Facebook selected Zendesk as its core CX partner to provide enhanced customer conversations and support across its messaging channels. The partnership enables companies to easily engage and quickly respond to customers through all of Facebook’s messaging properties – Facebook, Instagram and WhatsApp. These customer engagements can include engaging with followers, assisting with social commerce transactions, solving customer service issues and more.
Zendesk and Facebook will collaborate on the most important product capabilities, giving customers early access to new Facebook features, such as the Messenger API for Instagram, and WhatsApp workflows allowing businesses to get up and running on WhatsApp more quickly.
In addition, Zendesk is releasing a new set of powerful messaging enhancements and features including:
- Businesses will be able to add out-of-the-box Zendesk messaging capabilities to their website and mobile app so customers can have rich, engaging, and automated (where preferred) conversations.
- In order to scale conversations across multiple channels, brands can automate common question and answer conversations and build AI-powered workflows powered by Answer Bot to deflect common questions and request information when it needs to be escalated to a live agent. Using Zendesk’s self-service tools, support teams can easily create specific topics and answers within Zendesk, without needing to tap into developer resources.
- Using Zendesk’s robust platform capabilities, businesses can connect multiple internal and external applications to build tailored messaging experiences, including: sending proactive notifications to customers; adding third-party bots for specific use cases; connecting to their internal tools so customers can take immediate action; engaging with both customers and partners in group messages; and more.