Reach more customers with an easy-to-use WhatsApp integration

AI agents from Zendesk enable WhatsApp support to expand around the clock to provide nonstop service. These bots are pre-trained on billions of customer experience (CX) interactions, so they are useful and effective from day one. You can easily customize them to your specific branding requirements to deliver a consistent experience to all customers.

These intelligent bots can precisely answer questions, thanks to their simple integration with your business’s existing systems, like an FAQ page or a knowledge base. As AI-forward self-service tools, they can also help deliver service at scale without driving up support costs so you can provide service to even more customers.

Deliver great service at scale with Zendesk AI agents.

Infuse intelligence into every interaction with Zendesk AI.

Zendesk AI doesn’t just benefit your customers. Agents, too, can work more efficiently with access to smarter, time-saving suggestions thanks to features like agent copilot.

This proactive, intelligent assistant gives agents guidance in customer service interactions. It uses information like customer sentiment and conversation history to anticipate wants and needs, then delivers personalized suggestions to help speed up responses. This way, agents can resolve queries faster and spend more time on high-value objectives.

Agents can manage conversations quickly and efficiently via WhatsApp. But what if you use other instant messaging software to reach customers in addition to WhatsApp, like Facebook or X (formerly Twitter)? With Zendesk, all your conversations are in one place to help boost agent efficiency.

With this unified, omnichannel view, agents can personalize responses to drive loyalty and retention. They can do this because the Zendesk Agent Workspace pulls real-time and historical context and surfaces that information in a convenient, intuitive interface for agents to review and use as needed.

Discover the omnichannel Zendesk Agent Workspace.

See how Zendesk quality management software can boost CX.

AI-powered tools come with insights that help shape decision-making and prime CX operations for continuous improvement. Take quality assurance (QA) tools, for example. They use AI to examine 100 percent of customer interactions in WhatsApp and all other channels to pinpoint problematic interactions, negative sentiment, and more. Then, managers can take action to correct those instances and improve CX.

Beyond that, analytics capabilities infuse your CX operations with understanding. You can use key customer service metrics like customer satisfaction (CSAT) to see where CX is winning and where it could use some help. Coaching and learning help identify high- and low-performing agents and knowledge gaps so you can steer them to training opportunities or give actionable feedback to deliver better service.

Integrating WhatsApp with Zendesk allows you to streamline communication and provide a more personalized experience. You can send and receive rich media messages for highly engaging conversations, including images, videos, and documents.

To solve customer queries quickly, you can share product information, provide troubleshooting steps, and more via rich media messages. These messages can also be highly personalized, using customer data to create tailored greetings or responses that encourage a response.

Learn how the Zendesk business messaging platform can expand your personalization capabilities.