback directly within the platform for continuous improvement.

Synchronizing Order Management Insights

Frends can link Zendesk Sunshine with e-commerce platforms like Shopify, WooCommerce, or Magento to provide complete order management visibility. For instance, when a customer inquires about an order, Frends can fetch real-time order status, shipping details, or billing questions using Sunshine, consolidating all order-related information into one interface.

Automating Refund and Return Processes

Frends can integrate Zendesk Sunshine with payment gateways such as Stripe or PayPal to facilitate refund processes. For example, when a customer submits a refund request, Frends can synchronize Sunshine with transaction data and initiate the refund process while updating Sunshine records, ensuring consistent and well-documented workflows.

Monitoring and Managing Customer Health Scores

Frends can connect Sunshine with customer success tools to monitor customer health. For example, customer engagement data such as login frequency, product usage, or support interactions can be fed into Sunshine to calculate health scores, enabling proactive retention strategies and renewal campaigns.

Handling System Events with Real-Time Notifications

Frends can automate real-time notifications by linking Zendesk Sunshine with collaboration tools like Slack or Microsoft Teams. For example, when critical events like escalated tickets or high-priority customer inquiries are recorded in Sunshine, Frends can notify specific teams with relevant information, ensuring faster issue resolution.

Managing Data Compliance

Frends can streamline compliance workflows by integrating Zendesk Sunshine with regulatory and archiving systems. For instance, all customer interaction data collected in Sunshine can be automatically archived into storage platforms like AWS S3 or Azure Blob Storage for compliance with GDPR, HIPAA, or other regulatory requirements.

Implementing Custom Workflows for Product Support

Frends can enable tailored product support workflows by integrating Sunshine with IoT devices or monitoring platforms. For example, when an IoT device reports a malfunction, Frends can create a Sunshine event, generate a support ticket, and provide agents with device-specific data, enhancing troubleshooting efficiency.

Supporting Global Multi-Language Operations

Frends can connect Zendesk Sunshine with translation services like Google Translate or Microsoft Translator to enable multi-language support. For example, if customer queries are submitted in different languages, Frends can translate the text dynamically and sync the translated responses back into Sunshine for consistent multilingual support.

Automating Cross-Channel Support Ticket Linking

Frends can integrate Zendesk Sunshine with ticketing systems like Jira or ServiceNow to handle escalations efficiently. For example, when a critical issue escalates from Sunshine, Frends can generate a related Jira issue, synchronize updates, and ensure both systems maintain a consistent record of the incident for better collaboration.