Zendesk Introduces WhatsApp for Zendesk

Zendesk Introduces WhatsApp for Zendesk

New Whatsapp Business API Tool Delivers on Zendesk’s Vision to Connect Customer Conversations across Web, Mobile, and Social Messaging

Zendesk, Inc. announced WhatsApp for Zendesk, a new WhatsApp Business API connector, that allows businesses to quickly and easily reach and respond to WhatsApp users. Zendesk offers the only trusted messaging solution that pulls in all customer conversations into a cohesive interface across web, mobile and social messaging. With these enhanced capabilities, Zendesk now powers even more WhatsApp numbers around the world and allows companies to get up and running with the WhatsApp Business API faster than before.

“Ultimately, we’re making it easier for companies and customers to communicate in a way that is faster, more convenient and more natural.”

Unveiled at Zendesk Showcase São Paulo, 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 next step in delivering the next wave of connected conversations on additional channels such as Facebook Messenger, LINE, WeChat, Telegram, Twitter DM and more.

“WhatsApp for Zendesk marks the next phase of our integration with the WhatsApp Business API as a business solution provider and reinforces our commitment to bringing brands and their customers modern messaging experiences on the apps of their choice,” said Warren Levitan, Vice President, Conversational Business at Zendesk. “Ultimately, we’re making it easier for companies and customers to communicate in a way that is faster, more convenient and more natural.”

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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 the ability to create a seamless, continuous conversation between customers and organizations across multiple communication channels. More than 1.5 billion people in over 180 countries use WhatsApp, making it the largest messaging app in the world. 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 their 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

Zendesk customer PayJoy is helping to unlock access to finance globally through mobile technology. Co-founder and COO Gib Lopez, who recently implemented Zendesk, talked about their WhatsApp integration saying, “Our customers were trying to reach us via WhatsApp and Zendesk allowed us to reduce our WhatsApp response times from a full day to minutes. Before Zendesk, we had three to four phones with WhatsApp numbers in our agents’ hands, trying to keep up. It wasn’t scalable, and we couldn’t measure it. We’re now able to see and manage WhatsApp messages alongside all of our other customer requests and deliver better service to our customers in their preferred communication channel. Zendesk’s WhatsApp integration is key to our continued global expansion.”

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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 and virtual assistant integrations to custom messaging experiences and system integrations, this group of expert advisors can help customers in Latin America and around the world get the most out of WhatsApp Business API and messaging for businesses.

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