Zendesk, Inc. (NYSE: ZEN) has announced an integration with WhatsApp that allows businesses to manage customer service interactions and engage with customers directly on WhatsApp. The integration connects conversations between businesses and their customers on WhatsApp within Zendesk.

Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

By extending customer support capabilities to WhatsApp, businesses that use Zendesk can now reach WhatsApp’s 1.5 billion users to provide faster, more proactive support. Customers can opt-in to receive updates and notifications such as purchase receipts, shipping changes or flight times directly in WhatsApp.

“Customers want to communicate with businesses as easily and seamlessly as they do with their friends and family,” said Mikkel Svane, Zendesk CEO and founder. “WhatsApp has quickly become the messaging app of choice, particularly in Asia Pacific and Latin America. With this new integration, we’re helping businesses stay connected with their customers globally.”

Businesses want a single, integrated place to manage all the interactions happening across different channels such as chat, phone, email, and messaging apps like WhatsApp. Zendesk now has the capability to help businesses around the globe put their customers first by better managing inquiries using the WhatsApp integration. 1mg, provides omnichannel support with Zendesk, and has seen success with their early access WhatsApp integration.

“WhatsApp is one of the most popular communication channels in India.  With the integration, we can easily manage customer conversations in one place directly with Zendesk, just like we do with every other channel,” said Jehan Jit Singh, customer experience lead at 1mg. “With Zendesk and WhatsApp, we are now able to offer a faster and more convenient mode of communication. We handle over 20 percent of our order status inquiries daily with WhatsApp and Zendesk, which is much faster than traditional methods.”

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Shivani Pandita

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