More people use phones than laptops or desktop computers. And texting — which is a lower commitment than a phone call and more efficient than an email — is the most popular activity on smartphones. With the growth of mobile apps and the on-demand economy, consumers are increasingly expecting to text with companies for support. In fact, 52% of consumers would prefer text support over their current form of communication.
To help companies meet the demands of their increasingly mobile consumers, Zendesk is announcing the general availability of Text, a feature of Zendesk Talk (available on Talk Basic and Advanced plans) that makes it easy for customer service teams to support their customers via SMS, right from the Zendesk Support ticketing system.
With Text, agents can respond to inbound texts, automate alerts to update customers, or send proactive messages, all from the Zendesk Support ticketing system. Text is built into Support, so teams can get started in minutes—no coding or additional software required. Learn about how to get started with Text here.
Local and toll-free numbers
Choose a toll-free or local number for text support. Find a full list of phone number countries here.
Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.
Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis (available on US local numbers only. Outbound MMS is not currently supported).
Send outbound texts in responses to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.
Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.
Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.*
Views and Reporting
Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.
Text Use Cases (learn how your team can apply these use cases here):
Text support at scale
Publish your number on your mobile website or app so customers can text or call for help -- without leaving your site or app.
Update and notify
For on-demand or time sensitive services, use Text to let customers know when an order or service is underway.
Check in on customers before they request help. Send proactive texts individually or use the Proactive Ticket app and Customer Lists Add-on to reach many.**
Deliver timely service
Alert agents or technicians when tickets need attention to adhere to SLAs.
Text is a feature of Zendesk Talk -- try Text as part of your free Zendesk Talk trial. Trials include a free phone number and $1 usage credit, which covers texts and calls.
If you have a Talk Basic or Advanced account, choose a free phone number to try Text (you may be able to use the same number for Text that you use for Talk -- email our Support team for more information).
If you have a Talk Lite account, upgrade to Basic or Advanced to use Text or contact your account manager for a limited-time boost to Talk Advanced.
Learn more about getting started with Text here.
A few feature notes:
*Customers on the Support Essential plan do not have access to custom triggers or views.
**Sending proactive texts in bulk using the free Proactive Ticket app requires purchase of Customer Lists, an Add-on available to customers on Support Professional plans and above.