Zendesk has launched Relay, an app that facilitates proactive outbound messaging for businesses. In partnership with Meta, Relay enables companies to enhance customer engagement through WhatsApp and manage these interactions within Zendesk.
- Zendesk partners with Meta to launch Relay, a new app for businesses to enhance outbound communication strategies using WhatsApp and SMS.
- Relay enables companies to engage with customers at scale, offering personalised messaging templates and dynamic content for targeted audience segments.
- The collaboration aims to reduce contact volume and improve customer satisfaction by providing tools for customer service teams to keep customers informed through preferred channels.
Introducing Zendesk Relay
In a move designed to revamp the customer experience (CX), Zendesk has launched a new application called Relay. Relay’s design enables businesses to proactively engage customers at scale using outbound messages in WhatsApp, react to customer queries and actively reach out with important updates.
Enhanced Personalisation
Relay offers improved targeting and personalisation. Companies can tailor messages to specific customer segments using dynamic content and targeted audience data. Administrators can create messaging templates directly within Zendesk, submit them for Meta’s approval, and accelerate business outcomes.
Mike Keohane, RVP of Business Development at Zendesk, commented on the new application:
“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,”
Partnerships with Meta and SMS Providers
The potential of proactive communication to improve customer satisfaction and loyalty is well documented. Forrester Research notes that such communication can reduce future contact volume by up to 25% and increase customer satisfaction rates by 20%. In deepening its partnership with Meta’s WhatsApp and SMS providers like Twilio, Zendesk is enhancing its offering to businesses looking to enhance their CX strategies.
Final Thoughts
Zendesk Relay showcases a step in the right direction for businesses hoping to enhance their customer interaction. By providing a platform for proactive communication, Relay allows businesses to reach out to their customers, providing timely updates and creating a more personalised experience. The future of outbound communication is starting to look more customer-centric and efficient.
FAQ
Q: What is Zendesk Relay?
A: Zendesk Relay is a new app that offers proactive messaging for companies using WhatsApp and SMS. It allows businesses to proactively engage with customers at scale using outbound messages in WhatsApp and manage all conversations natively within the Zendesk platform.
Q: How can companies benefit from using Zendesk Relay?
A: Companies can benefit from Zendesk Relay by improving targeting and personalisation, creating messaging templates, accelerating business outcomes such as boosting customer loyalty, increasing satisfaction, and driving higher sales through timely and relevant communication.
Q: Why is proactive communication important for businesses?
A: Proactive communication is important for businesses as it can significantly improve customer satisfaction and loyalty. It can reduce future contact volume by up to 25% and increase customer satisfaction rates by 20%, according to Forrester Research.
Q: Where can businesses find Zendesk Relay?
A: Zendesk Relay is now available via the Zendesk Marketplace.