In future, Zendesk users will be able to use the CRM software of the same name to communicate with their customers via Facebook. Specifically, messages can be sent via Messenger, WhatsApp and Instagram. Furthermore, both providers work together in a partnership to provide new functions of these applications in Zendesk as quickly as possible.

While customers prefer the ones they prefer If you use channels, all messages for the support employee come together in a central application. Bots can also be integrated, which on the one hand process standard inquiries and automatically escalate other issues to the team. These bots can be created with self-service tools without having to resort to developers.

Customer information always available Also stores Zendesk has all the data of the customer concerned in one place, so the support does not have to request information multiple times – the course and context of the conversation should always be available. If necessary, several employees can also be included in the conversation, as with a delivery service, which means that inquiries can be answered in real time.

Upon request Connect Zendesk and WhatsApp, Instagram and Messenger from Facebook with internal applications and those from third-party developers. All information on the new functions and the partnership between the two providers can be found at zendesk.de. In addition, Zendesk has been offering an integration of Apple’s Business Chat since July 2020.

(fo)