Zendesk launched conversational commerce, specifically designed to establish a direct connection between brands and their shoppers throughout the digital customer experience (CX) journey. It will enable them to offer direct support, sales and marketing from within a conversation.
Zendesk has also expanded its collaboration with Shopify as well as Meta’s WhatsApp. It will help them boost the CX strategies of businesses and allow them to build a better shopping experience for their customers.
Now that digital is the new storefront, businesses will be able to use Conversational Commerce, built on our powerful messaging platform, to create a richer, more dynamic and interactive experience with their customers, which will ultimately lead to increased loyalty and revenue.
Adrian McDermott, CTO, Zendesk
Easy Engagement
Shopify’s e-commerce platform and the conversational commerce of Zendesk will enable agents to include checkout processes, promotions and product catalogs in their CX management approaches.
“Shopify is committed to providing merchants with the tools they need to succeed in the competitive commerce landscape. We’re excited to expand our partnership with Zendesk to offer our merchants a simpler way to connect and engage with customers,” Sid Murlidhar, Director of Product Partnerships at Shopify said in a press release.
Buy As You Talk
Meanwhile, the partnership between WhatsApp and Zendesk will give businesses the power to communicate directly with potential customers and provide buying experience without quitting the conversation.
In a press release Adrian McDermott, CTO, of Zendesk said, “While we’ve seen huge shifts in the way people shop over the past few years, one thing has remained constant – people prefer to communicate via messaging. Now that digital is the new storefront, businesses will be able to use Conversational Commerce, built on our powerful messaging platform, to create a richer, more dynamic and interactive experience with their customers, which will ultimately lead to increased loyalty and revenue.”
“Through economic uncertainty, businesses in India need to get smarter about meeting customers where they are. They understand the need for innovative CX to meet customers’ rising expectations, but many fall short when it comes to one area: effective communication with customers,” said Vasudeva Rao Munnaluri, RVP India and SAARC, Zendesk as quoted by financialexpress.com.
Features Of Conversational Commerce
The following are the features of new Conversational Commerce capabilities:
- Personalised Services: It equips companies so that customer service agents can act on abandoned carts, provide support to active carts, and help customers complete their purchases by informing them about the nearby stock. In order to create a delightful personalised experience, agents can even share feature promotions.
- Accelerate Sales: By studying the entire purchase history of shoppers, and their preferred merchandise, agents can find out new revenue opportunities. By analysing their browsing journey, they can make relevant suggestions to customers and increase the overall order value.
- Unified Data: Conversations and recommendations can be automated via AI. Supported by more than1,400 pre-built apps and integrations that can merge inventory, location data and SKU for trouble-free product tracking.
Seamless Shopping Experience
Nowadays customers want uninterrupted online shopping experiences. There is a substantial rise in the desire for seamless shopping processes. Hence, brands are training their staff accordingly. According to the Zendesk 2023 CX Trends Report, 70 percent of buyers want conversational experiences while interacting with businesses. Additionally, 70 percent of online shoppers frequently purchase from brands that provide smooth conversational experiences.
Foot Locker, a footwear company has collaborated with Zendesk to offer a seamless conversational journey for customers across all the channels.
John Wompey, Global VP Omni CX & Voice of the Customer, Foot Locker said, “We’re excited to be partnering with Zendesk to look at new ways to improve the shopping experience across our digital and physical footprint. With Conversational Commerce we hope to provide our customers with an educated buying experience where commercial transactions create an engaging and individual experience.”
About Zendesk
Zendesk claims to be a “service-first CRM company that builds software designed to improve customer relationships,” as per its website. It was established in 2007 by Mikkel Svane, Alexander Aghassipour and Morten Primdahl.
Built and grown in California, Zendesk was conceived in Copenhagen, Denmark. Zendesk help brands empower their sales team members and customer service agents with tools that help them in their job. With over 5000 employees across the globe, Zendesk’s customers are present in 160 countries and territories.
