A consistent user experience and simplified controls allow agents to be more productive by reducing context switching while still meeting the needs of all customers. The new unified Agent Workspace gives agents the context they need to respond to customers across any channel without having to log in or monitor separate web, mobile, and social channel conversations. By providing support wherever your customers are (omnichannel) and with conversation persistence, the customer never has to repeat themselves to a new agent or when they contact you through a different channel. Connect customers with a local storefront for more personalized and hands-on service.Proactively message customers on WhatsApp or SMS new items, discounts, or rewards to build brand loyalty.Help customers add items to their shopping cart and/or facilitate a complete purchase transaction.Enable agents to recommend additional products to customers.Here are just a few examples of ways you can apply messaging that don’t fall into the service landscape: Sunshine Conversations can be used for all types of use cases - not just support. You can even include this additional data into your Agent Workspace tickets, for a more complete picture of your customer and their issue. If there is information from other business systems that you want to be able to access within messaging, Sunshine Conversations APIs can also help you bring in (or update) data from those systems. You can also add additional capabilities, such as rich content (like carousels, maps, seat selectors, etc.) directly into your messages that can provide a more engaging experience for your customers. With Sunshine Conversations, you can change the colors, size, and shape of the widget. However, be aware that access to some of these advanced features may mean additional usage costs as well as require some coding to get things exactly the way you want it. Sunshine Conversations is the underlying platform that messaging is built upon, and this additional access can be leveraged to customize your messaging experience at every level. If you want a more customized experience than messaging offers out of the box, you can consider adding on Sunshine Conversations capabilities to your messaging solution. Pull in relevant details by integrating with over hundreds of apps in the Zendesk App Marketplace, ranging from workforce management to agent productivity, to have a unified view of the customer issue and offer fast assistance. Quickly update ticket forms and fields across channels, or assign a team member to quickly transfer a conversation. See when a customer is typing a response via messaging, or when a new WhatsApp message comes in. Be notified about incoming messages and respond in real-time across email, chat, phone and messaging. Connect your internal Slack group and you can contact others in your business to ask them questions or get their assistance on a tough issue. The Agent Workspace will automatically bring up details about the user you are currently messaging with, along with their past conversation history and interactions with other agents. When conversing with a user via messaging, agents can send an email update or call the user without having to leave the workspace.
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