Presented WhatsApp for Zendesk

The integration with the API of WhatsApp Business reaffirms the commitment of Zendesk of connecting the conversations of customers through web, mobile and messaging.

Zendesk, a new connector with the WhatsApp Business API, which allows businesses to quickly contact and respond to WhatsApp users. Zendesk offers the only reliable messaging solution that brings all customer conversations together in a cohesive interface across the web, mobile platforms, and messaging.

Presented at Zendesk Showcase Sao Paulo, WhatsApp for Zendesk enables companies around the world to deliver a better customer experience on the preferred channel. WhatsApp for Zendesk is based on Smooch technology, recently acquired by Zendesk, and is an important step in joining the new 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 giving brands and their customers modern messaging experiences in the apps of their choice Warren Levitan, Vice President of Conversational Business at Zendesk, said. “In short, we are making it easier for companies and their customers to communicate by making that communication faster, more convenient, and more natural.”

As customers expect to communicate with businesses in the same way as they do with their friends and family, the best experiences should be guided by the ability to create a seamless and ongoing conversation between customers and organizations through multiple channels of communication. More than 1.5 billion people in 180 countries use WhatsApp, making it one of the most popular messaging apps in the world. With WhatsApp for Zendesk, companies will be able to:

  • Install and deploy WhatsApp in less time, without generating an additional workload or requiring agent training.
  • Contact your customers via WhatsApp and manage messaging conversations in the same way as they do with other support conversations on any other channel.
  • Take advantage of whatsApp’s new features for agents to better handle real-time conversations like the adaptive, WhatsApp-specific autoresponder feature.
  • Stay on top of WhatsApp asynchronous conversations thanks to a new and dedicated notification panel that alerts agents to recent responses on WhatsApp.

“Here in Latin America we have companies that are making a difference so they have invested in innovation. Enforcing an excellent relationship with our customers, using unpublished channels such as WhatsApp, became revolutionary. Retail customers are too demanding and the integration between Zendesk Support and WhatsApp Business has met and even exceeded our expectations,” says Pedro Labarta, Director of Customer Service at Elektra, Mexico’s leading retail brand.

Conversation Solutions Team

For the most complex needs that may arise after conversations with customers begin, Zendesk offers access to its Conversation Solutions Team. From proactive business notifications and virtual assistant integrations to tailored messaging experiences and integration systems, this group of expert advisors can help customers in Latin America and around the world get the right out of benefit from the WhatsApp Business API and business messaging.

WhatsApp for Zendesk is available today to all Support and Suite customers at a cost of $5 per month per agent.