In an era where consumers demand real-time, personalized interactions, Zendesk has taken a significant step forward by launching Relay, a cutting-edge app designed to revolutionize proactive customer communication. This new app, which seamlessly integrates with WhatsApp and SMS, enables businesses to engage customers more effectively, delivering timely and relevant information through channels that customers already trust.
Rising Expectations in Conversational Commerce
The digital landscape is evolving rapidly, with conversational commerce becoming the norm. Consumers are increasingly purchasing products within chats and participating in live-stream shopping sessions. According to Zendesk’s latest CX Trends Report, a staggering 86% of consumers in the Asia-Pacific (APAC) region expect chat agents to assist with everything from service to sales. However, nearly two-thirds of APAC organizations admit they are struggling to meet these expectations, underscoring the need for robust tools like Relay.
Key Features of Zendesk Relay
Relay is designed to empower customer service teams with several powerful capabilities:
- Enhanced Targeting and Personalization: With dynamic content and targeted audience data, businesses can now tailor messages specifically for different customer segments, ensuring more personalized communication.
- Effortless Template Creation: Administrators can easily create custom message templates within Zendesk and submit them for Meta’s approval, streamlining the process of proactive outreach.
- Accelerating Business Outcomes: By leveraging proactive messaging strategies, businesses can boost customer loyalty, increase satisfaction, and drive higher sales, all while maintaining a seamless customer experience.
Mike Keohane, Regional Vice President of Business Development at Zendesk, highlighted the importance of proactive communication, stating, “Consumers now expect real-time, personalized communication from brands, akin to what they experience in their personal lives. By adopting proactive messaging strategies, businesses not only meet but exceed these evolving expectations, delivering timely and relevant information through channels that customers already use and trust.”
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Addressing the Gap in APAC
Despite the growing demand for conversational commerce, many businesses in the APAC region still face challenges in meeting these expectations. Maureen Chong, Regional Vice President of Asia at Zendesk, emphasized the significance of Relay in bridging this gap: “Conversational commerce is becoming the new standard in Asia Pacific, with consumers desiring more seamless experiences with the brands they interact with. Our CX Trends Report reveals a stark disconnect between what consumers in APAC desire for everything to happen within the same chat and the ability of APAC businesses to provide that.”
Strengthening Partnerships for Superior Customer Experience
Proactive communication via preferred channels like WhatsApp is proven to enhance customer satisfaction and loyalty. Research from Forrester suggests that proactive communication can reduce future contact volume by up to 25% and increase customer satisfaction rates by 20%. By deepening its partnership with Meta’s WhatsApp and SMS providers like Twilio, Zendesk is providing businesses with the tools they need to stay ahead of the curve in customer experience (CX).
Zendesk Relay is now available via the Zendesk Marketplace, paving the way for businesses to adopt an outbound communication strategy that is not only efficient but also customer-centric.
As Zendesk continues to push the boundaries of customer experience, the introduction of Relay marks a significant milestone in the evolution of proactive communication. By leveraging the power of WhatsApp and SMS, businesses can now deliver personalized, timely, and relevant information at scale, ultimately driving customer satisfaction and loyalty.
About Zendesk
Zendesk is committed to powering exceptional service for every person on the planet. As the industry leader in customer experience, Zendesk helps businesses combine the best of AI agents, workflow automation, and human agents to deliver service that increases customer loyalty and drives revenue at a reduced cost. Learn more at www.zendesk.com.
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