Zendesk 将客服功能接入 WhatsApp

Zendesk一直致力于客户服务。今年春季,该公司收购了 Smooch,进一步探索与消息应用的集成。今天,该公司宣布将热门消息应用 WhatsApp 集成到 Zendesk 客服工具包之中。

Smooch 是 “WhatsApp 商业 API” 计划的早期参与者之一。在收购 Smooch 交易中加入 Zendesk 的沃伦·列维坦(Warren Levitan)表示,实际上,这为使用 Zendesk 的企业提供了直接的 WhatsApp 号码。考虑到 WhatsApp 被许多人,尤其是亚洲和拉美地区人群作为主要交流渠道,这是个重要举措。

列维坦表示:“WhatsApp 商业 API 接口目前已完全集成至 Zendesk。这使得 Zendesk 客户可以比以往任何时候更快地启动和运行新的 WhatsApp 号码,从而连接全球 15 亿 WhatsApp 用户,在用户选择的渠道上与之沟通。”

他同时表示,整个 WhatsApp 交互体验目前已完全集成至客服代表们习惯的 Zendesk 界面。WhatsApp 将成为客服代表进行沟通的另一个渠道。

“他们可以从同一个工作区和客服坐席访问 WhatsApp 对话,并在其中处理他们的其他所有对话。从客服的角度来看,不需要新工具、新工作流和新的报告机制。这是他们可以快速设置和运转的原因。”

客户可以点击或触摸按钮来拨打 WhatsApp 号码,也可以扫二维码去使用。后者是使用 WhatsApp 客服的常用方式。列维坦举例说,四季酒店可以在门卡上印上二维码,如果客户想要获得客服帮助,那么只需扫二维码,随后就可以自动接通客服。

作为早期项目的一部分,Zendesk 已帮助近 1000 家企业进行设置和运行。目前该公司希望扩大规模,让更多企业参与进来。到目前为止,Facebook 谨慎地控制加入的企业,要求品牌在入驻平台前完成号码审批。Zendesk 一直试图简化这个流程。

“我们与 Facebook(WhatsApp 的母公司)密切合作,这样就可以获得整合的品牌审批和激活,让号码可以运行。我们现在可以批量为客户设置,在几天时间里运转起来。以往,这样的流程需要几周时间。” 列维坦说。

他还表示,目前当用户通过 WhatsApp 获取客户服务时,只能通过文字消息,而无法使用语音,并且该公司暂时也没有这方面计划。Zendesk 与 WhatsApp 的集成从今天开始在全球范围内可用。


Zendesk puts Smooch acquisition to work with WhatsApp integration

发帖时间: news

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