Customer Support

Deliver world-class customer support with flexible automation

Enhance support with AI, track churn risks, and easily route and prioritize tickets.

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Productive reps, faster ticket resolution

Give your reps important info from every customer interaction, layered in with AI, so they have the context they need to resolve issues faster.

Unify your customer experience, boost CSAT

Ensure your agents and self-serve systems are informed and personalized so you can roll out the red carpet for your customers no matter what channel they come through.

Support that scales

With Zapier, you can create systems tailored to your business—that way, your customer support processes work well now and in the future.

Automation across every touch point

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Comprehensive customer view

More info = better support

Give your team access to customer activity like incidents reported, sales deals, and recent purchases so they have all the info they need.

Resolve issues faster

When reps have all of the account info they need, they can diagnose problems and find solutions faster.

When a deal is created in HubSpot, update the organization in Zendesk to match

When a new customer is created in Help Scout, add all CRM and usage links to their profile

Churn prevention

Turn signals into action

Use Zapier to instantly identify when customers hit churn markers, and notify your team so they can proactively reach out.

Enhance your churn models

Ensure your data is unified, reliable, and up-to-date. That way, you and your team can turn it into insights that give you the best chance of retaining at-risk customers.

When users hit churn markers in Pendo, let teams know in Microsoft Teams

Unify data from Stripe and Heap in Google Sheets to identify trends indicating why accounts don’t renew

AI-assisted support

Take a human-first approach to AI

Lean on AI to help your human support team move faster with suggested responses and ready-to-go solutions. Then, let humans do what they do best: Empathize, get to know the customer, and solve problems.

Get ahead of the curve

Start experimenting with AI for your support teams now, and slowly build it into your processes as you grow and discover new use cases in your workflows.

Use OpenAI to draft a first response in Freshdesk based on the account and ticket details

Use OpenAI to gather and analyze sentiment, then send weekly recaps via Gmail

Ticket routing

Capture every ticket—no matter where it comes from

Keep your first response times low by dynamically pulling all tickets into a single view—whether they come from chat, email, social, or an internal team.

Stay on top of your SLAs

Use powerful routing, prioritization, and cross-platform visibility to make sure your tickets are getting assigned to the right team without slipping through the cracks.

When a user needs support in a Drift chat, pass the details to Zendesk and update the user

When Sales fills out a form via Custom Objects in HubSpot, create a ticket in Help Scout

Performance management

Ensure consistent quality

Easily check that customer interactions meet your standards. Then, provide feedback to your team to help them (and your CSAT) grow.

Spot opportunities for growth

Keep a pulse on important metrics and identify star performance areas of opportunity across teams. Then, share specific metrics with agents and coach their performance.

Create a personal roundup of performance in Google Sheets, then add it to your 1:1 agenda in Asana

Identify calls with low or high CSAT and funnel them to your QA team via Tables for feedback

Readiness and enablement

Educate your team without losing time in queue

Equip your reps to tackle any question that comes their way by surfacing important changes so they can save time and focus on relevant details.

Communicate changes across complex teams

As your company evolves, so will your support processes. Use automation to relay important info and keep lines of communication open—even with distributed or contracted teams.

Create a feed of the most important updates in Slack, and ensure all updates are Support approved via an Interfaces form

Enroll reps in learning modules by team via Lessonly, then export completion info to Airtable

Support and product feedback

Let Support be the voice of the customer

Create workflows so reps and approvers can easily ask questions (and see the response), collaborate on terms, and get approvals seamlessly wherever they work.

Quantify the impact

Quantifying business impact can be one of the most impactful ways to drive action. With better tracking of bug reports and incidents, you can make a case for change and keep your team happy.

Add a form to Jira to keep track of product feedback, record in Airtable, and add to Productboard

Analyze tickets in Intercom for feedback themes using AI, then share weekly via Microsoft Teams

Connect your apps to build an efficient Customer Support Management tech stack

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With Zapier, Support saved time and created a feedback loop with Product

"[With automation], Support now has an ongoing feedback loop with the Product team. They convey customer information from the frontlines, which improves the product and provides satisfaction to our customers."

—Kate Riney, Brand Storyteller, Calendly

Read Calendly's story

Get started quickly with these best-practice templates

Create a seamless—and scalable—customer experience

User-friendly platform

A sophisticated but easy-to-use visual editor means your team can get solutions today—without waiting on IT.

Customizable automation

Use tools like Paths, Filters, and Webhooks to build advanced workflows with ease.

Highest security standards

Zapier is SOC 2 compliant and adheres to the strictest security standards—so you know your customer data is safe.

See what automation can do for your Customer Support Management team

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