Zendesk messaging: Customer service in a digital-first world
Posted: Sat Dec 07, 2024 10:47 am
Zendesk messaging delivers rich conversational experiences. Image description: A mobile phone surrounded by a cheeky floral arrangement
Even before the virus forced us all inside and online, messaging was taking over the world. It's how many of us shared news, collaborated with colleagues, and — most importantly — kept in touch with friends and family. As with all things digital, the pandemic simply accelerated the inevitable.
It also showed us that messaging was made for customer service.
Customers are reaching out for help more than ever before, and messaging is their channel of choice. Over the past year, support conversations over messaging have list of guadeloupe consumer email skyrocketed, with WhatsApp alone experiencing a 101 percent surge.
It's clear why customers are turning to messaging in their time of need: It's convenient, it's fast, and it's personal.
But messaging has also been a savior for businesses. As support tickets spiked and wait times exploded, messaging was easy for newly-remote employees to set up and adopt — and even automate — alleviating pressure on traditional channels like email and voice.
WhatsApp alone has seen a 101% arise in conversations
And because messaging is asynchronous by nature, customers don't necessarily expect an immediate response, giving overwhelmed agents some breathing room without it seeming like the business is offline.
Through trial by fire, agile companies discovered that messaging is more efficient, more scalable, and more customer-centric than just about any other means of communication.
Which is why we've put messaging at the very heart of the new Zendesk Suite .
All the messaging channels, connected
We know that customers have long been eager to message with brands. The problem is that companies haven't always had the tools to do it at scale and with ease.
At Zendesk, we've been on a journey to change this. From introducing live chat back in 2015, to integrating with popular social messaging apps like Facebook Messenger, WhatsApp, and Instagram as soon as they opened their doors, to bringing messaging to your own websites and mobile apps, we've been building tools to help companies have conversations with their customers for a long time.
Today we're bringing together all our messaging capabilities and making them available to all Zendesk Suite customers, right out of the box.
Much like we did with email back in the day, we're here to make messaging customers as simple as messaging your peeps.
This includes all the social messaging channels, messaging for your website and mobile apps, and powerful tools to build chatbots, automation, and case management workflows — all built on an open and flexible platform you can customize to your heart's content.
Most importantly, conversations are ongoing and connected across all these channels (and more!) so customers never have to repeat themselves (Goodbye: “How can I help you?”) and agents always have the context they need to provide faster and more personalized service (Hello: “Let me help you with that, Lisa”).
Support your customers where they already are
Customer expectations have changed drastically over the past year. As physical interactions shift to digital, convenience and simplicity are becoming more important than ever.
Our latest Customer Experience Trends Report revealed that 64 percent of customers tried a new way of getting in touch with businesses last year, with social messaging seeing a 110 percent jump in popularity. As the planet's most popular messaging channel, WhatsApp has become a lifeline for customers, particularly in Europe, India and Latin America, where the app has become the de facto place to do business.
Even before the virus forced us all inside and online, messaging was taking over the world. It's how many of us shared news, collaborated with colleagues, and — most importantly — kept in touch with friends and family. As with all things digital, the pandemic simply accelerated the inevitable.
It also showed us that messaging was made for customer service.
Customers are reaching out for help more than ever before, and messaging is their channel of choice. Over the past year, support conversations over messaging have list of guadeloupe consumer email skyrocketed, with WhatsApp alone experiencing a 101 percent surge.
It's clear why customers are turning to messaging in their time of need: It's convenient, it's fast, and it's personal.
But messaging has also been a savior for businesses. As support tickets spiked and wait times exploded, messaging was easy for newly-remote employees to set up and adopt — and even automate — alleviating pressure on traditional channels like email and voice.
WhatsApp alone has seen a 101% arise in conversations
And because messaging is asynchronous by nature, customers don't necessarily expect an immediate response, giving overwhelmed agents some breathing room without it seeming like the business is offline.
Through trial by fire, agile companies discovered that messaging is more efficient, more scalable, and more customer-centric than just about any other means of communication.
Which is why we've put messaging at the very heart of the new Zendesk Suite .
All the messaging channels, connected
We know that customers have long been eager to message with brands. The problem is that companies haven't always had the tools to do it at scale and with ease.
At Zendesk, we've been on a journey to change this. From introducing live chat back in 2015, to integrating with popular social messaging apps like Facebook Messenger, WhatsApp, and Instagram as soon as they opened their doors, to bringing messaging to your own websites and mobile apps, we've been building tools to help companies have conversations with their customers for a long time.
Today we're bringing together all our messaging capabilities and making them available to all Zendesk Suite customers, right out of the box.
Much like we did with email back in the day, we're here to make messaging customers as simple as messaging your peeps.
This includes all the social messaging channels, messaging for your website and mobile apps, and powerful tools to build chatbots, automation, and case management workflows — all built on an open and flexible platform you can customize to your heart's content.
Most importantly, conversations are ongoing and connected across all these channels (and more!) so customers never have to repeat themselves (Goodbye: “How can I help you?”) and agents always have the context they need to provide faster and more personalized service (Hello: “Let me help you with that, Lisa”).
Support your customers where they already are
Customer expectations have changed drastically over the past year. As physical interactions shift to digital, convenience and simplicity are becoming more important than ever.
Our latest Customer Experience Trends Report revealed that 64 percent of customers tried a new way of getting in touch with businesses last year, with social messaging seeing a 110 percent jump in popularity. As the planet's most popular messaging channel, WhatsApp has become a lifeline for customers, particularly in Europe, India and Latin America, where the app has become the de facto place to do business.