Zendesk has unveiled new solutions that put conversations at the centre of customer relationship management, while announcing a new employee experience offering to help companies transform internal operations and create the best hybrid work experience. 

“The last few years have made it obvious that digital is the front door, convenience is paramount and relationships are anchored in conversations. Zendesk is helping businesses embrace this new generation of conversational customer relationship management and turn customer service into an engine for growth,” Zendesk CEO and founder, Mikkel Svane said.

Zendesk’s approach to conversational CRM connects and integrates front and back offices to not only enable the front office to provide support, but also to provide a full range of intelligent, real-time data and services for customer engagement.

Recognising that customers want to engage on their terms and on their preferred channels,

Zendesk now offers conversational automation with more sophisticated bots for messaging apps such as Facebook Messenger and WhatsApp; omnichannel routing to ensure conversations are automatically routed to the right agent; conversational data orchestration that connects processes, event data and custom logic; analytics to turn conversations into revenue with data-driven insights, and conversational channels in Zendesk Sell starting with WhatsApp.

Zendesk’s latest employee experience offering builds on over 15 years of customer service and brings together the Zendesk Suite with additional capabilities like integrated self-service, easy to use case management and Zendesk professional services.

With this offering, Zendesk gives employee support teams a single source of truth for HR, finance, operations, IT and other support teams; a way to remove repetition, friction and unnecessary administrative processes, and the insights to understand trends and emerging issues to improve the employee experience.