Zendesk, Inc. launched an integration with WhatsApp that allows businesses to manage customer service interactions and engage with customers directly on WhatsApp. The integration connects conversations between businesses and their customers on WhatsApp within Zendesk.
By extending customer support capabilities to WhatsApp, businesses that use Zendesk can now reach WhatsApp’s 1.5 billion users to provide faster, more proactive support. Customers can opt-in to receive updates and notifications such as purchase receipts, shipping changes or flight times directly in WhatsApp.
“Customers want to communicate with businesses as easily and seamlessly as they do with their friends and family. WhatsApp has quickly become the messaging app of choice, particularly in Asia Pacific and Latin America. With this new integration, we’re helping businesses stay connected with their customers globally,” said Mikkel Svane, Zendesk CEO and founder.
Businesses want a single, integrated place to manage all the interactions happening across different channels such as chat, phone, email, and messaging apps like WhatsApp. Zendesk now has the capability to help businesses around the globe put their customers first by better managing inquiries using the WhatsApp integration.
1mg, India’s consumer health platform, provides omnichannel support with Zendesk, and has seen success with their early access WhatsApp integration.
“WhatsApp is one of the most popular communication channels in India. With the integration, we can easily manage customer conversations in one place directly with Zendesk, just like we do with every other channel. With Zendesk and WhatsApp, we are now able to offer a faster and more convenient mode of communication. We handle over 20 percent of our order status inquiries daily with WhatsApp and Zendesk, which is much faster than traditional methods,” said Jehan Jit Singh, customer experience lead at 1mg.