New Zendesk Suite now includes comprehensive messaging solution


Singapore – Global customer service software company Zendesk has unveiled its new Zendesk Suite by including access to Zendesk’s comprehensive messaging solution, as the package brings together all Zendesk’s service capabilities into one complete offering that brings ease of use to the enterprise software space.

Through the new added feature, businesses can now communicate whether customers want to text, chat on their computer, reach out over WhatsApp or through connected conversational experiences across web, mobile, and social channels. Zendesk’s messaging solution also offers advanced capabilities including proactive notifications, enabling specialized third-party bots, and allowing customers to transact directly within the conversation when browsing products, reserving seats, or making payments.

The new messaging solution inclusion coincides with a greater need for messaging solutions for enterprises. According to a CX report by Zendesk itself, 2020 saw a 117% increase in the use of social messaging in APAC, while 69% of consumers in the region said they tried a new way to get in touch with customer service, with messaging and bots as the leading choices.

“Today’s customers demand real-time experiences at a level and pace we’ve never seen before. Companies cannot take customer loyalty for granted, and using outdated, expensive enterprise software that takes months to get up and running is a thing of the past,” said Adrian McDermott, president of products at Zendesk

“Businesses need the best possible technology to remain agile and face customers’ ever-evolving needs. Within hours, Zendesk can help businesses deliver great customer experiences, with messaging front and center,” added McDermott. 

For Kyle Jenke, partnerships director at WhatsApp, the Zendesk messaging solution integration speaks to the fact that more than 175 million people across the world are already messaging using a business account on WhatsApp every day.

“People today want to connect with businesses the same way they chat with their friends and family — with personal messaging to get questions answered and receive support quickly and conveniently. Through partnerships with companies like Zendesk, we’re making it easier for businesses to shift their operations online during the ongoing pandemic so they can stay close to their customers even when they’re physically apart,” said Jenke. 

Zendesk was one of the first SaaS companies to democratize the way businesses offered email support, and with its new Suite, is now leading the shift to messaging-driven relationships. 

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