Zendesk’s Latest Release: Relay for Optimized Proactive Bulk Messaging

On August 13, 2024, Zendesk, Inc., renowned for its comprehensive AI solution for customer experience (CX), announced the launch of Relay, a new app that provides proactive messaging for businesses using WhatsApp and SMS. Relay enables companies to connect with customers at scale through outbound messages on WhatsApp and manage these conversations natively within Zendesk.

With Relay, customer service teams can:

• Enhance targeting and personalization: Utilize dynamic content and targeted audience data to customize messages for specific customer segments.
• Easily create messaging templates: Administrators can design custom message templates directly within Zendesk and submit them for Meta’s approval.
• Accelerate business outcomes: Improve customer loyalty, satisfaction, and drive higher sales through timely, relevant proactive communication.

“Consumers now expect real-time, personalized communication from brands, similar to their personal experiences,” said Mike Keohane, RVP of Business Development at Zendesk. “By adopting proactive messaging strategies, businesses can meet and exceed these expectations, delivering timely and relevant information through familiar and trusted channels.” Keohane added that Relay will enable Zendesk users to proactively update customers via WhatsApp, providing important information such as incident reports, exclusive invites, and feedback requests.

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Strengthened Partnerships for Superior Customer Experience

Proactive communication through preferred channels like WhatsApp can greatly enhance customer satisfaction and loyalty. According to Forrester Research, such communication can reduce future contact volume by up to 25% and increase customer satisfaction rates by 20%.

By deepening its collaboration with Meta’s WhatsApp and SMS providers like Twilio, Zendesk equips businesses with the tools to significantly improve their CX strategies. This partnership ensures that customer service teams can keep customers informed with crucial updates, preventing them from having to seek out information themselves.