Zendesk, Inc., the company providing the most complete AI solution for CX on the market, today announced the launch of Relay, a new app that offers proactive messaging for companies using WhatsApp and SMS. Relay allows companies to proactively connect with customers at scale using outbound messages in WhatsApp and to manage all those conversations natively in Zendesk.
Consumers today are leaning into conversational commerce, buying products within chats and tuning into live-stream shopping sessions. And they are expecting more from the brands they interact with on messaging platforms. According to the Zendesk CX Trends Report, 86% of consumers in APAC expect chat agents to assist them with everything they need, from service to sales, to support. Yet, nearly two-thirds of APAC organisations admit they are lagging in offering conversational commerce, indicating a need for more robust tools that enable businesses to easily meet those expectations.
With Relay, customer service teams can:
- Improve targeting and personalisation: Companies can use dynamic content and targeted audience data to tailor messages for specific customer segments.
- Effortlessly create messaging templates: Administrators can create custom message templates directly within Zendesk and submit them for Meta’s approval.
- Accelerate business outcomes: Businesses can boost customer loyalty, increase satisfaction, and drive higher sales through timely and relevant proactive communication.
“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,” said Mike Keohane, regional vice president, Business Development, Zendesk. “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.”
Strengthened Partnerships for Superior Customer Experience
Proactive communication via preferred channels like WhatsApp can significantly improve customer satisfaction and loyalty. In fact, Forrester Research notes 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 empowers businesses to enhance their CX strategies significantly. This collaboration is designed to provide customer service teams with the tools to proactively keep customers informed, ensuring that crucial updates are delivered before customers need to seek out information on their own.
Zendesk Relay is paving the way for businesses to adopt an outbound communication strategy that is not only efficient but also customer-centric. It is now available via the Zendesk Marketplace.