Zendesk Terms and Tools Questions With
Solutions
What are some of the features of Messaging? - Ongoing conversation history so customers
can move between website and mobile app without losing thread
- Richer messages with images, carousels and action buttons = more engaging
- Automated respo...
What are some of the features of Messaging? - Ongoing conversation history so customers
can move between website and mobile app without losing thread
- Richer messages with images, carousels and action buttons = more engaging
- Automated responses to repetitive questions for 24/7 service and reduced costs
- Manage customers over any channel from one place
- Collect basic customer info with messaging bots for context
- Easily switch channels so agents can quickly follow up on preferred channel.
- Real time conversational interface for agents so they can respond faster
- Deliver instant answers with Flow Builder
- Escalate issues to an agent with the relevant context
What are the benefits of SunCo? 1. Integrate external systems with Zendesk and enable
customers to take immediate action from within the message
2. Add messaging bot partners or bring your own custom chatbot for your unique business needs
3. Proactively reach out to customers with outbound notifications and get ahead of the problem
4. Engage customers and partners in group messages to connect the right people together
, Zendesk Terms and Tools Questions With
Solutions
Why should YOU care about messaging? - reduces costs - makes support teams more
efficient
- has the highest CSAT at 98%
- preferred channel for end-users
- we now have both real0-time and persistent communication
- modern end-user experience, no coding required
- easy to configure bots to fulfill all kinds of workflows
- messaging and other channels all flow into one unified workspace
What is Messaging positioning? New and improved way to deliver rich, modern, and
automated conversational experiences out-of-the-box on websites and in mobile apps.
What is Live Chat positioning? Suite and Standalone: Existing capability for basic chat
support on web and mobile; lacks persistence richness and automation.
What is Social Messaging positioning? Add-on and Suite: For third-party channels like
WhatsApp, Facebook Messenger and LINE
, Zendesk Terms and Tools Questions With
Solutions
What is SunCo positioning? Platform: Extend and customize messaging and social
experiences with APIS
What do you say if customer asks about if Zendesk has an open API? Zendesk has it's
own marketplace of over 800 apps that it can currently integrate with and if you have a different
app in mind we have an open api platform with the ability to build the capabilities for integration
either with our team or with your internal dev team.
What is Productivity Pack? Specific to Support at least professional. Includes:
- Custom ticket forms
- Conditional ticket fields
Pro - $24
Enterprise - Included
Elite - Included
What is the Collaboration Add On? Collaborate with team members with these features:
- Light Agents
- Side Conversations
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