Zendesk deploys customer service platform on WhatsApp

Zendesk deploys customer service platform on WhatsApp
Photo Credit: Photo Credit: Reuters
8 Aug, 2019

California-headquartered customer service software company Zendesk has deployed business application programming interface (API) connector for WhatsApp that will allow businesses to interact with customers over the messaging platform.

WhatsApp for Zendesk is built on technology sourced from business messaging platform Smooch, which it acquired recently, according to a statement issued by Zendesk.

The ZenDesk API, unveiled at the Zendesk Showcase held in Sao Paulo, integrates messengers like LINE, Telegram, WeChat, Twitter DM and Facebook Messenger.

WhatsApp for Zendesk is available to customers, starting at the monthly rate of $5 (around Rs 354 at current exchange rates).

Zendesk’s programme features a dedicated notification panel, which alerts customer service agents of responses on WhatsApp in the event that messages fail to synchronise on the messaging platform.

Other features on the API include a customisable auto-responder built specifically for WhatsApp and the option to manage customer support conversations.

“As the next evolution of our partnership with WhatsApp, WhatsApp for Zendesk will help Indian businesses embrace this new mode of customer communication faster than ever before, just like we have seen some of the earliest adopters in India do, including crowdfunding platform Milaap and healthcare ecommerce platform 1MG,” said KT Prasad, country sales director, Zendesk India.

Zendesk was founded in 2007 in  Copenhagen and moved its operations to California two years later. The New York Stock Exchange (NYSE)-listed company has a presence in over 17 countries including Bengaluru, Singapore, London and Paris.

The customer service solutions provider has developed software that supports over 40 languages. Its customers in India include the likes of Zomato, Ola and 1MG.

Adrian McDermott, president of products at ZenDesk, told TechCircle last year that the company is undertaking research operations for developing products suited to the Indian market.