#ZEN DESK CHAT BOT UPDATE#

Later this year, Zendesk plans to add a WhatsApp integration to Zendesk Sell that captures interactions for the record in Zendesk to be managed, tracked, and reported by sales teams. Analytics tools examine conversational data to determine to staff for agents on different channels that Zendesk users most frequently use to contact the company. New CRM features include automated messaging that extends to messaging apps, including WhatsApp and Facebook. We’re trying to hide as much of this from a business’s customers.” “You might have concepts like tickets and other workflow elements to help organize your processes internally. “We’re trying to capitalize on this evolution of customer engagement, whether in service or a sales perspective,” Gozzo said. Also added were the first of many features that enable what the company terms “conversational CRM,” which combines sales and service customer engagements to manage the customer relationship and sell. Zendesk added features to its CRM package, including sales reps’ dashboards for leads, deals, and calls, with more planned for the coming months. Zendesk also introduced tools for managing employee experience in HR, finance, operations, and IT departments to enable workflows for employee onboarding, dispatching, and training. “We think it’s an important place for businesses to open up and engage with their employees.” “We’ve seen an explosion of team chat, and more and more people are using this,” Gozzo said. This feature, Gozzo said, arose from the shift to remote work during the pandemic. Rather than make employees move out of those chat environments and launch a Zendesk ticket or email, these conversations can take place in Slack and Teams, and HR can record them in their usual Zendesk workflows. While many company departments, such as HR, use Zendesk’s ticketing system in their workflows, employees are on Slack and Teams, said Mike Gozzo, senior vice president of product at Zendesk. Zendesk chats integrate with Slack and Microsoft Teams. ”Īnswer Bot pricing is based on the customer’s plan and several Answer Bot resolutions per billing month. “Zendesk is pretty sophisticated with knowledge bases, so it could more than catch them up. “They want to use these flows to drive conversational engagement, for marketing, sales, and service - it’s more than just eCommerce,” said Kate Leggett, an analyst at Forrester Research. The latest Flow Builder integration enables the Answer Bot to solve common issues and make recommendations, not just point customers to articles or escalate their problems to human agents.

Earlier Flow Builder integrations enabled the Answer Bot to route support tickets to the right agents through multiple-choice questions, knowledge base searches, and relevant content recommendations. When Answer Bot launched in 2017, it was a zero-configuration tool that used AI models based on 12 million customer interactions to organize knowledge base data into answers to common questions from Zendesk users.

Zendesk users who aren’t programmers can automate conversations to orchestrate sales and service conversations, much like they can with Salesforce Flow and Microsoft Power Automate (formerly Flow).

#ZEN DESK CHAT BOT UPDATE#

The customer service chatbot update comes in a new integration with Flow Builder, Zendesk’s low-code, drag-and-drop automation tool. Zendesk released new features for its customer service and CRM platforms, including a low-code update to its flagship Answer Bot that drives its help desk and customer service workflows. Zendesk’s Answer Bot moves past the knowledge base and gets a low-code interface to orchestrate automated conversations.

Zen desk chat bot