Do you offer WhatsApp among your business channels? Until a few years ago, no one would have bet on this tool for their business. Instead, today it is useful for selling, giving payment information, managing returns and shipments.
Messaging apps such as this one have marked a momentous change for every organization because they are used by millions of users, not just for communication with friends and family.
Clearly, the alternatives to WhatsApp Business are diverse, think of live chat, Instagram Direct, Facebook Messenger, LINE or Twitter, applications chosen by many organizations to build a solid relationship with their users.
Inquiries on these channels in fact are multiplying by leaps and bounds, especially compared to email and phone calls, because they are perceived as immediate and interactive, which is why today we want to tell you about Zendesk.
Maybe you don't know that with Zendesk Support, ourfavorite omnichannel help desk, you can manage and administer in a single platform all the interactions you also receive from your messaging apps, WhatsApp Businessincluding.
You know what that means? That your agents, who are in charge of customer service or specific departments related to your business, no longer have to keep individual channel pages open, but can view and respond to all messages from one platform, Zendesk.
Zendesk is a cloud-based software created to improve the customer experience: in addition to live chat and answer botsit also includes native integration with top messaging apps,you can exploit automations and workflows, provide perfectly integrated, involving, personal and contextual conversational experiences.
The help desk also integrates with email, social, telephone, live chat, contact forms, in short, all those channels that managed separately lead to considerable loss of data, resources and time.
Every time a user initiates a chat with WhatsApp, a new ticket is opened within the support platform.
The agent takes over the request to process it like a traditional ticket, retaining the ability to exchange images, videos, and links and continue to make the conversation timely, personalized, and effective.
Zendesk: WhatsApp and messaging apps are easy to manage
Going from sponsorship to Instagram feed, then to eCommerce to proceed to purchase a product is really a snap. You'll understand that starting a conversation with your users can and should be just as quick and easy, just like a click.
Many already offer this opportunity: "Click to chat on WhatsApp," "Connect with our support," "Book now," and "Talk to an expert" are constant calls to action, especially to sponsor customer support services.
I recommend that you go ahead and open up new contact channels, but don't manage them separately or by collecting third-party plug-ins, improve communications and the 'shopping experience right away with a more structured omnichannel strategy!
With Zendesk you can easily take care of different channels
With Zendesk you can easily take care of different channels such as:
- Facebook Messenger. Definitely part of omnichannel strategies, it puts your customers at ease because they can write to your company as they would to a friend. With Messenger you can stay in touch with users by taking advantage of different types of messages, you can pick up conversations left behind and personalize them.
- Instagram is certainly an important showcase for your brand beyond the point of sale. It helps customers share your products with their followers and keeps transactions simple with in-app purchases. You can respond to Instagram story mentions and direct messages by showing customers that you appreciate their support.
- WhatsApp. Using WhatsApp Business allows you to rely on a popular, reliable and secure messaging app to keep you connected with your customers. Ensure quick responses to your users, set up automatic messages, and don't forget the welcome message waiting for your action, too.
If you don't yet have a WhatsApp Business channel because you were afraid of the volume of requests and your team wasn't prepared, now you know you can count on Zendesk. This tool allows you to reach more customers in an easy and timely manner without burdening your agents.
As we said in fact, le WhatsApp Business conversations can be managed and scaled through a single unified workspace, Zendesk Support, using existing workflows and reports to monitor your team's performance as well, beyond the tickets waiting to be processed.
Don't give up on opening a WhatsApp Business channel. You can concretely test the effectiveness of this messaging app and perhaps discover that it is the most productive one for your business.
If you are used to using WhatsApp in private life, know that WhatsApp Business is a professional tool intended for organizations, where you can send messages, but also manage your business profile or product catalog.
power2Cloud, as a Zendesk partner, helps you set up Zendesk and integrate WhatsApp Business
power2Cloud, as a Zendesk partner, can help you configure the Zendesk platform, choose the modules that are most relevant to your business, and integrate your contact channels to support all initiatives, not just customer care initiatives.
Your agents have at their disposal:
- unified workspace
- real-time notifications to be clear about all conversations both in individual social messaging apps, but also when they move from one ticket tab to another
- custom buttonsto highlight this service on the website or your mobile app, inviting users to new interactions
- automation toolsthat ensure timeliness to your responses, even when your agents are busy
- personalized communications to keep talking to people, not their wallets. Leverage technology to carefully curate interactions with all your users.
- a perfect tool to manage messaging apps as well. Native integrations are for: Facebook Messenger, WhatsApp, Instagram Direct, Android, iOS, LINE, Web Widget, Twitter, We Chat
Do you want to see Zendesk in action? You can request a demo from our team now, we will be happy to provide you with all the necessary information and activate this solution for your reality.
Remember that these are simple investments and a cloud solution chosen by startups as well as multinationals to support marketing, service, as well as sales and upsell strategies.
The attention you invest in communications and support are your calling card!
The benefits of Zendesk for messaging app management
How many service requests do you receive in a day and how long does it take your agents to handle them all? Do you know how many tickets are still waiting to be processed? How many people deal with your customer service?"
Thanks to Zendesk, all messages invited by customers to your company are collected and organized according to precise workflows using triggers, macros and automations.
From this one platform, your agents always have the context they need to understand who they are talking to. Don't waste time, respond live on the channel your users prefer.
Managing conversations with Zendesk even for messaging apps has never been easier, because you can:
- process multiple support tickets
- work from an omnichannel perspective
- diminish wait time, responding from a day in minutes
- increase request handling even through new less traditional
- simplify and centralize enterprise tool management
- automate frequently asked questions and create workflows that leverage artificial intelligence with Answer Bot
- recognize your stakeholders to prevent them from repeating themselves, because it's really frustrating
In this article we focused mainly on messaging apps. We know that there are so many features included in Zendesk Support that deserve to be explored in depth because they facilitate ticket resolution, we are referring to self-service resources and the knowledge base (FAQ). Think about the arrival of Christmas and promotions related to sales or Black Friday. Periods that can particularly stress your work tools and your agents, play early by activating Zendesk now!