Article • 2 min read
Announcing the Zendesk and WhatsApp Integration
By Andrew Gori
Last updated October 30, 2020
Helping businesses connect with your customers
Delivering on customer expectations
Customers expect to connect with businesses as easily and seamlessly as they do with their friends and family. They expect you to be on the channels they’re on, and they want quick and convenient updates on the conversations they’re having. As the world becomes more interconnected through the various digital messaging options available to them, businesses have to make sure they deliver on those expectations in order to ensure customer satisfaction and long-term loyalty.
Businesses also need a single, integrated place to manage all their support interactions across different channels, including chat, phone, and email. It’s becoming increasingly important for customer support teams to use open platforms so they can seamlessly add emerging channels–like WhatsApp–to the menu so they can meet their customers where they are.
Zendesk launches integration with WhatsApp Business Solution
We’re excited to announce the launch of our integration with WhatsApp Business Solution. WhatsApp is a simple, reliable, and private way to talk to anyone in the world and lets people stay in touch with friends, family and businesses–anytime, anywhere.
By extending customer support capabilities to WhatsApp, businesses that use Zendesk can now reach WhatsApp’s 1.5 billion users to provide fast, proactive support. And for your customer support agents–they can easily manage conversations that come in through WhatsApp in one, centralised location within Zendesk Support. With WhatsApp’s presence in over 180 countries around the world, it will become increasingly important for businesses to be able to reach those customers, and for support agents to be able to do that seamlessly.
How does it work?
With Zendesk’s integration with WhatsApp Business Solutions, customers can opt-in to receive notifications from businesses on things they want updates on–such as purchase receipts, shipping changes or flight times. Once you enable the WhatsApp integration, customer requests will become tickets within Zendesk Support and can be handled with the same support workflow you use for other channels. Agents can respond directly through WhatsApp from within Zendesk Support, and can even drop in rich media–such as images–right into the conversation.
