Zendesk and WhatsApp Partner to Enable Powerful Conversational Experiences
November 10 2020 - 12:00PM
Business Wire
Chosen as one of WhatsApp’s first core solution
providers, Zendesk will provide enhanced customer conversations on
the WhatsApp messaging service directly within Zendesk
Zendesk continues to pave the way for customers
to deliver their own messaging experiences with new out-of-the-box
offerings
Zendesk, Inc. (NYSE: ZEN) today announced expanded capabilities
to its service-first CRM solutions that help companies provide
real-time support across messaging channels on web, social, and
mobile. A key enabler of these capabilities is a strategic
partnership -- among the first of its kind -- that expands the
current integration with Messenger and empowers companies to
immediately engage with customers, share information, and respond
to questions across all Facebook messaging services including
WhatsApp, Messenger, and Instagram.
As customers rapidly shift to messaging as a primary way to
communicate with friends, family, and businesses, over 34,000
forward-thinking Zendesk customers have already shown strong demand
for Facebook’s messaging channels by adding WhatsApp and/or
Messenger to their support offerings. According to insights from
research by Zendesk and ESG, companies with the best customer
experiences (CX) invest in offering more channels to their
customers, with CX-focused organizations showing they are much more
likely to have embraced messaging apps (89 percent) and social
media (87 percent) than their competitors.
“Businesses today need to meet their customers where they want
to be met -- and that’s increasingly through messaging. More than
175 million people already message a business account on WhatsApp
every day to ask questions and get helpful information, and as more
conversations shift online during the ongoing pandemic, messaging
tools can help businesses of all sizes increase their efficiency
and improve customer satisfaction,” said Matt Idema, Chief
Operating Officer at WhatsApp. “Through this partnership with
Zendesk, we’ll help many more medium-sized businesses get started
using messaging to communicate with their customers in a matter of
minutes and build new features to make WhatsApp the best way to get
business done.”
“There are significant shifts in the ways customers are choosing
to interact with businesses - most notably a 50 percent surge in
usage of messaging channels over the first half of 2020. We are
committed to helping businesses embrace these trends,” said Adrian
McDermott, President of Products, Zendesk. “The new Zendesk
messaging capabilities, automated workflows, and customization
features are helping our customers provide conversational
experiences that flow seamlessly across channels and devices while
remaining engaging, personal, and contextual. Our partnership with
WhatsApp and Facebook, which provides Zendesk customers access to
simple API tools to connect with their customers on WhatsApp,
Messenger, and Instagram, is integral to this evolution.”
The best social messaging experiences start with WhatsApp and
Zendesk
- WhatsApp selected Zendesk as one of its first core solution
providers to facilitate enhanced customer conversations and support
across its messaging service. The partnership enables companies to
easily engage and quickly respond to customers through WhatsApp,
and Facebook’s other messaging services on Messenger and Instagram
as well. These customer engagements can include engaging with
followers, assisting with social commerce transactions, solving
customer service issues, and more.
- Zendesk and WhatsApp will collaborate on the most important
product capabilities, giving customers early access to new
features, such as the workflows allowing businesses to get up and
running on WhatsApp more quickly.
Seamless conversations on web and mobile
- Businesses will be able to add out-of-the-box Zendesk messaging
capabilities to their website and mobile app so customers can have
rich, engaging, and automated (where preferred) conversations over
WhatsApp, Messenger, and Instagram.
- Messaging conversations flow into the unified agent workspace
so a support team can manage and respond to customers over any
channel, all from a single place, and with complete history and
context of the conversation - meaning customers are less frustrated
and do not have to repeat themselves.
Automated messaging workflows for instant answers
- In order to scale conversations across multiple channels,
brands can automate common question and answer conversations and
build AI-powered workflows powered by Answer Bot to deflect common
questions and request information when it needs to be escalated to
a live agent. Using Zendesk’s self-service tools, support teams can
easily create specific topics and answers within Zendesk, without
needing to tap into developer resources.
- For example, a retail company can offer support on frequently
asked questions such as store locations, payment options, shipping
and returns. When customers visit the retailer’s website, they will
be greeted by a customized bot for that company that allows them to
quickly choose from a number of options in order to get an instant
answer. If the question requires agent assistance, the retailer’s
bot escalates the inquiry to a live messaging channel.
Additional customization to meet every need
- Using Zendesk’s robust platform capabilities, businesses can
connect multiple internal and external applications to build
tailored messaging experiences, including: sending proactive
notifications to customers; adding third-party bots for specific
use cases; connecting to their internal tools so customers can take
immediate action; engaging with both customers and partners in
group messages; and more.
- For example, a food delivery company can create a group message
in Zendesk to open up a line of communication with the additional
parties involved in an order - customer, restaurant, driver - to
chat simultaneously in order to solve problems in real time.
Zendesk will present these solutions and more during its What’s
New Webinar today, Tuesday, November 10, at 10 a.m. PST. Please
visit our website to learn more.
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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version on businesswire.com: https://www.businesswire.com/news/home/20201110005971/en/
Kaylee Hill press@zendesk.com
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