Tuesday, 02 February 2021 15:42

Zendesk Suite offers 'one with the lot'

By
Zendesk president of products Adrian McDermott Zendesk president of products Adrian McDermott

Customer service software Zendesk has announced Zendesk Suite, bringing all of the company's service capabilities into one package.

Zendesk Suite allows connected conversational experiences across web, mobile, and social channels that work easily out-of-the-box with built in automation, according to the company.

Advanced capabilities include proactive notifications, support for specialised third-party bots, and the ability to perform transactions directly within a conversation.

Zendesk Suite is offered as five plans, ranging in price from $49 to $215 per agent per month when paid annually.

The more limited Zendesk for Support and Zendesk for Sales plans remain available.

"Today's customers demand real-time experiences at a level and pace we've never seen before. Companies cannot take customer loyalty for granted, and using outdated, expensive enterprise software that takes months to get up and running is a thing of the past," said Zendesk president of products Adrian McDermott.

"Businesses need the best possible technology to remain agile and face customers' ever-evolving needs. Within hours, Zendesk can help businesses deliver great customer experiences, with messaging front and centre."

Zendesk's Customer Experience Trends Report 2021 showed a 117% increase in the use of social messaging in Asia Pacific. In 2020, 69% of APAC said they tried a new way to get in touch with customer service, with messaging and bots as the leading choices.

"People today want to connect with businesses the same way they chat with their friends and family — with personal messaging to get questions answered and receive support quickly and conveniently. With more than 175 million people across the world already messaging a business account on WhatsApp every day, businesses of all sizes can deepen their customer relationships and increase their efficiency by turning to messaging to meet people where they want to be met," said WhatsApp partnerships director Kyle Jenke.

"Through partnerships with companies like Zendesk, we're making it easier for businesses to shift their operations online during the ongoing pandemic so they can stay close to their customers even when they're physically apart."


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Stephen Withers

Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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