Zendesk and WhatsApp Partner to Enable Powerful Conversational Experiences

May 17, 2022

Chosen as one of WhatsApp’s first core solution providers, Zendesk will provide enhanced customer conversations on the WhatsApp messaging service directly within Zendesk

Zendesk continues to pave the way for customers to deliver their own messaging experiences with new out of the box offerings

SAN FRANCISCO – November 10, 2020–Zendesk, Inc.(NYSE: ZEN) today announced expanded capabilities to its service-first CRM solutions that help companies provide real-time support across messaging channels on web, social, and mobile. A key enabler of these capabilities is a strategic partnership — among the first of its kind — with WhatsApp that empowers companies to immediately engage with customers, share information, and respond to questions across WhatsApp, and Facebook’s other messaging services on Messenger, and Instagram as well.

As customers rapidly shift to messaging as a primary way to communicate with friends, family, and businesses, over 34,000 forward-thinking Zendesk customers have already shown strong demand for Facebook’s messaging channels by adding WhatsApp and/or Messenger to their support offerings. According to insights fromresearch by Zendesk and ESG, companies with the best customer experiences (CX) invest in offering more channels to their customers, with CX-focused organizations showing they are much more likely to have embraced messaging apps (89 percent) and social media (87 percent) than their competitors.

“今天企业需要满足他们的客户时re they want to be met — and that’s increasingly through messaging. More than 175 million people already message a business account on WhatsApp every day to ask questions and get helpful information, and as more conversations shift online during the ongoing pandemic, messaging tools can help businesses of all sizes increase their efficiency and improve customer satisfaction,” said Matt Idema, Chief Operating Officer at WhatsApp. “Through this partnership with Zendesk, we’ll help many more medium-sized businesses get started using messaging to communicate with their customers in a matter of minutes and build new features to make WhatsApp the best way to get business done.”

“There are significant shifts in the ways customers are choosing to interact with businesses – most notably a50 percent surgein usage of messaging channels over the first half of 2020. We are committed to helping businesses embrace these trends,” said Adrian McDermott, President of Products, Zendesk. “The new messaging capabilities, automated workflows, and customization features are helping our customers provide conversational experiences that flow seamlessly across channels and devices while remaining engaging, personal, and contextual. Our partnership with WhatsApp and Facebook, which provides Zendesk customers access to simple API tools to connect with their customers on WhatsApp, Messenger, and Instagram, is integral to this evolution.”

The best social messaging experiences start with WhatsApp and Zendesk

Seamless conversations on web and mobile

Automated messaging workflows for instant answers

Additional customization to meet every need

Zendesk will present these solutions and more during itsWhat’s New Webinartoday, Tuesday, November 10, at 10 a.m. PST. Please visitour websiteto learn more.

About Zendesk

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more atwww.ying8.net.

Media Contact:
Kaylee Hill
press@zendesk.com

Return to newsroom