Zendesk Launches an SMS Channel

Zendesk has released a native SMS support channel, enabling businesses to receive and respond to texts from their customers within Zendesk.

"SMS isn't new, but the rise of on-demand services and an increasingly mobile customer base makes this channel important for businesses," said Ryan Nichols, general manager of Zendesk Voice, in a statement. "SMS lets businesses connect with their customers wherever they are in an extremely personal way. At Zendesk, we’re constantly adding emerging channels so businesses can meet the support needs and expectations of today's consumer."

Zendesk is offering SMS support to any size business to deploy right out of the box. To get started, businesses provision phone numbers through Zendesk and publish those numbers within their apps or on their Web sites. When texts come through, agents views conversations in Zendesk, just as they would email tickets. With Zendesk, all conversations with customers are centralized in one place.

Related Articles

Zendesk has launched Automatic Answers, a feature powered by machine learning to help customers solve their inquiries without having to go through contact center agents. Companies can embed the technology right into their Web sites or mobile apps.

Posted July 13, 2016