Zendesk Offers Instagram Messaging for Businesses
October 19 2020 - 4:32PM
Business Wire
Businesses Can Now Handle Instagram Messaging
Requests at Scale with Zendesk
Zendesk, Inc. (NYSE: ZEN) today announced the addition of
Instagram messaging to its customer support offering. This means
businesses can now provide customer service on Instagram from
directly within Zendesk. As a leader in messaging for customer
service, this aligns with the company’s continued investment in new
social messaging channels and a new, modern workspace for
businesses to connect, engage and transact with customers.
The Messenger API for Instagram offers support for businesses to
efficiently manage customer service inquiries that come over
Instagram messaging. With this API, companies can have rich,
seamless conversations with customers who respond to stories, start
DMs, and more. For example:
- A retail company that receives a direct message from a customer
about the status of their order can reply to the customer quickly
with accurate information about the shipment directly from
Zendesk.
- A customer who is scrolling through Instagram and watches a
brand’s Story promoting a holiday sale can immediately message them
for more information. The customer could then receive a
personalized response from an agent, whether it be a promo code,
website link or shipping information that will remain in the
conversation history for when a purchase is made. This eliminates
the need to switch to another support channel such as phone or
email.
Zendesk makes it even easier for businesses to get up and
running on Instagram quickly by integrating this API directly into
the Zendesk platform. At launch*, customers will be able to access
these capabilities from right inside the agent workspace, and also
be able to turn on Instagram for other software built with
Zendesk.
From February to August of this year, customer service inquiries
through channels such as WhatsApp, Facebook Messenger, Twitter DMs,
and SMS rose nearly 50 percent. Also, according to Zendesk’s yearly
Benchmark report, messaging apps have the highest customer
satisfaction rating of any channel, with a CSAT of 98%. With over
one billion active monthly users, Instagram is an important channel
for businesses to add to the mix.
“At Zendesk, we work to make it easy for brands to communicate
with customers across any channel, and social media is quickly
becoming the preference. All social messaging conversations can
easily flow into one place inside Zendesk,” said Mike Gozzo, VP of
Product, Zendesk. “With its tremendous popularity, Instagram is a
key addition so businesses can serve customers who reach out on
Instagram in a more timely, consistent and personal manner.”
“We are thrilled Zendesk is launching support for Instagram
messaging. Businesses and people are messaging with each other more
than ever, and Instagram is a critical platform to connect with
customers and build relationships,” said Konstantinos
Papamiltiadis, VP of Platform Partnerships at Messenger. “Messenger
API support for Instagram means businesses and developers can now
manage their customer communications on Instagram at scale.”
*This capability is currently available to a limited number of
customers in early access, more details on broader availability to
come in 2021.
To learn more about Zendesk and Sunshine Conversations visit
zendesk.com/conversations.
About Zendesk
Zendesk is a service-first CRM company that builds support,
sales, and customer engagement software designed to foster better
customer relationships. From large enterprises to startups, we
believe that powerful, innovative customer experiences should be
within reach for every company, no matter the size, industry or
ambition. Zendesk serves more than 160,000 customers across a
multitude of industries in over 30 languages. Zendesk is
headquartered in San Francisco, and operates offices worldwide.
Learn more at www.zendesk.com.
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Media Contact: Kaylee Hill press@zendesk.com
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