Join the Evolution
Reach your customers – all of them
As the most popular digital communications channel, messaging gives businesses the opportunity to reach and market to a new generation of customers. It’s a support channel that’s “always on”, and it’s evolving into a primary driver of customer satisfaction. Zendesk Message is designed to help scale support on popular messaging apps—and it’s the next step in the evolution of customer support.
LET'S TALK A BOT IT
Giving bots a human touch
Bots are a great tool to help automate replies and reach more customers. Using Zendesk Message, businesses can blend human agents with bots to increase efficiency—and add that human touch. Learn more about chatbots
“Bots on Messenger is a prime example of how conversational commerce is developing, and Spring is thrilled to work with Zendesk to deliver users a shopping experience that seamlessly integrates an automated personal shopping assistant with best-in-class concierge customer service.”
Personalise your Relationships
Facebook’s Businesses on Messenger
Customers can opt in to receive updates through Facebook Messenger after making a purchase
Businesses start a conversation by pushing customised messages about order confirmations, delivery updates and more
Customers can now have a real-time conversation with a business on Facebook Messenger and keep their order history in one place
“Bark & Co is obsessed with offering our puppy parents and their dogs an amazing customer experience. Through Zendesk, we saw our average response times on Facebook Messenger decrease dramatically, even as the number of meaningful conversations doubled.”
Evolution at Scale
Give customers what they want. Provide on-going live messaging support on their favourite messaging apps.
Faster responses means happier customers. Prioritise customers who are online to facilitate real-time conversations. Make hand-off between agents easier with long form history.
Work as a team
Happier teams mean better customer service. Allow agents to own, assign, and resolve conversations for better workflows.
Better insights help you connect the dots. Use analytics to keep track of agent performance with metrics like customer satisfaction, response time, and resolution time to optimise your support strategy.