New Zendesk Messaging features, such as more powerful bots and new reporting dashboards, support the move to more conversational, personalised customer experiences.

More than two thirds (70%) of customers now expect conversational care when dealing with businesses, which is why conversational experiences are quickly becoming the customer experience (CX) default. 

Over half of companies (56%) are making CX their top business priority for 2022 and Zendesk can support this by providing an ever-evolving unified platform that enables faster support and richer conversations, in turn building stronger customer relationships. 

At its Zendesk relate event this month, the company announced the latest enhancements to its Messaging solution, which will support the move to conversational CX.

Build and scale bots more easily
AI-powered bots play an important role in delivering conversational experiences and Zendesk customers can build and manage these advanced bots in just a few minutes. 

Zendesk Messaging’s Flow Builder enables the creation of individual flows for each answer, helping AI bots more quickly identify the correct answers to common questions. 

Its capabilities have now been extended to include a wide range of popular social messaging apps such as WhatsApp, and bots can also connect to external systems such as point of sale (PoS) or inventory systems in order to provide more detailed information and personalise conversations further. 

Improve agent efficiency and personalisation
A large number of new Messaging-specific reporting dashboards have been released within Explore. 

By increasing real-time visibility into customer behaviour, the extra insights and context can help agents become more efficient and offer a personalised experience. 

Features include the ability to measure the top quick reply options to build a better understanding of the most common questions and identify opportunities to optimise. 

New mobile and Slack app
Currently available via Early Access, this new feature is intended to improve collaboration and make it easier for employees to have conversations through a wider range of business applications from their workspace,  including Slack. 

Plus, by having these conversations in Zendesk, they can be tracked and managed within the one platform, ensuring security and compliance.

The Zendesk User Group is owned and run by Route 101 Ltd, Zendesk EMEA Solution Development Partner of the Year.
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