Coris is reimagining merchant risk management with smarter data intelligence and more efficient risk decisioning.

Today, we’re excited to introduce our integration with Zendesk. Now, risk teams can initiate Zendesk macros and reach out to merchants directly in the Coris platform. This streamlines merchant follow-ups and potentially shaves off 25-50% of time spent on each manual review.

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The pain of manual communication

We view merchant risk management as a three-part process:

• Acquiring the right data to evaluate merchants holistically, and efficiently analyzing this data for risk insights
• Communicating with merchants to receive additional information or clarification, when the above data doesn’t exist
• Reaching a decision on merchants, and streamlining the execution of those decisions

The first stage of this process takes up the majority of time, and the last stage of the process remains very manual. Our MerchantProfiler product and risk platform were built to address these gaps.

The second stage of the process is equally cumbersome. Risk teams have to navigate multiple tools and browser tabs to reach out to merchants. When a risk agent is handling hundreds of manual reviews, these additional steps can significantly slow down their progress. If the average manual review deep dive takes 20-30 minutes, reaching out to merchants probably takes up to half of that time. 

After streamlining workflows for other parts of the risk management process, we asked ourselves: can we enable a better merchant outreach process for risk teams?

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Reducing time to insights

Our new Zendesk integration enables risk analysts to initiate merchant communications directly inside the Coris platform, reducing time to insights.

Instead of pivoting between tools, risk analysts can initiate Zendesk tickets inside Coris. Here’s how it works:

• When an agent wants to reach out to a merchant for more information, they can simply click on the “send email” button, choose the specific macro they’d like to use, customize the email as needed, and send it
• If the team is using our Stripe Connect or Adyen for Platforms integrations, the merchant’s email address and Zendesk ID will be auto-populated
• The outreach will show up in the risk team’s Zendesk inbox, maintaining an accurate history of communication across tools

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Use cases

Risk teams reach out to merchants throughout the customer journey. Here are two common examples: 

1. Underwriting: If an agent has unanswered questions after reviewing a merchant’s information via MerchantProfiler or Stripe or Adyen, they can send the merchant an email requesting more documentation or information. Many teams have a pre-existing underwriting email macro for this situation
2. Monitoring: Risk management doesn’t stop after a merchant becomes a customer. If an agent notices some anomalies after onboarding, they can reach out and ask for more information. For example, if they notice explosive or abnormal growth in payments volume, they can reach out to the merchant and ask for additional information behind the growth or proof of inventory. 

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Want to learn more?

With this integration, we’re one step closer to becoming the de facto platform for merchant risk management workflows. In  the coming weeks we’ll add to this integration by enabling automated outreach based on certain risk rules and thresholds. We’ll also make it possible to pull incoming tickets from Zendesk into Coris, eliminating the need to switch tools entirely.

Contact us if you’d like to learn more about this integration or request a specific feature.