Engage software customers across channels.
Continue their questions in Zendesk.
Already using Zendesk? Add targeted messaging campaigns across supported channels with CXBOX HUB. Share getting-started guidance, announce relevant features and configure follow-ups around the channels your customers use.
Connect outreach with your existing Zendesk support process so your team can continue when customers reply.
For software and SaaS customer service, customer success and customer marketing teams. Developed by DEMETER ICT.
Proactive messaging around
the support workspace you know.
CXBOX HUB extends Zendesk with targeted messaging campaigns across supported channels, tracked-link follow-ups and inactivity-based re-engagement. For software and SaaS teams, it connects outreach with Zendesk customer service. Choose a channel and workflow that fit your audience, available data and service process.
Build on Zendesk.
Add engagement capabilities around your existing support operation.
Reduce repeated outreach.
Prepare campaigns and configure a defined next message instead of sending every follow-up manually.
Give replies a clear owner.
Agree how campaign replies reach support and who continues the conversation.
Choose the channel your customers use.
Plan outreach and conversations across WhatsApp, LINE, Facebook Messenger, Instagram, X, WeChat, Viber and other connected channels. Confirm which campaign formats, outbound messages and follow-up conditions are supported for your chosen connection.
Start with one suitable channel and workflow, then expand. Each channel has its own messaging rules and capabilities.
Support is organized.
Customer follow-up still takes work.
The same guide, sent again.
Staff repeatedly share getting-started information across individual conversations.
Feature news reaches the wrong audience.
Broad announcements make it harder for customers to find updates relevant to their interests.
Follow-up depends on someone checking.
Teams review campaign clicks and interaction histories by hand before deciding whom to contact.
Help new customers find
their first useful answer.
Select an audience using recorded attributes or a checked imported list. Send an introduction or getting-started guide through CXBOX HUB messaging campaigns.
- Choose the contacts who need the guidance.
- Share a clear guide and a way to ask for help.
- Continue individual questions in Zendesk.
Business value: reduce repeated guide-sharing and make introductory information easier to find.
Customer signup and onboarding status must come from an available data source. Sending immediately after signup requires an appropriate connection.
Share the Reporting update.
Follow the interest customers show.
Choose contacts with a recorded interest in Reporting. Send a feature announcement with an “Explore reporting” link. When a recipient clicks that designated tracked link, a click-based automation workflow sends the related Reporting guide according to your settings.
1. Send the Reporting campaign.
2. Customer clicks the tracked link.
3. Send the configured Reporting guide.
Business value: make the next message relevant while reducing manual click checks and follow-up.
The tracked campaign-link click is the trigger. An initial inquiry does not trigger this workflow, and a click does not prove feature use or activation.
A feature announcement
can start a support conversation.
A recipient replies: “Can you help me understand this reporting feature?” Continue through your configured Zendesk support workflow, with team and agent assignment handled in Zendesk.
Business value: give customers a clear way to ask questions and reduce manual coordination between outreach and support.
Use Switchboard conversation handoff where conversation control needs to move between HUB, a bot or another conversation system and Zendesk. Ordinary inquiries already reaching Zendesk can follow your existing process.
When messaging goes quiet,
offer a relevant way back.
Configure a condition such as “No interaction for 30 days” using supported engagement history. Send a relevant Reporting guide campaign to contacts selected from available recorded attributes with inactivity-based automation.
Business value: create another opportunity for a conversation without reviewing every contact history manually.
No messaging interaction does not mean no login, no product use or likely cancellation. Product usage and subscription status require their own data source and connection.
Which customer follow-up
still depends on manual work?
Bring us one recurring task, your audience data and your current reply process. We will help assess a practical starting scope.
Add engagement without
rebuilding your service operation.
CXBOX HUB: outreach.
Use targeted campaigns and configured automation around a clearly selected audience. HUB is available on Zendesk Marketplace.
Zendesk: service.
Continue customer questions through your Zendesk service process, with ownership and assignment handled there.
DEMETER: delivery.
Align data, channels and team responsibilities through CX process design and Zendesk implementation services.
Measure the benefit: compare manual preparation and follow-up time, available campaign clicks and replies, and time spent handing conversations to support. Evaluate activation, renewal or revenue outcomes only when the necessary data is available.
A focused rollout for your SaaS team.
1. Choose one task.
Pick a getting-started guide, Reporting announcement or messaging re-engagement campaign.
2. Configure and test.
Confirm audience records, supported channels, messages, tracking and how replies reach Zendesk.
3. Review and improve.
Review the workload and available engagement signals before adding more audiences or workflows.
Need product or subscription data in the workflow?
Signup events, trial status, in-app usage, renewals and subscription changes require relevant source data and an appropriate connection. Review integration requirements before confirming the scope.
Still considering Zendesk? DEMETER can plan your customer journey and Zendesk implementation alongside the engagement workflow.
Customer engagement with Zendesk: FAQs
What does CXBOX HUB add to Zendesk for software and SaaS teams?
CXBOX HUB adds targeted messaging campaigns, configured follow-ups after tracked campaign-link clicks and inactivity-based re-engagement. It connects outreach with your configured Zendesk service process.
Can we send getting-started guidance to new customers?
Yes, using a selected audience based on available recorded data or a checked imported list. Identifying new signups and triggering messages immediately after registration require the appropriate source data and connection.
Which channels can we use for feature campaigns and follow-ups?
CXBOX HUB connects with channels including WhatsApp, LINE, Facebook Messenger, Instagram, X, WeChat and Viber. Supported campaign formats, outbound permissions, tracking and automation data vary by channel and connection. A connected messaging channel does not necessarily support unrestricted broadcasts. Confirm the campaign and reply workflow for each channel before launch.
What triggers the Reporting guide follow-up?
A recipient clicks the designated tracked “Explore reporting” campaign link. The configured workflow then sends the related guide. An initial inquiry alone is not the trigger, and a click does not confirm feature activation.
Does inactivity mean the customer has stopped using our software?
No. This workflow uses supported messaging interaction or engagement data. Login activity, feature usage and subscription status are separate information that needs its own source and connection.
Does every reply need Switchboard?
No. Direct inquiries already reaching Zendesk can use your existing process. Switchboard is relevant where configured conversation-control handoff is needed between systems. Team and agent assignment stays in Zendesk.
How should we evaluate the scope and cost?
Choose one repetitive outreach task and review its audience data, channel and service handoff. Compare CXBOX HUB plans and pricing with the configuration and implementation work required. Measure manual effort and available campaign engagement before expanding.
Make the next customer
follow-up easier to manage.
Tell us what you send today, which customers should receive it and where their questions go. We will help assess a Zendesk + CXBOX HUB workflow for your software business.
Explore CXBOX HUB or discuss Zendesk implementation and configuration with DEMETER ICT.
