Connect the Right Teams and Work Together to Quickly Resolve Customer Issues

At PagerDuty Summit 2019, the company introduced PagerDuty for Customer Service, a solution designed to enhance collaboration between customer service teams and engineering or IT departments, thereby improving customer experience and retention. The initiative includes new integrations with Zendesk and Salesforce Service Cloud, allowing real-time information sharing and providing a comprehensive view of incidents across organizations. This integration enables customer service teams to quickly resolve issues by identifying whether they are isolated incidents or part of a broader problem, thus reducing customer call times and enhancing satisfaction. By uniting previously siloed teams, PagerDuty for Customer Service allows for improved incident management, faster ticket resolution through automation, and live call routing to on-call staff, ultimately helping organizations deliver timely and accurate solutions to customer problems.