Messaging as part of your customer service management enables businesses to deliver on increasing customer expectations. Companies are gravitating towards messaging as part of their customer support strategy for the same reasons customers are: it's fast, personal, convenient and secure.
Choose the most popular messaging apps in your region
Most people use a combination of messaging apps that come preinstalled on their mobile phones, SMS and third-party social messaging channels like WhatsApp to stay connected. In EMEA, WhatsApp is the leading messaging app among the majority of the population. Read more about the links most used per region at the bottom of this page.
Reduce inbound volume with automation
A crucial component to any messaging strategy is automation. Automate what you can by identifying FAQs to create a path to resolution. Answer Bot from Zendesk allows you to automate support over messaging, gathering valuable context through the use of auto replies and handing off customers to live agents.
Provide support over your customers’ preferred channels
Customers will reach out wherever is most convenient for them, whether via your help centre, mobile app or social channels. Find out which channels your customers prefer and why.
Collect important customer information up front
Contact information, specifics about their experience or issue, all provides your customer service team with context and can be used to route the customer to the right place.
Embed messaging into your web and mobile properties
Place messaging and live chat on product pages, help centres and in your app so you can be right where the customer is. If you can anticipate your customer journey, you can be there for them in real-time.
Unify the customer experience within the conversation
Integrate messaging in your customer service platform, your e-commerce system, sales CRM and marketing automation software, so agents have a holistic view of the customer experience.
Prepare your staff for a messaging
Messaging involves real-time and extended ongoing customer conversations. Staffing your team for messaging differs from staffing a uniquely real-time channel like session-based live chat or the phone.
Choose the most relevant channels for your industry
Numerous industries use messaging apps for customer support and workplace collaboration, but not all are messaging-savvy. The guide covers Zendesk's best practices for your customer service strategy whether you're in healthcare, manufacturing or retail.
Add messaging to your website, mobile apps and social channels so customers can reach you instantly.
Read the guide here: Messaging for customer service: best practice examples