Getting more out of Zendesk: Chat support in messaging apps
Why your customer service should live where your customers play
In this Article
When customers have quick questions, they want immediate and satisfying answers. So often, however, customer service experiences are mired in long wait times, staggered email exchanges, or uncomfortable phone calls. The result? Lost sales and low customer satisfaction.
Using messaging apps for customer service allows companies to meet customers where they are, providing a frictionless customer experience via the popular platforms they are already familiar with.
However, this may create a different problem: customers can reach agents more easily, which could put more burden on an already stretched customer service agent pool. As it stands, customer service agent turnover is already hitting 30-45%.
Automation + Messaging = Empowerment
Automating chat with an Intelligent Virtual Agent (IVA) across your core messaging channels will free up your live agents to handle more complex tasks and streamline the customer experience. The IVA is able to handle repetitive customer questions, which means companies can:
- Decrease the wait time for a human response
- Ensure customers receive a quick and accurate answer
- Collect customer information
- Provide a consistent user experience
- Reduce incoming inquiries to incoming agents
ultimate.ai, a customer service automation platform, has created an IVA that provides an omnichannel solution. Our IVA collects and responds to customer queries across email, website chat, and messaging channels to give your Agent a bird’s eye view of the customer needs.
Messaging channels include:
- Facebook Messenger
- Twitter DM
- Apple Business Chat
Immediate 24/7 support across messaging channels
Our Virtual Agent works by integrating with your backend systems, becoming an integral part of your team. This integration allows the Agent to independently provide the customer with relevant information, like their order status, and resolve the customer question. All chats will be escalated into your existing CRM platform. This means there’s no need for your agents to learn new tools.
The IVA can also keep working even when your agents are not available, meaning you can provide 24/7 customer service support.
Depending on the platform you use, it is possible to have a single bot interacting across multiple social channels. Making it simple and easy to extend to other channels without having to manage multiple accounts.
Extending chat automation across messaging channels results in increased customer satisfaction and allows the company to handle a growing number of chats without increasing the team size.
Learn how to get started with CS automation
Powered by ultimate.ai and Sunshine Conversations
Sunshine Conversations, a Zendesk partner, offers a universal messaging API that lets companies quickly and easily communicate with customers across all major messaging channels, including: Facebook Messenger, WhatsApp, Viber, Twitter, Telegram and WeChat.
The unified API makes it possible to integrate a single IVA across multiple social channels and offer a single view for customer service agents, regardless of the channel. When the customer would like to speak with a human agent, these conversations are escalated into Zendesk. Other CRMs have also developed integrations with Sunshine which we can leverage.
Sunshine makes it possible to support a range of rich messaging types which can further improve the overall customer experience.
While Sunshine Conversations is an extension of Zendesk, it does require some additional cost. Once integrated, the experience is seamless between the messaging channels and your CRM platform: your IVA will sit within Sunshine and carry out conversations, actions and gather customer information. In cases where chat is escalated to a human agent, the IVA will simply pass control over to them, with all the relevant information.
Tips for getting started
Our Customer Success Team will help you get setup and here’s what you’ll need to do to get your Agent up and running:
- Map out your most common customer intents. Importing historical data and running it through our advanced models will allow you to understand the customer intents and gather expressions to train and design an IVA that will solve customer requests.
- Think through each use case and consider how your IVA can help resolve them.
- Research which channels are most popular within your customer base and make sure you choose a messaging channel that your customers are already familiar with and in which they’re comfortable engaging.
- Start creating your own IVA in our dashboard.
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