Experience game-changing customer service!
OpenMethods centralizes your workflows, data, and third-party applications into the Zendesk workspace to deliver best-in-class CX that scales with your organization!
The Challenge:
Bringing contextual relevance across a myriad of applications
To run your business-critical apps and tools smoothly, you require data from different applications, integrations, and sources. However, they lack a crucial feature – the ability to integrate contextual data real-time into Zendesk.
Data Overflow
Apps with niche functionality gather a wide breadth of data that is tedious and cumbersome to sift through during customer interactions.
One Direction Context
The data you need lives in siloed apps and lacks bidirectional transfer to update or improve your Zendesk workflows and customer experience.
Marketplace Apps
Managing multiple marketplace applications can be a significant challenge as it involves handling various contexts, data, integrations, and contracts.
The Solution
OpenMethods with Zendesk!
OpenMethods is not merely an “add-on” to Zendesk. Our partnership with Zendesk is earning us the trust of their enterprise clients with every customer conversation!
Challenges We Solve For Zendesk
Common Challenges & Gaps
The OpenMethods Solution
Workflow Impediments
Agents spend excessive time switching between different screens and applications to gather interaction information.
Unified Workspace
Deliver relevant data directly into the Zendesk desktop without multiple marketplace apps.
Repeated Info
Customers experience frustration when they have to repeat their information because agents do not have context from previous interactions in Zendesk or before reaching Zendesk.
Real-Time Context Transfer
OpenMethods captures IVR, CRM, and interaction history to pre-fill agent screens.
Slow Resolution Times
Manual data entry, extended searches, and disjointed workflows slow resolution times and raise error risks, impacting productivity and service quality.
Automated Data Retrieval
Instantly fetches relevant customer details from integrated systems, reducing AHT.
Manual Navigation
Agents often manually access and navigate customer records, applications, and systems. This process frequently leads to errors and a lack of guidance for achieving optimal outcomes.
Guided Experiences & Context
Real-time recommendations guide agents to resolve issues faster.
Disconnected Systems
The required information for interactions is stored in various legacy systems and external applications, resulting in the need to manage multiple add-ons and rely on manual processes, which increases handling time.
Prebuilt App Connector
Bridges gaps between Zendesk, legacy platforms, and external applications.
Platform Benefits:
years saved in 2024 with OpenMethods facilitating interactions in the CRM.
243+ Years Saved: What Does That Mean?
OpenMethods has helped businesses save over 243 years’ worth of time in 2024 alone by reducing 30 seconds per interaction across 256 million interactions.
🚀 What This Means for Your Business:
✅ Faster Resolutions – Less time spent on manual tasks, more time solving issues.
✅ Increased Productivity – Agents handle more interactions with the same effort.
✅ Improved Customer Satisfaction – Quicker, more seamless experiences lead to happier customers.
With OpenMethods, every second saved scales into massive operational efficiency and cost savings!
%
Faster than traditional API or middleware-based integrations.
50% Faster Deployment: Why It Matters
OpenMethods deploys up to 50% faster than traditional API or middleware-based integrations, reducing setup time and IT workload significantly.
🚀 What This Means for Your Business:
✅ Rapid Time-to-Value – Get up and running in half the time, accelerating ROI.
✅ Minimal IT Effort – No complex coding or heavy system modifications required.
✅ Lower Costs – Reduce development and maintenance expenses associated with custom integrations.
With OpenMethods, you can skip the complexity and start optimizing Zendesk immediately!
%
Reduction in IT & Maintenance Costs : Eliminate the need for custom-built integrations and ongoing maintenance
80% Reduction in IT & Maintenance Costs: Why It Matters
OpenMethods eliminates the need for custom-built integrations and ongoing maintenance, reducing IT workload by up to 80%.
🚀 What This Means for Your Business:
✅ Less IT Overhead – No more costly development resources or ongoing system maintenance.
✅ Faster Implementation – Prebuilt connectors mean seamless integration with Zendesk, with minimal IT intervention.
✅ More Focus on Innovation – Free up IT teams to work on strategic projects rather than troubleshooting integrations.
With OpenMethods, your IT team spends less time fixing issues and more time driving innovation!
Zendesk Benefits:
%
Reduction in customer effort by eliminating repeated CONTEXT.
30% Reduction in Customer Effort: Why It Matters
OpenMethods reduces customer effort by 30% by eliminating the need for repeated explanations and manual data entry.
🚀 What This Means for Your Customers:
✅ No More Repeating Information – Context transfers seamlessly across interactions.
✅ Faster Resolutions – Agents have the right data instantly, reducing back-and-forth.
✅ Smoother, Effortless Experience – Customers get the help they need without frustration.
With OpenMethods, support interactions feel seamless, personalized, and hassle-free!
%
AVG increase in agent efficiency by reducing average handle time (AHT).
10% Increase in Agent Capacity: Why It Matters
OpenMethods enables agents to handle 10% more interactions by streamlining workflows and reducing time spent on repetitive tasks.
🚀 What This Means for Your Business:
✅ More Productivity with the Same Workforce – Agents can assist more customers without increasing headcount.
✅ Reduced Burnout & Stress – Less time wasted on inefficient processes means a better agent experience.
✅ Higher Service Levels – Faster resolutions lead to improved CSAT and NPS scores.
With OpenMethods, your agents can do more with less effort, driving efficiency and satisfaction!
%
improvement in First INTERACTION Resolution by providing agents with real-time customer data at the moment of interaction
15%+ Improvement in First Interaction Resolution: Why It Matters
OpenMethods drives a 15%+ increase in First Interaction Resolution (FIR) by providing agents with real-time customer data the moment an interaction begins.
🚀 What This Means for Your Business:
✅ Fewer Escalations & Callbacks – Agents have all necessary context instantly, reducing the need for follow-ups.
✅ Faster Issue Resolution – With automated data retrieval, agents spend less time searching and more time solving.
✅ Higher CSAT & NPS Scores – Customers get immediate, accurate support without frustration.
With OpenMethods, your agents resolve more issues in a single interaction—boosting efficiency and customer satisfaction!
Curate Customer & Agent Experiences Inside Zendesk
OpenMethods enables the creation of efficient workflows with numerous customization options to provide real-time information directly to Zendesk.
Hundreds of Integrations
Directly connected inside your Zendesk user experience.
Award Winning Innovation & Partnership
OpenMethods’ seamless integration within Zendesk has earned the Zendesk 2024 North American Innovation Partner of the Year award.
Push and pull data between multiple sources
Establish connections to API and data sources and re-use connections anywhere within workflows! There are no limits!
Examples connections:
- Internal CRM Data
- Telephony
- External
- Homegrown
- Third Party
TRIGGER WORKFLOW logic based on events & conditions
Based on an event such as an interaction answered, a ticket created, an interaction escalated, etc.
Access all the CRM fields! Quickly assemble workflows and trigger conditions based on existing fields or events within the CRM.
Save time with context driven automation
There is no need to copy and paste data! Auto-populate fields with the right data, at the right time, for the right interaction.
Modals, Screen Pops, & Real-time Guidance
Choose what data is displayed and how it is displayed – whether it is in a form, a multiple choice flow, an automated workflow, an agent script, or any other method of curating context.
Improve Quality & Compliance
Most integration and apps allow users to bypass important steps vital to compliance or workflow processes. OpenMethods ensures the right information is collected the first time!
Testing Made Easy with the experience simulator
The key is scale, flexibility, and the ability to test your changes and replicate them into your chosen CRM workflows.
Test and Experiment, Segment Changes to single users, multi-users, and profiles before saving to production.
scale & flexibility at your control
Make changes available to any necessary users immediately. Build a flexible and automated experience that can grow and scale with your business demands, seasons, and peaks.
See OpenMethods In Action
Check out these videos to see how OpenMethods enhances experiences for both customers and agents within Zendesk. These are just a few examples of the many innovative ways to streamline workflows while keeping Zendesk at the center.
What We Offer : Seamless Integration, Smarter Experiences For Zendesk
Zendesk powers your customer interactions, but gaps between systems can slow teams down. OpenMethods bridges those gaps by unifying applications into a seamless Zendesk experience, delivering real-time automation, guided workflows, and secure data access—all within Zendesk—to streamline processes and enhance both customer and agent experiences.
Seamless Automation
Simplify complex tasks and reduce manual effort with real-time automation that enhances efficiency, reduces errors, and drives consistent productivity.
Unified CRM Experience
Boost agent engagement in Zendesk with a seamless, unified interface that minimizes toggling and maximizes your team’s ability to work more efficiently.
Configured Outcomes
Tailor workflows, processes, and automations to meet your unique business goals, ensuring consistent and measurable results across every interaction.
User Centric Experiences
Empower agents with intuitive, easy-to-use tools designed to reduce friction, enhance efficiency, and deliver exceptional customer service with every touchpoint.
WorldClass Support
Rely on expert support from a dedicated team that understands the CRM, contact center, and business needs and is committed to helping you achieve long-term success.
THE DATA YOU NEED
Gain real-time access to critical data from across systems, enabling agents to make informed decisions and deliver personalized experiences effortlessly inside the Zendesk.
QUICK IDENTIFY GAPS
Detect workflow inefficiencies with powerful insights and experience simulations, allowing your team to optimize processes and improve performance continuously.
Award Winning quality
Trusted by leading global brands and recognized for innovation, OpenMethods delivers enterprise-grade solutions with proven excellence in service and performance.
hundreds of integrations
Seamlessly connect with hundreds of applications and platforms, ensuring your systems work together smoothly to support your evolving business & workflow needs.
Frequently Asked Questions
What is OpenMethods, and how does it work?
OpenMethods is a seamless integration platform that connects your Zendesk environment with telephony and third-party applications, eliminating system silos. It streamlines agent workflows, reduces handle times, and enhances both customer and agent experiences..
Can OpenMethods Automate Workflows Like an iPaaS?
OpenMethods automates workflows but isn’t an iPaaS. It focuses on contact center automation, enabling real-time CRM integrations, guided agent interactions, and workflow triggers without complex backend development. Its priority is enhancing agent efficiency and customer experience over general system connectivity.
What are the main benefits of using OpenMethods within the CRM?
- Eliminates app-switching for agents, improving efficiency.
- Reduces average handle time (AHT) by automating key workflows.
- Provides real-time access to customer data across systems.
- Enhances agent experience with guided interactions and automation.
Can OpenMethods integrate with other applications beyond Zendesk?
Yes! OpenMethods supports hundreds of integrations with telephony providers, AI tools, analytics platforms, and third-party business applications—ensuring your contact center ecosystem is fully connected.
Is OpenMethods secure and compliant?
Absolutely. OpenMethods follows strict security and compliance standards, ensuring that data access and workflows meet enterprise-grade security requirements for industries like finance, healthcare, and retail.
How does OpenMethods integrate with Zendesk?
OpenMethods provides exclusive, deep integrations that embed directly within Zendesk. Unlike generic connectors, our platform ensures real-time automation, guided agent workflows, and data accessibility—all within the Zendesk interface.
IS OPENMETHODS AN IPAAS PLATFROM?
No, OpenMethods is not an iPaaS. iPaaS solutions provide broad, cloud-based integration for various applications and data sources. OpenMethods, on the other hand, focuses on real-time CX integration, streamlining workflows between CRMs and contact center applications without complex development.
Does OpenMethods require additional software or development work?
No. OpenMethods is designed for quick deployment and integrates natively into Zendesk without requiring custom development. Our low-code/no-code environment allows for easy configuration.
How does OpenMethods improve agent productivity & net promoter scores?
By consolidating multiple applications into one intuitive Zendesk experience, OpenMethods helps agents find information faster, reduce clicks, automate workflows, and eliminate redundant tasks—leading to faster resolutions and improved customer satisfaction.
.
How can I get a demo of OpenMethods?
You can request a personalized demo by connecting with our team here. We’d be happy to show you how OpenMethods can transform your customer and agent experiences!