Personalize Contact Center Interactions
Enrich your contact center with data to drive personalization and CLTV.
Give your customer service representatives the engagement data they need to deliver 1:1 personalized customer support that drives purchases, reduces churn, and increases customer satisfaction.
Connect customer service to first-party data to deliver 1:1 personalized engagements and higher CSAT
Contact centers remain a source of stress for the modern customer, often providing disconnected experiences worlds apart from the personalized engagements customers have grown to expect. SAP Emarsys consolidates your customer, sales, and product data into actionable AI-powered insights, empowering support teams to deliver a 1:1 personalized service that reduces churn, maximizes customer lifetime value and drives profitable growth.
Easily integrate your contact center with your current marketing mix
Deliver hyper-relevant customer support
Gain insights into buyer status, spending and predicted turnover
Reduce browse abandonment and drive sales revenue
Connect customer service to first-party data
Give your customer service reps information they need to provide seamless service. Automatically process, consolidate, and validate your product, sales, and customer data into a single source of actionable insights that reps can use within Zendesk to deliver a smarter, more personalized, positive customer experience.
Turn support tickets into sales with dynamic segmentation
Put the data from your customer service interactions to work. By passing customer service data from Zendesk into the SAP Emarsys platform, you can segment your customers, giving your marketing teams the insights they need to create personalized engagements.
“It was life-changing for our team. Now, we’ve expanded significantly and handled a multitude of requests from global customers.”
Access powerful customer service tools with our partner integrations
Upgrade your contact center capabilities and customize the SAP Emarsys platform to meet your unique needs with our key technology partner integrations. Launch live chat on your store, communicate with customers on social media, and deliver exceptional service experiences which build relationships that last.
Explore SAP Emarsys features, use cases + more
Continue the conversation with omnichannel marketing automations
Engage your customers beyond customer service contact with easy-to-implement AI-powered omnichannel marketing automations. Leverage out-of-the-box Tactics such as Post-Purchase Feedback to automatically enroll customers into automated journeys that improve CSAT, reduce churn, drive repeat purchases and increase loyalty.
Grow loyalty and improve CX with 1:1 personalized customer service
Use your data to improve customer satisfaction. From return rate and past purchases to email engagement and predicted spend, give your support teams the insights they need to provide 1:1 personalized customer service. Drive revenue during support interactions with personalized cross-sells and upsells, powered by dynamic product recommendations.
Equip agents with pre-built marketing email templates
Drive growth by integrating SAP Account Engagement with the SAP Emarsys Customer Engagement Platform. Make winning new customers and nurturing existing relationships easy for your agents with pre-built marketing email templates that take the time out of key business processes.
“Relevancy is a big key [to creating successful customer journeys], and using the tools that we have at our disposal within SAP Emarsys. There is a wealth of [segmentation and automation]. You’re able to test and learn very quickly with SAP Emarsys.”
Track the revenue impact of your customer service interactions
Establish customer service as a profit center with integrated insights and analytics. Track the revenue impact of customer service interactions and automations triggered from support tickets within the SAP Emarsys Strategic Dashboard. Break down performance to individual programs and track revenue, revenue impact percentage, purchases, and average order value.
Learn more about how contact center fits into our wider customer engagement platform
Discover more
AI Marketing
Access AI powered processes, tools and product features that allow you to predict, automate, and personalize every customer interaction.
Personalization
Enrich customer data and segments with AI-driven insights and turn insights into action by personalizing across all of your channels.
Customer Data
Bring together multiple data sources in your business and activate them across all channels – personalizing every interaction.
Marketing Automation
Execute simple, single-channel campaigns or create sophisticated, cross-channel journeys at scale.
Omnichannel Marketing
Deliver consistent, relevant messaging across email, web, mobile, ads, and more — engaging customers wherever they are.
Customer Loyalty
Actively engage customers and build brand loyalty across every customer interaction with SAP Emarsys’ native loyalty solution.
Strategies and Tactics
Execute your strategy with pre-built tactics – best practice, fully customizable journeys built within the platform — that are ready to deploy.
Reporting and Analytics
Use AI to predict campaign performance, measure customer outcomes, and optimize to maximize engagement across channels.
Technology Integrations
See how SAP Emarsys connects with Technology and Expert Solutions Partners to unlock additional revenue streams, scalability and innovation.
Frequently Asked Questions
Contact center automation reduces wait times and enables agents to deliver more relevant, data-driven solutions. With access to comprehensive customer insights, agents can resolve issues faster, offer personalized product recommendations, and proactively address customer needs, ultimately increasing CSAT scores and loyalty.
By surfacing predictive data like customer lifecycle status, average future spend, and abandoned cart details, agents can identify upsell and cross-sell opportunities during support calls. Personalized recommendations powered by SAP Emarsys help convert service interactions into revenue-generating engagements.
Contact center automation in SAP Emarsys gives both marketers and customer service teams access to key insights and connects marketing and service workflows, enabling both teams to deliver consistent and personalized experiences that improve customer satisfaction. Support agents get access to key data from customer profiles like past purchases, open orders, spend and engagement history to inform support conversations. Meanwhile, marketers get insight into customer service cases and interactions to better inform appropriate marketing touchpoints and follow ups.
SAP Emarsys integrates with applications like SAP Service Cloud, Zendesk, and Gorgias to unlock cross-functional data and insights that empower both support and marketing teams. Support teams can leverage AI-powered insights and first-party customer engagement data to drive more tailored service interactions. Marketers get access to service case data to better target customers, whether that's supressing them from marketing or following up to on closed tickets with loyalty-building engagements. Plus, integrations like Sinch Contact Pro enable seamless handoff from support chatbots to human agents. This allows marketing and service workflows to shift naturally, while maintaining coordinated, consistent, and personalized engagements that boost customer satisfaction and loyalty.
The Zendesk Emarsys add-on includes widgets such as Account Info, Spending Info, Email History, Predict widgets (Last Session, Last Purchase, Last Abandoned, Recommended), and Trigger External Events. These widgets provide agents with actionable customer data to enhance personalization and drive revenue during support interactions.
Yes, agents can trigger external events directly from the Zendesk interface using the Trigger External Events widget. This allows customer service to initiate personalized marketing actions or transactional processes in real-time, further enhancing the customer experience.
Absolutely. Admins can fully customize widget properties, titles, visibility, and behavior. Categories can also be organized to match agent workflows, ensuring that the most relevant customer data is always easily accessible, enhancing agent efficiency and customer service outcomes.