Zendesk Delivers SMS for Customer Service Support

Customer Service software company Zendesk has revealed a messaging solution that will be a part of the Zendesk Suite, the company’s new platform features a complete package of service capabilities for businesses.

The messaging tools included in Zendesk Suite will enable customer service agents to engage in conversations with customers through SMS, along with other routes such as websites,phone calls, and popular applications such as WhatsApp. It also features proactive notifications, enabling specialized third-party bots, and allowing customers to initiate conversation with support staff when browsing products. Zendesk hopes that the messaging service will promote different avenues of communication, so that customers and representatives can engage each other in a more personalized manner.

“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 Companies cannot take customer loyalty for granted, and using outdated, expensive enterprise software that takes months to get up and running is a thing of the past,” said Adrian McDermott, President of Products at Zendesk.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.”

It isn’t surprising that Zendesk is focusing specifically on the messaging capabilities of the Zendesk Suite, seeing that messaging is becoming the most popular method of communication between businesses and customers. In fact, Zendesk’s Customer Experience (CX) Trends Report 2021 found that there was 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.

Kyle Jenke, Partnerships Director at WhatsApp, commented on Zendesk’s approach to messaging,

“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.  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.”

Edited by Maurice Nagle