Zendesk adds WhatsApp capabilities

Zendesk has established a strategic partnership that lets companies engage with customers, share information and respond to questions across WhatsApp, Messenger and Instagram.

According to Zendesk and ESG research, companies with the best customer experiences (CX) invest in offering more channels to their customers, with CX-focused organisations showing 89 percent more likely to have embraced messaging apps and 87 percent more social media than their competitors.

More than 34,000 Zendesk customers have added WhatsApp and/or Messenger to their support offerings.

“Businesses today need to meet their customers where they want to be met — and that’s increasingly through messaging. Through this partnership with Zendesk, we’ll help many more medium-sized businesses get started using messaging to communicate with their customers in a matter of minutes and build new features to make WhatsApp the best way to get business done,” said Matt Idema, Chief Operating Officer at WhatsApp.

“The new Zendesk messaging capabilities, automated workflows and customisation features are helping our customers provide conversational experiences that flow seamlessly across channels and devices while remaining engaging, personal and contextual. Our partnership with WhatsApp and Facebook, which provides Zendesk business customers access to simple API tools to connect with their customers on WhatsApp, Messenger and Instagram, is integral to this evolution,” said said Adrian McDermott, President of Products at Zendesk.

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