Zendesk has launched Relay, a new app that enables companies to leverage proactive messaging using WhatsApp and SMS. Companies can use Relay to connect with customers and manage all conversations natively in Zendesk.
Available in the Zendesk marketplace, Relay offers a host of features such as improved targeting, personalization, and messaging templates. Companies can add dynamic content and use targeted audience data to create messages for specific audience.
“Consumers now expect real-time, personalized communication from brands, akin to what they experience in their personal lives. By adopting proactive messaging strategies, businesses not only meet but exceed these evolving expectations, delivering timely and relevant information through channels that customers already use and trust. Relay will allow companies using Zendesk to proactively contact their customers through WhatsApp, to provide important updates that they might not be aware of. This can include examples such as reporting incidents, invites for exclusive opportunities, and requests for feedback on services or products,” said Mike Keohane, RVP of Business Development at Zendesk.
Proactive communication through preferred channels like WhatsApp can greatly enhance customer satisfaction and loyalty. According to Forrester Research, this approach can reduce future contact volume by up to 25% and boost customer satisfaction by 20%. Zendesk, by strengthening its partnership with Meta’s WhatsApp and SMS providers like Twilio, equips businesses with tools to improve customer experience by keeping customers informed proactively. Zendesk Relay facilitates the adoption of an outbound communication strategy that is both efficient and customer-centric.
