WhatsApp Zendesk integration: Simply connect

Zendesk

What can the Zendesk WhatsApp implementation do?

Using the most popular messaging app WhatsApp for support requests is, in addition to using social media, an urgent question that many companies are asking themselves today.

We at Chatarmin have the right answers to these questions through our in-house software platform in conjunction with all your communication channels.

Zendesk's area of expertise in relation to WhatsApp is in communicating with your customers. You can find out what this function can do here in brief:

Your Zendesk account collects all requests from social media and other channels through which your customers can contact you.
The new integration of Zendesk and WhatsApp Business can automatically answer support requests through chatbots.
This intelligent solution from WhatsApp and Zendesk across multiple channels can also be used with dynamic AI.
Manual responses and information can be sent by your agents in the service department.
It is still possible to chat directly with your client via WhatsApp and its buttons, and this can keep a channel open for conversation at any time to optimize order processes.

Is Zendesk useful in support without WhatsApp integration?

If you don't have a WhatsApp Business API, you can still use Zendesk profitably for your channels as a communication tool.

Zendesk not only offers a cooperation with your WhatsApp Business API, but also its own ticket system to support your customers across all departments.

As a customer engagement platform, Zendesk offers you the opportunity to design analyses and reports according to your needs. Each of your departments will find its chance to use the collected data and evaluations.

WhatsApp is not yet necessary for you to automate responses to interested parties. However, if you are considering this for the future of your website functions, then Zendesk is one of the most interesting providers for the possibilities of integrating messaging with WhatsApp in the future.

The advantages of the Zendesk WhatsApp integration from Chatarmin

With your WhatsApp Business API, you can make your Zendesk account even more effective as a tool in the omnichannel support of customer enquiries.

Functions from different channels are combined and you can control everything from a single platform in the future. No matter which app your user asks for information or which account they use for it.

Advertising and sales no longer have to work through a separate WhatsApp account with its own number, which may have confused the connection to your customer.
Using one number, one account for all contacts and information to your customers and channels also provides better opportunities for evaluating different functions.
Messaging is not the be-all and end-all. Zendesk can integrate the integration of your messages via email. This way, the potential or returning guest gets to choose the channels for his or her favorite way to receive information from you.
In addition to WhatsApp and email, your prospect can also solve his or her ticket via chat, Facebook, Twitter or another social media channel to get the information he or she wants.

Who is the Zendesk WhatsApp integration best suited for?

Using Zendesk and WhatsApp messages in combination is interesting for companies that use Zendesk for customer support and want to standardize it across different messaging systems. WhatsApp Business is ideal for this.

WhatsApp is the most popular messaging tool and is useful for collecting phone numbers for new leads, as well as encouraging customers to forward messages about their favorite items to their friends.

Marketing measures, new customer acquisition campaigns and customer service are all collected in one tool. This way, as a business owner, you can keep track of the origin of your contacts and segment your advertising accordingly in the future.

What activities does Zendesk support you with?

Using Zendesk allows you to automate the processing of customer enquiries and to expand your customers' telephone into by far the most important communication channel.

As a customer service software, Zendesk is hardly a secret anymore. The number of people who collect in your database generates new leads. These enable your team to send targeted messages to interested parties when applying for certain articles or promotions.

Instructions for Zendesk WhatsApp integration with Chatarmin

You are also welcome to watch the video tutorial here if you prefer:

First, download the Chatarmin Zendesk App and make sure you fill in all the necessary fields. You can find the necessary values in the settings of your Chatarmin account.

Connect Zendesk

Then, navigate to the Zendesk Connect page of Chatarmin and type in your Zendesk subdomain. For example: chatarmin.zendesk.com

If you now click on “Connect now”, you should receive a success message immediately afterwards

Set up WhatsApp channel in Zendesk

Once that's done, navigate to the Zendesk Admin Center -> Apps and Integrations -> Channel Apps

You should now see “Chatarmin” there. Click on the small cogwheel: Screenshot 2024-08-19 at 20.00.13.png

Then click on Accounts -> Add Account and enter your WhatsApp number (with area code).

Use cases after the successful integration of Zendesk and WhatsApp

One of the most popular features of Zendesk is the use of a knowledge base as a channel for frequently asked questions. The self-service then allows users to find the answers when they have time to take care of their concerns.

Create Zendesk tickets through Chatarmin

Now you can create a flow in Chatarmin and you should now be able to see Zendesk -> Create Zendesk Ticket as a flow action. This is how you forward WhatsApp messages to Zendesk so that you can answer these WhatsApp tickets from Zendesk.

The flow could look like this, for example:

Screenshot 2024-08-19 at 20.08.07.png

Trigger WhatsApp flow when ticket status changes

You can trigger an automated flow when you close/resolve a Zendesk ticket. This way, you automatically send an opt-in request to support leads and then convert them into marketing leads.

Screenshot 2024-08-20 at 13.52.09.png

Zendesk, your omnichannel tool

Since Zendesk's functions work across the board, you can also get analytics and reports on more than one channel for your future planning. Otherwise, you would have to create completely separate strategies for each app or laboriously create tables to merge the insights.

Zendesk's data is the result of its multifunctionality when it comes to customer messaging support. Facebook Messenger, WhatsApp Business and other support options are included in your evaluations.

Zendesk with WhatsApp for more customer satisfaction

Zendesk allows you to operate with a single phone number for your business app and no longer confuse your buyers because messaging and notifications are sent from a different number of your company.

The flexibility to choose your favorite channel for contacting you increases the number of satisfied and returning buyers.

The location of your service agents is not tied to the address of your company, because Zendesk offers a selection of mobile apps. You not only support the convenience of your buyers and new leads, but also ensure the necessary work-life balance of your employees, with Zendesk, WhatsApp Business and Chatarmin as the linchpin of your strategy for a better customer journey.

Zendesk with WhatsApp for your marketing

Comprehensive knowledge of customer expectations and their first point of contact with your shop will ensure that your campaigns are correctly segmented later on.

Zendesk and WhatsApp Business combine all the necessary data in one channel on the Chatarmin interface and make it available to the teams responsible for further increases in sales and ratings for your performance, according to their needs.

Zendesk and WhatsApp for sales and distribution

As a complete solution, Zendesk in combination with WhatsApp Business is suitable as a communication and advertising channel for start-ups as well as for small and medium-sized companies.

As a customer service software, Zendesk stores all the relevant data needed to evaluate target groups, segments or special offers. Today, it is not only helpfulness and answering questions that lead to the success of large online companies, but above all knowledge of their behavior, preferences and habits.

What is Zendesk in general?

Zendesk helps your company to provide your customer service employees with the right tools to improve the customer journey and to transform it into measurably higher ratings for your channel.

Users from your social media accounts, such as Facebook, Instagram or your website, are summarized directly in this support tool with their requests.

This enables you to evaluate the most frequently asked customer questions and also to provide an automated response, for example via chatbots, if you want to relieve your agents directly in live chat.

The idea behind Zendesk?

Support, sales and marketing are departments in which your team is often subjected to the hustle and bustle of everyday life and customer inquiries can even be perceived as annoying if they are not important concerns, such as a purchase.

Zendesk, the idea was born at a beer table, helps you to bring order to this world of chaos. To line up customers and offer service exactly when it is most urgently demanded by your users.

Zendesk is represented in 160 countries with almost 5,500 employees and, including users via Chatarm, supports over 100,000 satisfied companies. It is hard to resist a platform like Zendesk when you want to be professional.

Check out our other WhatsApp integrations: