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Proactive messages based on events in CRM
Posted Oct 10, 2023
Feature Request Summary:
Proactive messages allow to initiate conversations with customers through mobile SDK channels, based on specified conditions. In addition to existing rules it'd be great to add a possibility to initiate conversations with customers based on events in our CRM.
Description/Use Cases:
We're a fintech start-up and provide financial services to customers through our app. If there're events in our CRM that a customer's transaction is not completed or even stuck, we'd like to proactively offer support (not waiting for the customer to ask for help).
Business impact of limitation or missing feature:
Zendesk allows to make API calls in bots Understanding answer step types – Zendesk help and which is great, and it's also logical to add similar feature to Proactive messaging (proactive support is a current CX trend according to Zendesk CX Trends 7 customer service trends to follow in 2023 (zendesk.com))
7
5 comments
Максим Насон
It would be just great to be able to initiate proactive conversations based on events in the CRM.
I think this would be relevant to all zendesk users in the financial industry, and it would provide a lot of value to zendesk customers
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Shawna James
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Arpan Nagdeve
Hey Viachaslau,
This feature request has been accepted and is on our roadmap but not committed for 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
1
Viachaslau
Arpan Nagdeve Thanks a lot for your answer!
0
Alan Pugh
Adding a use case here:
We conduct account/transaction reviews and often reach out to our users via the email channel in Zendesk to request documentation. However, sometimes these messages are missed because they go to spam or the user is not actively checking their email.
We would prefer to send a notification directly in our app since that's where the user is doing most of their work.
0