Zendesk Message Brings Together Bots for Messenger and Human Agents
to Showcase the Future of Customer Service
SAN FRANCISCO--(BUSINESS WIRE)--
Zendesk, Inc. (NYSE:ZEN) today announced Zendesk Message, a dedicated
application built for businesses to address the unique characteristics
of messaging and the growing demand for customer interactions within
this channel. Integrated with the Messenger Platform – announced at
Facebook’s F8 conference – Zendesk Message combines the power of
automated interactions with live support conversations in Messenger to
quickly and efficiently assist customers.
Spring, a digital shopping platform available on mobile and web, is
using Zendesk to integrate human chat into a Messenger bot experience
that allows users to shop, discover or browse Spring’s assortment in a
natural, conversational way. Bots on Messenger will amplify Spring’s
seamless shopping platform with the ability to deliver a best-in-class
conversational commerce experience to customers. Conversations can lead
customers to purchase the items directly on Spring, ask more questions,
or connect with a human at Spring’s concierge.
“Messenger is more than just another support channel – it’s becoming the
destination where customers can browse, buy and receive important
information,” said Royston Tay, general manager of messaging at Zendesk.
“Today’s businesses must meet customers wherever they are and combine
the personal touch of human interactions with the convenience of
automated activities through bots.”
“Spring is excited to partner with Zendesk to incorporate human
messaging as part of Spring’s Personal Shopping bot on Messenger,” said
Alan Tisch, co-founder and CEO of Spring. “Bots on Messenger are a prime
example of how conversational commerce is developing, and Spring is
thrilled to work with Zendesk to deliver users a shopping experience
that seamlessly integrates automated personal shopping with
best-in-class concierge customer support.”
BarkBox, a subscription service for dog owners, also has begun using
Zendesk’s integration with the Messenger Platform. As a result,
BarkBox’s average response times to its customers in Messenger has
decreased dramatically, from 60 minutes to 4 minutes.
“Bark & Co. is obsessed with offering our pup parents and their dogs an
amazing customer experience,” said Hernan Giraldo, head of customer
experience operations at Bark & Co. “Through Zendesk, we saw our average
response times on Messenger decrease dramatically, even as the number of
meaningful conversations on the channel doubled.”
Zendesk Message addresses the unique characteristics of messaging, which
is more persistent and contextual in nature. Similar to consumer
messaging platforms, Zendesk Message introduces a timeline view of
customer conversations so support agents can easily reference important
events within a long thread and see the context of past agent responses
and automated messages. Agents can move quickly from one conversation to
the next, and easily assign and manage conversations.
Gartner named customer service for Facebook as one of the major customer
engagement projects for enterprises in 2016.1 Additionally, a
recent report from AppAnnie revealed those aged 13 to 24 now spend more
than 3.5 times overall usage time in messaging apps. As these youth
become adults, the importance of messaging apps will only increase.
Availability
Zendesk Message is currently available in an early access program for
select customers and partners, with plans for a general release later
this year. For more information and to request early access, visit www.zendesk.com/message.
About Zendesk
Zendesk provides a customer service platform designed to bring
organizations and their customers closer together. With more than 69,000
paid customer accounts, Zendesk’s products are used by organizations in
150 countries and territories to provide support in more than 40
languages. Founded in 2007 and headquartered in San Francisco, Zendesk
has operations in the United States, Europe, Asia, Australia and South
America. Learn more at www.zendesk.com.
Source: Zendesk, Inc.
1 “The Five CRM Customer Engagement Technologies to Focus On
Through 2020,” March 2016, Gartner
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Source: Zendesk, Inc. Zendesk, Inc.