Customer service software provider
Zendesk revealed that it has acquired Montreal based Smooch the company behind
an eponymous business-to-customer messaging platform, for an undisclosed sum. Zendesk
also took the wraps off WhatsApp and Slack integrations and announced new apps
available through its Zendesk Marketplace.
For the uninitiated, Smooch’s
AWS-hosted suite collates messages across web, mobile, and social messaging and
combines user activity and existing profile data, enabling admins to create
more tailored experiences. With Smooch’s embeddable software development kit
and APIs for Android, iOS, and the web, a hotel, for instance, could give
guests the ability to ping staff on-property, and an online retailer could
manage issues like incorrect shipments and returns across channels.
Smooch supports speech on popular
voice assistants, like Amazon’s Alexa and Google Assistant, along with text on
WhatsApp, Facebook Messenger, Line, WeChat, Telegram, Twitter DM, Viber, Kakao
Talk, SMS, and Rich Communication Services (RCS). Zendesk notes that Smooch has
the distinction of being one of the largest providers of WhatsApp Business
integration, which allows organizations to manage and send non-promotional automated
messages to customers — like appointment reminders, shipping info, or event
tickets — for a fixed rate.
Thanks
to Smooch, Zendesk says that customers in its early access program can now
reach users directly through Chat, its live chat solution for mobile and the web.
Smooch brings real-time push notifications, as well as standard messaging
features, like typing indicators, timestamps, cloud message storage, media
support (for emojis, GIFs, images, videos, and file attachments), and read and
delivery receipts.
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