Insights from Messaging Experience - Frequently asked questions
Frequently asked questions
What improvements are planned for Zendesk's messaging experience?
Zendesk is actively working on several improvements to enhance the messaging experience. Key areas of focus include removing or raising the step limit from 2,000 by introducing reusable answers, improving the closing inputs to reduce 'bot…
How is Zendesk addressing the issue of agent anxiety with messaging?
Zendesk is aware of the agent anxiety caused by the expectation of an 'always on' human presence due to the messaging widget. To address this, they are considering changing the 'Transfer To Agent' step name to 'Create Ticket'. This change aims to…
What is Zendesk's solution for counting MAU when a visitor opens the widget?
Zendesk has proposed a workaround for the issue of counting a Monthly Active User (MAU) when a visitor merely opens the widget without interaction. The suggested solution is to use proactive messaging instead of the bot for initial greetings. This…
What are Zendesk's plans for omnichannel messaging?
Zendesk sees omnichannel messaging as the future and is encouraging customers to transition from live chat to messaging. They acknowledge the challenges customers face during this transition and are committed to helping find solutions to any…
How is Zendesk improving the management of messaging flows?
Zendesk is addressing the need for better management of messaging flows by introducing the ability to export and import configurations. This feature will serve as a workaround for a version-controlled system, allowing users to see previous…
What new features are available in Zendesk's messaging dashboard?
Zendesk has introduced a messaging data set in Explore, offering real-time dashboard viewing and drill-down capabilities. This new feature allows teams to understand agent utilization and customer conversations more effectively. Additionally,…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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