WhatsApp and Zendesk team up to support seller-customer communications

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WhatsApp and Zendesk have announced the introduction of WhatsApp for Zendesk, a new WhatsApp Business API connector to support the seller-customer communications with an interface that connects web, mobile and social messages in a bid to tie merchants and shoppers in a modern messaging experience on the apps of their choice.

WhatsApp fo Zendesk is available starting today to all new and existing Support and Suite customers for $5 (£4.12) per month. Sellers who wish to take advantage of the service can start here.

The move was announced at Zendesk Showcase São Paulo to enable 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.

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.

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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