Zendesk has released a new tool, proactive messages, to help brands reach out to customers with more meaningful, contextual, timely and personalised interactions.

It provides proactive support by offering automated self-service based on user behaviour and interaction history, as well as show delays on product delivery and scheduled maintenance.

Proactive messages can drive customer engagement, acquisition and retention with custom greetings, guided onboarding and announcements, while targeted messages based on user events and past interactions can help increase sales and conversion rates.

“CX leaders are balancing the cost of providing good service with the reality of high customer expectations,” Zendesk senior vice president of product – CRM applications, Jon Aniano said.

“By adopting a solution of self-service, automation and agent assistance, customers get immediate answers while agents can focus on more complex tasks. Zendesk comes pre-configured so it is easy for admins to schedule when and how often messages will be sent from an agent or bot.”

Zendesk has also made messaging available to more companies by adding Sunshine Conversations to all customers using the Zendesk Suite. For example, brands can use Sunshine Conversations to send proactive messages to many customers at the same time — such as notifying about major service disruptions or marketing current product promotions.

“It’s time to realize the value of a proactive approach for connecting with customers and adding value to the conversation,” Aniano added.

“By getting ahead of service issues before they happen, companies reduce operational costs and avoid damaging their brand reputation as customers are unafraid to call out poor CX. For example, notifications about shipment delays or recommendations for replacement products have the potential to lead to increased customer satisfaction and a measurable impact on revenue.”