Getting started with Zendesk Sell

In this article, we touch on some of the most important features in your Sell account that you can explore in your free 14-day trial, or when you are getting started with Sell.

You need admin rights to set up your Sell account.

We'll introduce you to the core Sell concepts and focus on areas of the platform that will most help you to elevate your sales, and improve pipeline and process management.

You can watch an overview video of Zendesk Sell here: Introduction to Sell.

This article contains the following topics:

• Lesson 1: Getting around in Sell
• Lesson 2: Adding data
• Lesson 3: Connecting your email
• Lesson 4: Creating a smart list
• Lesson 5: Configuring your sales pipeline
• Lesson 6: Inviting your team
• Lesson 7: Using the mobile app
• Lesson 8: Integrating Zendesk Support with Sell
• Lesson 9: Start selling with Sell
• Additional resources

Lesson 1: Getting around in Sell

The main areas of Sell are displayed along the sidebar on your Sell home page. As an admin, you'll also use the Settings page to work with your Sell infrastructure.

Sidebar features

The following table gives an overview of each of the pages that you can access from your sidebar.

Icon	Name	Description
	Dashboard	Summary information page with most recent account activity, snapshot of your sales pipeline and key deals, and items that need your attention such as tasks and upcoming appointments.
	Leads	Pre-qualified sales opportunities that still need to be nurtured. You'll work with a lead until there's a qualifying event, such as scheduling a first appointment, which indicates that the lead is ready to be converted into a contact (a qualified, legitimate prospect).
	Contacts	Contacts are already qualified people or companies who you're selling to. They are your prospects and your customers. In Sell, Prospects are contacts with active deals associated with them. Customers are contacts with won deals associated with them.
	Deals	Deals include all details about a sale that you'll manage with each person or company you're selling to. Deals are the same as opportunities in other systems, containing key information about every sale (such as the deal value, and the estimated close date).
	Calendar	Your calendar holds all your appointments and tasks. You can schedule appointments with a single click on the calendar, and an invitation will be sent to the lead or contact. Drag and drop an existing appointment to reschedule it.
	Tasks	Assign tasks and manage other user's tasks using filters such as due date.
	Communications	Manage your emails, calls, and text messages with leads and contacts from the communication center.
	Reports	Pre-built reports are ready for you to use. For more customizable reporting, see Creating and using smart lists.
	Settings	Administrators manage all the account preferences and configurations in Settings.
	Notifications	Access the notification center to view web alerts and to understand when action items need your attention.
	Quick Dial	Directly call anyone in your address book.
	Zendesk Products	Switch between your Zendesk products.

Lesson 2: Adding data

To know where to start when it comes to adding your data, it's important to understand the difference between leads, contacts, and deals in Sell. There are several ways to add your data (see Bringing leads into Sell from different sources), for example, you can:

• Import data in bulk using a CSV (Comma Separated Values) file
• Manually add leads or contacts
• Sync contacts directly from integrations such as Google or LinkedIn
• Use the lead capture form from your website to add new leads automatically
• Try the Reach add-on, Zendesk's built-in prospecting and enrichment tool
• Use the Zendesk Sell REST API for automation

Lesson 3: Connecting your email

Integrating your business email with Sell provides a rich set of sales-specific email capabilities that make outreach and follow-ups easier in sales.

After you sync your email, you can:

• View the number of times a lead or prospect has opened your email
• Include a link in your email and see the number of times it's been clicked on
• Get notified with an alert as soon as your email is first viewed
• Use Smart Lists to get dynamic email reports, for example, filtering by days since last communication, emails without a lead response, or last outgoing email
• Identify at-risk deals with email sentiment analysis
• Send personalized, targeted bulk emails

You can sync the email conversations with your leads and contacts in your Sell account inSettings > Communication Channels > Email (see Integrating email with Zendesk Sell).

Lesson 4: Creating a smart list

Smart lists enable you to see different groups of leads, contacts, and deals, on a granular level. Which means you can manage multiple leads or contacts at once. A smart list is similar to a powerful Excel spreadsheet, but one that's designed specifically for sales.

Smart lists also enable you to take action on lists so that you can work with numerous prospects or customers at once. These are called bulk actions. Popular bulk actions include:

• Adding to a call list
• Sending a bulk email
• Applying tags
• Changing ownership
• Merging records

• Integrating an application, such as MailChimp

You can create smart lists in Leads, Contacts, or Deals, through the Working Center view.

See the smart list video and instructions for creating and using smart lists.

Lesson 5: Configuring your sales pipeline

Configure your sales process in Sell by setting up your sales pipeline.

The sales pipeline is available from the Deals page, which you can configure inSettings > Customize > Sales Pipelines.

Manage your sales process in pipeline stages that define your typical deal milestones. These stages help to organize and categorize your opportunities based on the progress you've made with each opportunity, and also have a direct impact on sales forecasting.

If you're unsure how to breakdown your sales process into pipeline stages, start by walking through your sales process from start to finish (see Adding stages to your sales pipeline). Here are a few considerations to help you:

• How and where do you get leads?
• Who's the first person to engage with a new lead?
• Does anything need to happen before this initial outreach?
• After that initial contact with a prospect, what happens next?
• Does a prospect work with multiple sales reps before becoming a customer? When does this pass-off occur?
• Determine any qualifying event that indicates a prospect has legitimate interest or is a good fit for the product or service you're selling
• At what point do you or your reps have enough information to produce a quote?

Lesson 6: Inviting your team

You can invite other users to join Sell when you're happy that your Sell account has a solid foundation. Consider the roles that your users will have in your Sell organization (see Understanding access level and privileges in Sell).

You can add new users from Settings > Manage > Users.

You need to have enough seats on your account to add new users (see Adding and removing Sell licenses and Adding a user in Sell).

Lesson 7: Using the mobile app

The Zendesk Sell mobile app for iOS and Android helps sales professionals to sell from anywhere. The app provides powerful selling capabilities alongside an intuitive interface, making Sell a great mobile sales solution, especially for field reps and outside sales teams.

Features include:

• Visit tracking to find nearby prospects or customers and log in-person visits.
• Geo-verification, so each time you log a visit from the Sell mobile app, you can use geolocation to verify if the lead or contact's address stored in Sell matches the location of the user.
• Calling from anywhere thanks to automatic call logging and outcome tracking.
• Offline access, so you can access all your data when ever you need it offline. Then as soon as you reconnect, your activity will automatically sync back to Sell.
• On-the-go reporting - From pipeline analysis, to forecasting reports, the Sell mobile app provides visibility into your sales without tying you to your desk.
• Real-time notifications, enabling you to receive instant alerts on your mobile device.
• Telephony integrations - use the Sell Android integration to sync calls and text messages from your call and text logs directly into Sell. You can also see conversations recorded against corresponding leads and contacts that helps you to see your timeline of interactions.
• Proximity filtering to identify prospects or customers close to your location

Download the Sell mobile app and see the video for more information.

Lesson 8: Integrating Zendesk Support with Sell

Connecting your Zendesk Sell and Zendesk Support accounts enables you to create an integrated view of your prospects and customers, because sales reps can view support tickets directly from Sell. Opportunities are never missed because Support agents can also create new Sell leads directly from support tickets, view key sales details from Sell, and even notify sales reps about their prospects.

To use the integration, you'll need both a Zendesk Sell and Zendesk Support account.

You can connect your accounts from Settings > Integrations > Integrations. See the video and instructions for working with Sell apps and integrations.

Lesson 9: Start selling with Sell

Now that your Sell account is up and running, as a sales rep you can start closing some deals.

• You or your admin should already have imported leads and contacts into Sell, which you can now check in Leads and Contacts. You can also add leads and contacts yourself (see Bringing leads into Sell from different sources).
• As the sales process with a lead progresses to the next stage after you've contacted them, you can think about converting a lead to a contact and an associated deal.
• Log your calls and track visits to leads and contacts, from your laptop or phone.
• Leave notes when you've made contact, or as the deal progresses, to get a full picture of the contact history.
• Win that deal!

Additional resources

Use these additional resources to help you get started with Sell.

• Videos:
  • Introduction to Sell
  • Sell Basics
  • How to use Smart Lists
  • Sell mobile app
  • Integrating Sell and Support
• Attend a webinar: Join us for an Introduction to Zendesk Sell demo with live Q&A.
• Talk to sales: Connect with our sales team to better determine if Zendesk Sell is a good fit for you and your team.
• Check out our blog: Learn about the latest features in Zendesk Sell, tips for being a better sales professional, and thought leadership.
• Sign up for a free trial: Try out Sell features.