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Zendesk launches messaging solution with advanced capabilities

By Catherine Knowles
Tue 2 Feb 2021
FYI, this story is more than a year old

Zendesk has launched its latest messaging solution for enterprise customers.

According to the company, the new package brings together Zendesk’s service capabilities including messaging, into a complete offering designed to bring simplicity to the enterprise software space.

Zendesk's messaging tools are created to give businesses the ability to have continuous, convenient and personalised 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 out-of-the-box with built in automation and the power to scale.

Zendesk’s messaging solution also offers advanced capabilities including proactive notifications, enabling specialised third-party bots, and allowing customers to transact directly within the conversation when browsing products, reserving seats, or making payments.

Messaging has become a preferred way for businesses and customers to communicate because it is convenient and can feel more personalised than alternative means.

Reinforcing this shift, Zendesk’s Customer Experience (CX) Trends Report 2021 showed a 117% increase in the use of social messaging in APAC, and in 2020, 69% of consumers in APAC said they tried a new way to get in touch with customer service, with messaging and bots as the leading choices.

Echoing this sentiment is WhatsApp partnerships director Kyle Jenke.

Jenke says, "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."

By evolving the new Suite to include its comprehensive messaging solutions, Zendesk continues to aim to give businesses tools to meet their customers’ needs - including customer support systems, setting up teams for success with a unified agent workspace, and helping to keep people in sync with an open and flexible platform.

Zendesk president of products Adrian McDermott says, “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"Companies cannot take customer loyalty for granted, and using outdated, expensive enterprise software that takes months to get up and running is a thing of the past.

“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 centre.”

More broadly, Zendesk’s security, scalable infrastructure, and workforce and change management tools provide all businesses with the ability to manage their teams, data and operations, the company states.

As part of the new Zendesk Suite, Zendesk also packaged all its service capabilities into one comprehensive solution with five new plans geared toward business success.

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