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Zendesk Lets Customers Say 'Text Me'

Posted on 5.11.2016

As digital consumers continues to rely on their mobile devices it is becoming increasingly important that brands provide support to these on-the-go users.

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Customer service platform Zendesk recognizes this rather obvious need and announced it is rolling out a new native SMS support channel which will provide its 75,000 paid users the ability to receive and respond to texts from their customers within the platform.

“SMS isn’t new, but the rise of on-demand services and an increasingly mobile customer base makes this channel important for businesses,” said Ryan Nichols, general manager of Zendesk Voice. “SMS lets businesses connect with their customers wherever they are in an extremely personal way. At Zendesk, we’re constantly adding emerging channels so businesses can meet the support needs and expectations of today’s consumer.”

Of course, today's consumer will also be tomorrow's, and Zendesk is positioned quite well with this release to capitalize. According to one Harris Poll, in fact, 77 percent of consumers with texting capabilities aged 18-34 are likely to have a positive perception of a company that offers text capability. That's not something that big brands are going to ignore.

Leading beauty and grooming retailer Birchbox, on-demand delivery service Favor, and global retail analytics leader Retail Solutions Inc.(RSi), are already using SMS to quickly and efficiently respond to their customers.

Businesses simply provision a phone number through Zendesk and publish that number within their app or on their website. When texts come through, the agent views the conversation in Zendesk, just as they would an email ticket. With Zendesk, all conversations with customers are centralized in one place.


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