People expect help the moment they need it. With Zendesk Messaging, support is just a click away – through a widget on your website or on your mobile app. Let customers get help without waiting, repeating themselves or starting over.
BENEFITS
Built for better conversations
Make service more convenient
Meet customers where they are with omnichannel support across web, mobile and social channels – helping you resolve tickets on time, every time.
A unified workspace for agents
Help agents deliver personalised service by seamlessly grouping conversations, channels and customer data into one workspace.
Easily scale 24/7 support with AI agents
With Messaging, you can utilise AI agents to automate your FAQs, route issues and deliver 24/7 customer support – all in just three clicks.
Reduce wait times
84% of CX leaders rate their response speed as excellent, but only 39% of customers agree. Close the gap with Messaging. Fast, seamless conversational support that’s powered by AI and always available.
Everything you need for support when and where it matters
Customise your widget’s look, feel and tone of voice to match your brand. Create a cohesive customer experience across web, mobile and social channels.
With Messaging, you can extend your AI agents and workflows to WhatsApp, Facebook, Instagram and more – no rebuilding required. Build once, use everywhere.
Launching AI agents in Messaging is simple. Just describe your business procedures and watch it automatically resolve common issues like refunds, order status and more.
Automatically send conversations to the right agent with omnichannel routing. Evenly distribute tasks, accounting for workloads from email, voice and other channels.
Gain confidence with prebuilt dashboards that spot customer trends and challenges. Zendesk QA uses AI to review 100% of interactions – ensuring accurate, high-quality support at every touchpoint.
Customer stories
“We’ve migrated our social media channels into Zendesk to create an omnichannel view of our customers. We improved our first response time and ensured that we resolved 100% of our private social media tickets.”
“That’s what’s lovely about messaging, it’s actually conversational. And once you’ve moved into conversational, it completely changes the dynamic and the interaction you have with the guest…”
Marco Trecroce
Chief Information Officer at Four Seasons Hotels and Resorts
“Zendesk’s rule-based logic and no-code workflows let Zipcar move faster and adopt a more agile support approach, ultimately improving member support and experience.”
“Zendesk has improved the agent experience by leaps and bounds. The workflows are easier and more intuitive, so agents can quickly view member interactions across multiple channels and personalise every conversation.”
Christopher Douglas
Director of Member Services, Pacific at Accor Plus
“We’ve migrated our social media channels into Zendesk to create an omnichannel view of our customers. We improved our first response time and ensured that we resolved 100% of our private social media tickets.”
“That’s what’s lovely about messaging, it’s actually conversational. And once you’ve moved into conversational, it completely changes the dynamic and the interaction you have with the guest…”
Marco Trecroce
Chief Information Officer at Four Seasons Hotels and Resorts
“Zendesk’s rule-based logic and no-code workflows let Zipcar move faster and adopt a more agile support approach, ultimately improving member support and experience.”
“Zendesk has improved the agent experience by leaps and bounds. The workflows are easier and more intuitive, so agents can quickly view member interactions across multiple channels and personalise every conversation.”
Christopher Douglas
Director of Member Services, Pacific at Accor Plus
“We’ve migrated our social media channels into Zendesk to create an omnichannel view of our customers. We improved our first response time and ensured that we resolved 100% of our private social media tickets.”
Provide employees with immediate, conversational support whenever and wherever it is needed. Whether it’s HR guidance or IT help, use AI agents to deliver 24/7, personalised support through the most convenient channels for your team.
Both! Messaging supports real-time sessions for fast help as well as ongoing asynchronous conversations, so customers can chat at their own pace and agents stay flexible.
No! Messaging is built right into the Zendesk Agent Workspace, so agents can manage conversations seamlessly without switching tools or tabs.
Zendesk QA uses AI to automatically review 100% of conversations _ so you can track performance, ensure quality and continuously improve your AI and agent support.
Yes! Build your AI Agent once and add it to web, mobile and social messaging channels like WhatsApp, Facebook and more. Click here to learn more about getting started with social channels in Zendesk.
Absolutely. With access to the Zendesk messaging platform, you can create fully customised experiences that fit your unique business needs. Learn more.
