Zendesk Unveils New Suite With Powerful Messaging Solution
February 01 2021 - 11:00AM
Business Wire
Company continues democratizing customer
service with new enterprise-grade capabilities designed to make it
easier and faster for companies to provide better customer
support
Zendesk, Inc. (NYSE: ZEN), a customer service software company
with support and sales products designed to improve customer
relationships, today announced the general availability of its
comprehensive messaging solution as part of the new Zendesk Suite.
The new package brings together all Zendesk’s service capabilities,
including messaging, into one complete offering that brings radical
simplicity to the enterprise software space.
Zendesk's powerful messaging tools are designed to give
businesses the ability to have continuous, convenient and
personalized conversations whether customers want to text, chat on
their computer, reach out over WhatsApp, and more. Companies can
now provide connected conversational 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. Zendesk’s messaging solution also offers advanced
capabilities including proactive notifications, enabling
specialized third-party bots, and allowing customers to transact
directly within the conversation when browsing products, reserving
seats, or making payments.
“Today’s customers demand real-time experiences at a level and
pace we’ve never seen 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loyalty for granted, and using outdated, expensive enterprise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,” said Adrian McDermott, President of Products at Zendesk.
“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.”
Messaging has quickly become the preferred way for businesses
and customers to communicate because it is convenient, fast and
feels more personalized than ever before. Reinforcing this shift,
Zendesk’s Customer Experience (CX) Trends Report 2021 showed a 110%
increase in the use of social messaging, and in 2020, 64% of
consumers said they tried a new way to get in touch with customer
service, with messaging and bots as the leading choices.
“People today want to connect with businesses the same way they
chat with their friends and family — with personal messaging to get
questions answered and receive support quickly and conveniently.
With more than 175 million people across the world already
messaging a business account on WhatsApp every day, businesses of
all sizes can deepen their customer relationships and increase
their efficiency by turning to messaging to meet people where they
want to be met,” said Kyle Jenke, partnerships director at
WhatsApp. “Through partnerships with companies like Zendesk, we’re
making it easier for businesses to shift their operations online
during the ongoing pandemic so they can stay close to their
customers even when they’re physically apart.”
Zendesk was one of the first SaaS companies to democratize the
way businesses offered email support, and with its new Suite, is
now leading the shift to messaging-driven relationships. In recent
years, the company wholly focused on being champions of customer
service, and built solutions on the belief that every relationship
between a customer and brand should be reflected through one,
ongoing conversation, no matter the channel or device.
By evolving the new Suite to include its comprehensive messaging
solutions, Zendesk continues to arm businesses with the best
technology to meet their customers’ needs - it makes it easy for
companies to give customers the support they want, sets teams up
for success with a unified agent workspace, and helps keep
businesses in sync with an open and flexible platform. In addition,
Zendesk’s enterprise-class security, scalable infrastructure, and
industry leading workforce and change management tools provide all
businesses with the ability to manage their teams, data and
operations.
As part of the new Zendesk Suite, Zendesk also packaged all its
service capabilities into one comprehensive solution with five new
plans that include everything a business needs to succeed. The new
streamlined experience makes it easy to choose the right plan for a
business’s unique needs. For more information about the new Zendesk
Suite, please go to zendesk.com/service.
About Zendesk - Champions of Customer Service
At Zendesk, we believe that every great customer relationship
stems from a conversation. So we built a customer service software
company that designs solutions to foster better customer
relationships. From large enterprises to startups, 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. The company 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/20210201005632/en/
Kaylee Hill press@zendesk.com
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