Today, Zendesk, Inc. announced the launch of its new Conversational Commerce capabilities at its flagship global conference, Relate. The new capabilities are designed to help businesses create a more human-first mindset in customer conversations, and provide direct support, marketing, and sales all from within a conversation.

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The Conversational Commerce capabilities equip companies with service personalization, sales acceleration, and unified data at scale. Agents can action abandoned carts, support active carts, inform customers on nearby stock to complete purchases, and share feature promotions in the moment to create personalized experiences. Additionally, agents can identify new revenue opportunities by understanding any shopper’s complete purchase history, merchandise preferences and browsing journey to drive new options through rich product recommendations for cross-sell and upsell, increasing overall order value.

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“While we’ve seen huge shifts in the way people shop over the past few years, one thing has remained constant – people prefer to communicate via messaging,” said Adrian McDermott, CTO, Zendesk. “Now that digital is the new storefront, businesses will be able to use Conversational Commerce, built on our powerful messaging platform, to create a richer, more dynamic and interactive experience with their customers, which will ultimately lead to increased loyalty and revenue.”

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To further enhance businesses’ CX strategies and empower them to create a better shopping journey for their customers, Zendesk is deepening its partnerships with Meta’s WhatsApp and Shopify. The combination of Zendesk and Meta’s WhatsApp will give businesses the ability to communicate with customers and offer a buying experience without ever having to leave the conversation. Zendesk’s Conversational Commerce and Shopify’s ecommerce platform allow agents to incorporate product catalogs, checkout processes and promotions into their CX management approaches.

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Customer expectations for seamless purchasing processes are rising, and businesses are increasingly training their support agents to take on revenue generation activities. According to the Zendesk 2023 CX Trends Report, 70% of customers expect conversational experiences when interacting with brands, and 70% of customers purchase more from companies that
Sources: https://www.cxotoday.com/press-release/zendesk-launches-conversational-commerce-to-deliver-seamless-more-personalized-shopping-experiences/