PagerDuty announced PagerDuty for Customer Service to empower front-line customer service agents to solve issues faster and deliver better experiences to their customers.
The solution, which consists of new partnerships and two-way integrations with Zendesk and Salesforce Service Cloud, lets teams proactively share information between the applications they work in, understand and resolve technical issues and work together as a united front supporting customers.
“PagerDuty’s two-way integration with Zendesk solves a significant problem in customer service: information siloed between teams working in different systems,” Zendesk’s VP of Product, Luke Behnke, said. “When teams are able to share information and collaborate, customers get resolutions faster. With this solution, technical teams can see specific context from customer conversations within PagerDuty, such as whether it’s an isolated or widespread issue, without sifting through call logs and emails."
“A large retailer can lose hundreds of thousands of dollars a minute if its website fails in a busy shopping period, so every second counts when resolving issues and communicating with customers,” said PagerDuty’s SVP of Business Development and Corporate Strategy, Jukka Alanen. “PagerDuty acts as the central nervous system for a company’s digital operations, giving teams a single view into how their infrastructure and applications are running. Modern customer service teams play a key role in the customer experience and to improve how they communicate with customers, can now receive real-time updates from technical teams.”
The new solution builds on PagerDuty’s ever-growing digital operations ecosystem, which includes more than 350 integrations with over 200 partners whose products are used by teams including DevOps, ITOps, Security and Customer Service. PagerDuty sits at the heart of this ecosystem, using 10 years of machine and human response data from 12,000 customers to provide visibility, intelligence, orchestration and automation across a company’s entire digital operations.
By linking more of these products and teams around PagerDuty’s platform, PagerDuty for Customer Service extends the benefit of real-time digital operations management to more people, giving them the flexibility to do more within the applications they work in.
The Latest
Industry experts offer predictions on how NetOps, Network Performance Management, Network Observability and related technologies will evolve and impact business in 2025 ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 6 covers cloud, the edge and IT outages ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 5 covers user experience, Digital Experience Management (DEM) and the hybrid workforce ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 4 covers logs and Observability data ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 3 covers OpenTelemetry, DevOps and more ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 2 covers AI's impact on Observability, including AI Observability, AI-Powered Observability and AIOps ...
The Holiday Season means it is time for APMdigest's annual list of predictions, covering IT performance topics. Industry experts — from analysts and consultants to the top vendors — offer thoughtful, insightful, and often controversial predictions on how Observability, APM, AIOps and related technologies will evolve and impact business in 2025 ...
Technology leaders will invest in AI-driven customer experience (CX) strategies in the year ahead as they build more dynamic, relevant and meaningful connections with their target audiences ... As AI shifts the CX paradigm from reactive to proactive, tech leaders and their teams will embrace these five AI-driven strategies that will improve customer support and cybersecurity while providing smoother, more reliable service offerings ...
We're at a critical inflection point in the data landscape. In our recent survey of executive leaders in the data space — The State of Data Observability in 2024 — we found that while 92% of organizations now consider data reliability core to their strategy, most still struggle with fundamental visibility challenges ...