Zendesk has announced Proactive Messages, a platform for delivering proactive conversational experiences and requests.
The solution allows users to scale contextually personalized CX interactions across multiple communication channels.
According to Zendesk's 2023 CX trends report, roughly 77 percent of business leaders recognize that more "profound personalization tools" can benefit CX teams greatly, thanks to improved retention.
Additionally, Zendesk's report claims that 70 percent of consumers complete more purchases from firms that leverage easy-to-use conversational CX experiences - such as a Proactive Messages-ready chatbot.
Proactive Messages by Zendesk also helps users resolve purchase challenges directly via a customer engagement channel.
The Zendesk report says that approximately 64 percent of customers will spend more with a brand if they can resolve issues within a CX channel.
Moreover, the innovation aims to keep customers engaged during the buying journey, significantly increasing customer satisfaction.
Early-adopter Aja Varney, Director of Global Customer Engagement at Spartan Race, spoke on the benefits of Proactive Messages:
By having an agent reach out to customers proactively to address any questions or other obstacles to purchase (or even just say hello!), we determined our Spartan customer was 60 percent more likely to purchase than if we did not engage with them.
"I am extremely excited for this capability to be available within messaging as we switch to offering a more conversational and streamlined experience to our customers," Varney concluded.
More on Proactive Messages by Zendesk
Proactive Messages by Zendesk contains a trove of features for enterprise end-clients to create custom CX services.
For instance, the solution provides users with support for automated processes that analyze user behavior and interaction history. The feature allows the user to update customers automatically with order updates like delays and scheduled maintenance.
Moreover, the service has tools such as custom greetings, guided onboarding, and announcements, which help to drive customer engagement, acquisition, and retention.
Proactive Messages by Zendesk also leverages targeted messages and personalization data - including user events and past interactions - to secure increased sales and conversion rates.
According to Jon Aniano, Senior Vice President of Product of CRM Applications at Zendesk, CX leaders are attempting to balance investing capital into reliable customer support solutions while meeting "high customer expectations." He added:
By adopting a solution of self-service, automation and agent assistance, customers get immediate answers while agents can focus on more complex tasks. Zendesk comes pre-configured so it is easy for admins to schedule when and how often messages will be sent from an agent or bot.
Aniano also said that "it's time" for businesses to realize the value of engaging CX services, like Proactive Messages, due to its rich ability to connect clients and customers.
