Zendesk is introducing a new app that offers proactive messaging for companies using WhatsApp and SMS, with all conversations managed natively in Zendesk.
The Relay app allows companies to proactively connect with customers at scale using outbound messages in Whatsapp, helping customer service teams deliver relevant and personalised communications through conversational commerce.
Australian consumers are increasingly embracing conversational commerce – buying products within chat interactions and turning to live-streamed sessions for real-time guidance, according to the Zendesk CX Trends report. However, they expect more from the brands they interact with on messaging platforms.
The report reveals more than half of consumers expect chat agents to assist them with everything they need from service to sales and support but two-thirds of Australian organisations admit they are lagging in offering conversational commerce.
With Relay, customer service teams can improve targeting and personalisation, create custom messaging templates directly within Zendesk and submit them for Meta’s approval and accelerate business outcomes such as boosting customer loyalty, satisfaction, and sales through timely and relevant proactive communication.
Zendesk Australia and New Zealand country leader, Kellie Hackney said, “As Australians increasingly seek out conversational commerce experiences, they expect businesses to connect with them through proactive, timely and relevant messages on their preferred channels.
“By turning to solutions like Relay, organisations can keep one step ahead of their customers by proactively sending messages, at scale, on relevant promotions or restock alerts through WhatsApp and general messaging. This provides a highly effective way to keep customers engaged, boost sales, and goes a long way to creating meaningful connections and long-term loyalty with customers.”
Zendesk regional vice president for business development, Mike Keohane added, “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.
“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.”