Zendesk Launch Links Brands with Shopper CX Journeys

In the US, customer experience specialist Zendesk has launched a solution called 'Conversational Commerce', to connect brands with shoppers and their experiences throughout their digital journeys.

Zendesk's CX software gives access to billions of interactions - across chat, e-mail, messaging, social media channels, communities, review sites and help centers - enabling businesses to build relationships with their customers. The firm's new Conversational Commerce capabilities enable agents to action abandoned carts, support active carts, inform customers on nearby stock to complete purchases, and share feature promotions.

In addition, agents can use the solution to identify new revenue opportunities by understanding any shopper's complete purchase history, merchandise preferences and browsing journey. Businesses can use AI to automate conversions and recommendations supported by more than 1,400 pre-built apps and integrations that can unify SKU, inventory and location data for product tracking, or connect disparate systems for a '360 view' of the customer.

CTO Adrian McDermott (pictured) comments: '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'.

Web site: www.zendesk.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.