Social Messaging in Zendesk: A Long-Term Solution
How does social messaging differ from other styles in Zendesk?
Social messaging in Zendesk supports ongoing conversations over a longer period, unlike other styles that close tickets quickly. This style is ideal for complex or non-urgent issues.
In social messaging, tickets remain open for up to 28 days, allowing customers to return and continue the conversation without starting anew. The ticket status can be set to Pending, On Hold, or Solved, freeing up agent capacity. If a customer responds, the ticket reopens. This style is perfect for long-running issues like disputes or medical discussions.
More related questions
What are the different conversational styles in Zendesk messaging?
Zendesk messaging offers three main conversational styles: live chat, live chat with a returning customer, and social messaging. Each style caters to different customer interaction needs. Live chat is a real-time interaction where a ticket closes…
How does live chat work in Zendesk messaging?
Live chat in Zendesk messaging is a real-time conversation between a customer and an agent, where the ticket closes shortly after resolution. This style is ideal for quick, real-time queries. When a customer initiates a conversation, a new ticket…
What is the live chat with a returning customer style?
The live chat with a returning customer style allows a ticket to remain open for a set period after being marked as Solved, enabling customers to continue the conversation without starting a new ticket. This style is similar to live chat but offers…
When should I use the live chat conversational style?
The live chat conversational style is best for businesses needing quick responses to real-time queries, such as food delivery or taxi services. This style offers an easy transition from traditional live chat, maintaining similar customer and agent…
What are the benefits of using live chat with a returning customer style?
The live chat with a returning customer style enhances customer experience by allowing them to continue conversations without rejoining the queue. This style is beneficial for businesses where customers may have follow-up queries on the same issue….
Why choose social messaging for customer interactions?
Social messaging is ideal for long-running or complex issues that aren't time-sensitive, allowing for ongoing conversations over an extended period. This style is beneficial for issues like disputes or medical discussions, where customers can…
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