Integration with WhatsApp Business API Delivers on Zendesk’s Vision to Connect Customer Conversations Across Web, Mobile, and Messaging

Zendesk, Inc. announced WhatsApp for Zendesk is now available across Asia Pacific (APAC). The new WhatsApp Business API connector, which was first announced at the company’s Showcase in Sao Paulo last month, will allow businesses to quickly and easily reach and respond to their customers using WhatsApp across the region. Zendesk offers the only trusted messaging solution that pulls in all customer conversations into a cohesive interface across web, mobile and messaging.

WhatsApp for Zendesk enables companies around the world to provide a better customer experience in a preferred channel. WhatsApp for Zendesk is built on technology from Zendesk’s recent acquisition of Smooch, and marks an important step in delivering the next wave of connected conversations on additional channels, such as Facebook Messenger, LINE, WeChat, Telegram, Twitter DM and more.

More than 1.5 billion people in over 180 countries use WhatsApp, making it one of the most popular messaging apps in the world – and as customers increasingly expect to communicate with businesses in the same way they do with friends and family, the best experiences will be driven by creating seamless, continuous conversations across multiple communication channels.

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“According to We Are Social’s reports, WhatsApp is the most downloaded and used app in Singapore and India, as well as being one of the most widely used messaging apps across the region. Therefore, this integration offers brands a channel their customers are already familiar with in order to provide faster, more convenient and more personalised service,” said Sandie Overtveld, VP APAC at Zendesk. “WhatsApp for Zendesk is the next stage of integration with the WhatsApp Business API, and is part of our larger commitment to connect brands and customers through modern messaging experiences on the channels and apps of their choice.”

With WhatsApp for Zendesk, businesses can:

• Get up and running on WhatsApp in less time without any new workflows or agent training required
• Engage with customers over WhatsApp and manage messaging conversations in the same way as other support conversations in any other channel
• Take advantage of new WhatsApp features for agents to better manage real-time conversations, such as a customizable auto-responder specifically for WhatsApp
• Stay on top of asynchronous WhatsApp conversations with a new, dedicated notification panel to alert agents to recent responses on WhatsApp

Local Zendesk customer StashAway is helping their customers better save and invest through their app. Michele Ferrario, CEO and Co-Founder of StashAway, which has been one of the first customers to implement WhatsApp for Zendesk, said, “Given the mobile-first nature of our platform, it is extremely impactful to be able to engage with our customers on their smartphone or mobile device, and on a channel that they already use on a daily basis. Since adopting WhatsApp for Zendesk, we’ve lowered agent wait times for customer replies by 50%, and 50% of our incoming customer enquiries are now solved through WhatsApp.”

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Conversation Solutions Team

For more complex needs beyond customer initiated conversations, Zendesk offers access to a Conversation Solutions Team. From proactive business notifications customers can opt in to receive and virtual assistant integrations, to custom messaging experiences and system integrations, this group of expert advisors can help customers in APAC and around the world get the most out of the WhatsApp Business API and messaging for businesses.

WhatsApp for Zendesk is available from today to all new and existing Support and Suite customers for $US 5 per agent, per month.

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