Announced on | Rollout starts | Rollout ends |
April 30, 2024 | April 30, 2024 | April 30, 2024 |
Zendesk is excited to introduce Conversation Extensions in Messaging — a significant enhancement to the conversational capabilities of our platform. This new feature allows users to manage various tasks, such as booking hotels or requesting refunds, seamlessly within their existing conversations, eliminating the need to exit the conversation or connect to an agent.
This announcement includes the following topics:
What is changing?
Starting today, Conversation Extensions are available across Messaging channels on the web, iOS, and Android. These extensions enhance user interactions by enabling functionalities that go beyond basic Q&A exchanges.
With Conversation Extensions, users can:
- Access web content
- Make purchases
- Complete a custom Customer Satisfaction (CSAT) survey
- Use a date picker for scheduling
- Book hotels and flights
- Process refunds
- And much more — all within the conversation, without the need for redirection or agent hand-off
Why is Zendesk making this change?
Many of our customers want to provide more engaging conversations for their customers that go beyond answering simple questions. These businesses are under pressure to drive deeper customer interactions, enable their end customers to make purchases, or fill out a custom CSAT survey. Conversation Extensions allow you to utilize webviews on your end users’ conversation screen to bring your web content and functionality to the conversation, so your customers can have much greater engagement and complete complicated tasks without having to leave the conversation screen.
Benefits:
- Higher Task Completion Rate: Customers can accomplish various tasks directly in the conversation, likely leading to higher task completion rates and improved sales outcomes.
- Increased Self-service Resolutions: Customers can complete multi-step tasks in the extension, minimizing the need for agent intervention.
- Higher Customer Satisfaction: The ease and speed with which issues can be resolved within the conversation lead to greater customer satisfaction.
- Consistent Native Experience: You have control over the layout of your web content, allowing you to provide a consistent native experience from start to finish.
What do I need to do?
To implement Conversation Extensions, follow the guidelines provided in Using conversation extensions in our developer documentation.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.