With 75% of all smartphone users using messaging apps worldwide*, mobile messaging is dominating communication around the world. This is especially true when you look at how we communicate with our friends and family today. Similarly, customers now expect to have conversations with businesses just like they do with their friends and family—through their favorite messaging apps. Why? Because messaging is convenient, personal and offers faster resolutions than other channels.
To make it powerfully easy for businesses to start providing the best customer experiences from popular messaging apps, we’re excited to introduce the new Social Messaging add-on. This new add-on seamlessly integrates the most popular messaging apps like Facebook Messenger, WhatsApp, LINE, WeChat and Twitter Direct Messages (DMs) with Zendesk Support and Zendesk Support Suite so your business can start communicating with customers effortlessly.
With the Social Messaging add-on, your business can:
Build meaningful relationships by connecting with customers on their preferred messaging apps like WhatsApp**, WeChat, LINE, Facebook Messenger or Twitter DMs.
Make it easy for your agents by empowering them to manage interactions across channels like email, chat, social messaging using a single, agent workspace.
Do it all effortlessly by quickly and easily integrating these channels out-of-the-box from within Zendesk, and enable your teams to up their productivity by using their existing workflows with these new channels.
Social Messaging add-on capabilities
- Live notifications view: Allow agents to easily stay on top of all conversations from messaging apps in real-time while browsing between ticket tabs within their workspace.
- Auto-responses: Configure auto-responses specifically for messaging apps like WhatsApp, WeChat, and LINE so customers aren’t left waiting for a reply.
- “Message us” button builder: Make WhatsApp easily discoverable on your website or mobile apps with custom "Message us" buttons.***
How to get started
The Social Messaging add-on is available as a paid add-on for Zendesk Support Professional and Enterprise plans and included with the Zendesk Support Suite. Read the Social Messaging documentation to understand how to start using it, or request more information here.
Let us know in the comments if you have any questions or feedback.
** Additional costs apply for the use of WhatsApp phone numbers.
*** “Message us” button builder available only for WhatsApp.