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Conversational Messaging with Zendesk and Facebook

Posted on 4.12.2016

Customer service platform Zendesk has developed a customer engagement application for Facebook Messenger.

The Zendesk Message offering combines automated interactions with live support conversations directly within Facebook's Messenger system in order to assist customers. For many brands, particularly those in the e-commerce space, such a system may just be the future of client and prospect communication within the social channel.


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Digital shopping platform Spring, for example, is currently using Zendesk Message to integrate human chat into a Messenger bot experience for its customers that will allow them to shop, discover or browse the merchants' assortment in a "natural, conversational way," amplifying and delivering a "conversational commerce experience" to customers. Conversations will ideally lead customers to purchase items directly on Spring, ask more questions, or connect with a human at Spring’s concierge.

“Messenger is more than just another support channel – it’s becoming the destination where customers can browse, buy and receive important information,” said Royston Tay, general manager of messaging at Zendesk. “Today’s businesses must meet customers wherever they are and combine the personal touch of human interactions with the convenience of automated activities through bots.”

Zendesk Message also introduces a timeline view of customer conversations so that support agents can reference specific events within a long thread and see the context of past agent responses and automated messages. Agents will be able to move from one conversation to the next, and assign and manage conversations as well.

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