Salesforce and Zendesk Modify Communication of Brands with Customers via Facebook Bots

By CIOReview | Wednesday, April 27, 2016
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Christopher Lawless, Director, Sales Force Excellence, Interline Brands, Inc.

Christopher Lawless, Director, Sales Force Excellence, Interline Brands, Inc.

FREMONT, CA:  Facebook has recently unveiled its messenger bots especially designed for developers.  Salesforce and Zendesk have already started implementing the messenger platforms for developing  new products that eliminates the messenger traffic on the company’s platforms.

New Salesforce Messenger endows customers a single platform to interact directly with brands. In a TechCrunch article, Ron Miler reports  that the Salesforce platform  effectively improves communication process via simple chatting such as direct chat opportunity to the authority  while customer suppose to miss the deadline. Based on the improvement on communication within sales, marketing, and services the company has developed its platform offering. The product expansion of Salesforce will improve the communication procedures of customers and brands through recording the shared conversations while customers make calls, messages or email the company.

In addition, the published report by Miler highlights that Zendesk has also unveiled a new messenger product as Zendesk Message. Customers can get an automated response during their interaction with brands through the customized messenger. While swiping quickly between message threads customers can view their messenger interactions on a timeline and identify the interaction nature through a CSR perspective.

 “Today’s businesses must meet customers wherever they are and combine the personal touch of human interactions with the convenience of automated activities through bots”, says Royston Tay, General Manager of Messaging, Zendesk.

The newly developed messengers Platform of the two companies’ offers new send/receive API where bots can work beyond texting only. It will be capable to respond instantly with structured messages including images, links and call to action buttons. Users can book restaurants, flights and also review their e-commerce order and more by exploring the messenger activities. Its unlocked ability to provide customized, cost effective interactive communication will offer customers with the experience to feel the same comfort level as talking to a human customer service or sales representative executive.