Singapore – Zendesk, a customer experience technology firm, has announced that it has recently expanded its partnership with Meta to assist businesses in enhancing their outbound communication strategies for customer experience.
Through the initiative, Zendesk has introduced Relay, a new application that provides proactive messaging for companies using WhatsApp and SMS. The innovative solution enables companies to proactively connect with customers at scale using outbound messages in WhatsApp and to manage all conversations natively in Zendesk.
It also allows customer service teams to improve their targeting and personalisation, effortlessly create messaging templates, and accelerate their business outcomes.
Apart from this effort, the deepened partnership with Meta’s WhatsApp and SMS providers, such as Twilio, further enables Zendesk to empower businesses by enhancing their CX strategies. The synergy thus equips customer service teams with the tools to proactively inform customers, ensuring that important updates reach them before they have to seek out the information themselves.
Mike Keohane, regional vice president, business development at Zendesk, said, “Consumers now expect real-time, personalised 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.”
Keohane further explained, “Relay will allow companies using Zendesk to proactively contact their customers through WhatsApp to provide important updates that they might not be aware of. This can include examples such as reporting incidents, invites for exclusive opportunities, and requests for feedback on services or products.”
Maureen Chong, regional vice president, Asia, Zendesk, added, “Conversational commerce is becoming the new standard in Asia Pacific, with consumers desiring more seamless experiences with the brands they interact with. That said, 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.”
“Solutions like Relay will help businesses bridge this gap in expectations, ultimately allowing them to marry immediacy with engagement while delivering personalised, quality CX at scale that will improve the bottom line,” concluded Chong.
