Zendesk SMS Widget Provides Instant Service Alerts

Global customer support software provider Zendesk has launched its first two-way SMS messaging solution developed by leading global mobile messaging specialist Dialogue Communications.

Dialogue’s SMS for Zendesk solution allows help desk and customer service agents to communicate ticket updates and service alerts instantly by SMS to colleagues and customers.

Available through the Zendesk help desk software, it enables seamless real-time communication and includes two different SMS products.

The SMS widget is the first Zendesk solution that supports external communication and sending and receiving of SMS messages, while SMS target has been developed specifically for one-way internal SMS alerts and updates.

Dialogue CEO Hugh Spear explained that the newly developed widget offers a real step forward in aiding customer service agents with instant
communication and said it is the latest addition to the Dialogue “SMS for” series.

“What makes the SMS widget for Zendesk so exciting is that it is the first solution to allow customer service agents to communicate two-way not only with internal staff but also with customers in real-time through SMS. We are the only partner that provides a solution, enabling both two-way SMS and external communication,” commented Mr Spear.

He added: “In today’s world, where around 6.1 trillion SMS messages are sent per year and excellent customer service is a must, help desk and support personnel need to have such a reliable solution to hand to deal quickly and effectively with customers’ needs. SMS is also particularly important for those businesses looking to communicate with a younger demographic where SMS contact is preferred.”

The SMS widget for the Zendesk application is an external two-way SMS plug-in that allows both customers and support staff to send and receive
updates through SMS on ticket activity using their mobile phone. The widget also allows remote agents to raise and close tickets by SMS.
Customers and agents can reply to an SMS message to provide feedback or updates to the status of an active ticket, with any changes made being logged against the relevant ticket records.

Access to the SMS broadcast widget also enables large-scale “broadcast” announcements or notifications as required to selected agents, clients or groups.

SMS target is an internal cloud connector that allows agents to create and automate SMS messaging alerts to monitor and track customer tickets and service updates whilst on the move. This means that levels of support service can be maintained through SMS by ensuring timely responses to tickets even when agents are away from their desks.

Zack Urlocker, COO at Zendesk, said: “By using SMS for Zendesk, our customers will benefit from yet another communication channel to deliver a superior customer experience. The easy integration with Zendesk makes Dialogue an innovative solution that further enhances our multi-channel helpdesk product.”

With over 16 years’ industry knowledge and experience, Dialogue already has offices in Australia, UK, South Africa and Singapore, and delivers tens of millions of messages successfully for thousands of companies on a monthly basis across the globe. It uses a range of SMS APIs to enable developers to build in their own SMS integrations as well as offering its own specialised technology to help customers, such as Zendesk, to benefit from using SMS messaging. Dialogue works with market leaders across the world to integrate effective two-way SMS services with other software applications.  

About Dialogue Communications

Dialogue Communications was established in the UK in 1994 with a mission to bring the best mobile messaging solutions to businesses globally. Dialogue uses its own technology to help customers to benefit from using SMS and works with market leaders to integrate effective two-way SMS with SaaS applications. With offices around the world, Dialogue now delivers tens of millions of messages for thousands of companies on a monthly basis. Info: www.dialogue.net/sms-for-zendesk.

About Zendesk

Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 10,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Info: www.zendesk.com.

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