Customer service software company Zendesk has announced the general availability of its comprehensive messaging solution as part of the new Zendesk Suite.
According to the company, the new package adds comprehensive messaging applications to Zendesk’s service capabilities, creating one complete offering that aims to brings simplicity to enterprise software. The messaging tools are designed to give businesses the ability to have quick, convenient and personalized conversations via text, chat, WhatsApp and more.
This offering comes as messaging continues to be a preferred way for businesses, employees and their customers to communicate due to its convenience and personalization.
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Zendesk’s own Customer Experience Trends Report showed a 110% increase in the use of social messaging. In 2020, 64% of customers said they tried to a new way to get in touch with customer service, with messaging and bots in the lead.
Zendesk in November announced an expansion of its CRM solutions that included a partnership with WhatsApp to help companies engage with customers, share information and respond to questions across WhatsApp and Facebook’s other messaging services on Messenger and Instagram.
According to Zendesk, companies can provide these experiences across web, mobile and social channels that work easily out-of-the-box with built-in automation and the power to scale to support modern enterprise needs.
We love that new announcement smell. 🌼 Introducing the new Zendesk Suite with messaging, providing connected conversations across web, mobile, and social channels that work easily out of the box.
👇 Check the thread to start smelling the CX roses. pic.twitter.com/dY2z0bz1Pr
— Zendesk (@Zendesk) February 1, 2021
The messaging solution also brings advanced capabilities like proactive notifications, third-party bots, allowing customers to transact within the conversation when browsing products, reserving seats or making payments.
Zendesk’s messaging solution offers:
- Convenient self-service with built-in automation.
- Complete visibility across channels that allows customer agents and support teams to maintain conversations as customers switch between platforms.
- The ability to engage in both synchronous and asynchronous conversations, or a mix of both.
- The ability to send proactive notifications and allow customers to transact directly in a conversation.
In a statement, Adrian McDermott, president of products at Zendesk, said customers want real-time experiences at a deeper level and quicker pace than ever before.
“Companies cannot take customer loyalty for granted, and using outdated, expensive enterprise software that takes months to get up and running is a thing of the past,” McDermott said. “Businesses need the best possible technology to remain agile and face customers’ ever-evolving needs. Within hours, Zendesk can help businesses deliver great customer experiences, with messaging front and center.”
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