The following eight part series introduces you to the core Sell concepts, focusing on areas of the platform that will help you most to elevate your sales, and improve pipeline and process management. Each part contains a comprehensive playlist of articles if you want to dive deeper in a particular focus area.
This article covers the following topics:
- Part 1: Navigating Sell
- Part 2: Setting up
- Part 3: Connecting your email and calendar
- Part 4: Adding data
- Part 5: Configuring your sales pipeline
- Part 6: Start selling with Sell
- Part 7: Getting mobile with Sell
- Part 8: Integrating Zendesk Support with Sell
- Part 9: Integrating Chat with Sell
- Further resources
Part 1: Navigating Sell
You can find the main areas of Sell on the sidebar of your Sell home page. As an admin, you'll use the Settings page to work with your Sell infrastructure.
Overview of the Sell sidebar
The following table provides a greater understanding of each of the pages that you can access from your sidebar.
|Dashboard||Summary information page of the most recent account activity, a 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. In Sell they're your prospects and your customers.
|Deals||Deals include all of the 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 of your appointments and tasks. With a single click on the calendar you can schedule an appointment, and an invitation is 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.|
Understanding the basics
When does a lead become a deal? Use the following playlist to understand the difference between leads, contacts, and deals. Using Zendesk Sell, you can match and build on your sales processes to improve your current workflow and deal closure rate.
Use this playlist to familiarize yourself with the basics of Sell
- Navigating Zendesk Sell
- Sell terminology
- Reflecting your sales processes in Zendesk Sell
- Understanding leads, contacts, and deals in Sell
Learn more about navigating Sell by defining leads, contacts, and deals (3:31)
Part 2: Setting up
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 levels and privileges in Sell), then add custom fields that will help create a good workflow for those roles.
Adding your team
Collaborate with your team or your colleagues when working on leads or deals. You can also collaborate with your deal contacts.
Use this playlist to start collaborating
- Adding a user in Sell
- Adding a collaborator to work with a lead, contact, or deal
- Using @mentions for collaborative selling
- Setting up a client space to collaborate with your deal contacts
Adding users (1:30)
Adding custom fields
Tailor the work space for your sales reps by creating custom fields for information that's relevant to the deal, the sales rep, and your organization. You can bring custom fields into Sell when you import your records. You can also create custom fields or data points that are important to your organization, and make them mandatory if required.
Use this playlist to add, create, and manage custom fields
- About tags and custom fields in Sell
- Creating and managing custom fields in Sell
- Managing custom fields for leads, contacts, and deals
Learn more about setting up custom fields (2:11)
Part 3: Connecting your email and calendar
Connect your email account so nothing gets lost and your emails sync with Sell. Also learn how to avoid having your emails flagged as spam. When you connect your calendar to Sell, you can also update attendees on the fly if you happen to be running late, so now you'll never miss an appointment.
Integrating 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
Use this playlist to get your emails out there and read
Integrating your calendar
Connect your calendar to Sell so you can see all your appointments in Sell, and log them against your prospect or customer records.
Use this playlist to integrate your calendar
- About the Sell calendar, appointments, and tasks
- Connect your calendar:
- Google calendar Connecting your Google Calendar with Sell
- Apple calendar Syncing your Apple Calendar appointments to Sell via Google or Microsoft exchange
- Microsoft Exchange calendar Connecting your Exchange calendar with Sell
Note: As of 12 April, 2022, Zendesk no longer supports contact synchronization for Microsoft Exchange. This includes ceasing support for Microsoft Exchange calendar syncs for customers using on-premise. However, Zendesk will continue to support calendar syncs for customers using the cloud for Office 365. The (on-premise) Microsoft Exchange calendar feature will be removed on 31 August, 2022.
- Changing the default appointment calendar in Sell
Integrate your calendar (1:14)
Part 4: 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 Sales Engagement Tools (Reach), Zendesk's built-in prospecting and enrichment tool
- Use the Zendesk Sell REST API for automation
Preparing a CSV file and importing leads, contacts, and deals
Whether it’s your data in an Excel file, or an export from a previous system, make sure your file is clean and organized for an easy import. Importing your data into Sell means you can start selling as soon as you’re set up.
Use this playlist to add your data to Sell
- Creating a CSV file to import leads, contacts, or deals
- Importing leads, contacts, and deals using a CSV file
- Batch updating using a CSV file
Learn more about adding data, by using a CSV file to import leads and contacts (2:48)
Part 5: Configuring your sales pipeline
By setting up your sales pipeline, you can configure your sales process in Sell to reflect, or improve, on your current workflow (see Reflecting your sales processes in Zendesk Sell). Creating smart lists is a good way of filtering information so you can easily see what is most important or relevant to you in your role.
Building your sales pipeline
The sales pipeline is available from the Deals page, which you can configure in Settings > 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. This has 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 customize the stages in your pipeline to better reflect your organization’s sales process:
- 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 someone has contacted a prospect, what happens next?
- Do multiple sales reps work with a prospect before they become a customer?
- At what point does a prospect become a customer?
- Determine the qualifying event that indicates a prospect has legitimate interest or is a good fit for the product / service you're selling
- At what point do you or your reps have enough information to produce a quote?
Use this playlist to create your sales pipeline
- Aligning pipeline stages with your sales process
- Adding stages to your deal pipeline
- Customizing your deal pipeline stages
- Sales forecasting your deals
Learn more about building and customizing a sales pipeline (2:54)
Creating smart lists
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 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 (for example, MailChimp)
You can create smart lists in Leads, Contacts, or Deals, through the Working Center view.
Smart lists definitely save you time. You can personalize your view of the lists of your leads, contacts, and deals by sorting, filtering, and saving your data points. Then you can easily access them every time you log in. You can also use time saving actions, such as bulk emailing or building templates for your team directly from your smart list.
Use this playlist to get up and running with smart lists
- How to use smart lists
- Creating and using smart lists
- Filtering your working lists and smart lists
- Using smart lists to batch update and take action on your leads, contacts, and deals
- Viewing your smart lists in Sell
- Viewing and managing your smart lists in the Working Center
Learn more about creating and exporting a smart list (2:14)
Configuring Sales Engagement Tools (Reach) to find, enrich, and engage leads
With Sales Engagement Tools (Reach), reps can create targeted lead lists to discover new opportunities, enrich contact information to connect with the right people, and automate customized email sequences to engage prospects more efficiently. For more information, see Trialing and setting up Sales Engagement Tools (Reach).
Use this playlist to better understand the following features of Sales Engagement Tools (Reach):
- Prospecting - Create targeted lead lists by industry, geography, and more, with instant access to a database of more than 20 million businesses and 395 million prospect records (see Using Sales Engagement Tools (Reach) for prospecting).
- Enrichment - Build fuller profiles of leads or contacts, or replace outdated information with relevant, up-to-date contact information. For more information (see Using Sales Engagement Tools (Reach) for enriching).
- Engagement - Create and automate email sequences to automate personalized outreach. With customized email templates and specific cadences, engage more prospects with less work. For more information, see Setting up email and task sequences in Sell and Sending an email and task sequence to emails and contacts in Sell.
Adding, managing, and forecasting with subscriptions
With the subscriptions feature, managers and sales reps can forecast and gain insight into the monthly recurring revenue (MRR) in the pipeline of a sales rep. You'll see if the subscription has expanded or contracted since the customer's last subscription period, and also see the subscription end date for the current and upcoming monthly recurring revenue of a subscriber.
Use this playlist to add, manage, and forecast with your subscriptions
Part 6: Start selling with Zendesk Sell
Great news, 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 creating an associated deal.
Next, log your calls and track visits to leads and contacts, from your laptop or phone. Remember toleave notes when you've made contact, or as the deal progresses, to get the full picture of a contact's history.
Creating smart lists for deals closing this month
Using Sell Reports, you can view a report containing data on all of the deals that are closing this month by first creating a smart list that contains those deals. You can also see deals that you may have forgotten about or overlooked, and learn how to score leads and deals for a better success rate.
Use this playlist to view your deals data
Dialing using Sell Voice
Use Sell Voice to dial your leads and contacts directly from Sell and automatically record your calls. You can choose a phone number that’s unique to your area, mask your number, and analyze your progress.
Use this playlist to get selling with Sell Voice
- Enabling Sell Voice
- Porting a number to Sell Voice
- Masking numbers in Sell Voice
- Using the Sell Voice reports
Learn more about selling using Sell Voice and text (2:17)
Using Power Dialer for automatic dialing
Improve cold calling productivity and reduce manual work for your sales reps. Using the Sell Power Dialer feature, you can create a call list in your Sell account that automatically dials the numbers of selected leads and contacts.
Use this playlist for automatic dialing
Automating task actions with Task Player
The Task Player automates your task actions into a playlist and provides the context of the task, as well as the lead, contact, or deal related to that task, all in one spot.
Use this playlist to start checking off your tasks
Sales reps can use sequences in Sell to automate the tasks (such as making phone calls) and actions (such as sending emails) that they use to engage prospects and contacts.
Use this playlist to automate your email and task sequences
Part 7: Getting mobile with Sell
Download the Sell mobile app to take Sell with you on the go and in the field, then you can:
- Make and update appointments on the fly and convert leads into deals
- Use Sell's inbuilt Google maps integration to find your appointments and nearby contacts
- Collaborate with others
- Update stages in your sales pipeline, and so much more.
The Zendesk Sell mobile app for Android and iOS helps sales professionals to sell from anywhere at all. 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.
The features of Sell Mobile include:
- Visit tracking - you can find nearby prospects or customers and log in-person visits.
- Geo-verification - 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 - includes automatic call logging and outcome tracking.
- Offline access - so you can access all your data whenever you need it offline. Then as soon as you reconnect, your activity automatically syncs 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 - enables you to receive instant alerts on your mobile device.
- Telephony integrations - use for example, 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
Get started by downloading the Sell mobile app.
Downloading the Sell mobile app for Android
You can download the Zendesk Sell mobile app in the Google Play Store.
Use this playlist to become more mobile on Android
- Signing in to the Sell mobile app
- Importing contacts to Android
- Connecting your email with Android
- Creating filters and lists on Android
- Creating and managing deals with Android
- Managing a lead, contact, or deal on Android
- Using appointments and calendar with Android
- Creating notes with Android
- Adding and managing tasks with Android
- Adding collaborators on Android
- Attaching documents on Android
Downloading the Sell mobile app for iOS
You can download the Zendesk Sell mobile app in the Apple App Store.
Use this playlist to become more mobile on iOS
- Signing in to the Sell mobile app
- Importing contacts into an iPhone
- Connecting your email with iOS
- Creating filters and lists on iOS
- Creating and managing deals with iOS
- Managing a lead, contact, or deal on iOS
- Using appointments and calendar with iOS
- Creating notes with iOS
- Adding and managing tasks with iOS
- Adding collaborators on iOS
- Attaching documents on iOS
Part 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.
Part 9: Integrating Chat with Sell
Configure the Sell-Chat integration to access your Chats in Sell, and to see Sell data from your Chat interface. You'll also be able to see Chat history for your contacts, leads, and deals in the Sell Activity Feed (see Setting up your Zendesk Sell-Chat integration).
Creating workflows in Chat
You can configure Chat in Sell to suit your organization. For example, you can activate routing to specify how incoming chats requests are sent to agents, and manage form settings so visitors can leave a message when the chat is offline, you can also add triggers that act when an event occurs (such as a user visiting a specific page), or you can create shortcuts that an agent can use in place of common greetings.
Use Chat to understand more about your customers by matching chats to existing Sell contacts, and viewing the conversation in the Activity Feed of the lead or contact. Integrating Sell and Chat means you'll also be able to capture new leads from Chat conversations (see Using Chat to improve your sales pipeline).Use this playlist to integrate Chat with Sell:
You've made it to the end of the eight part series of getting started with Sell. If you are keen for more information, these additional resources will help you to get off to a good start with Sell.
- 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.
Now you can go out and win that deal!