Conversational Automation Becomes Smarter: Snaps Now Available on Zendesk Marketplace

Snaps announces its availability on Zendesk App Marketplace

Snaps, the conversational automation solution for ecommerce, announced its integration with Zendesk yesterday. The app will now be available on Zendesk’s App Marketplace. 

The integration will provide Zendesk Chat and Support customers with NLP-powered commerce and care automation solutions that can help their customers shop for products, get answers to frequently asked questions, look up the status of an order, initiate a conversation in SMS and, if necessary, be seamlessly connected to talk with a live agent. Before being handed off, Snaps’ solution is able to automate the initial steps of a service inquiry, enabling a more efficient experience for both agents and customers.

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“As we further our mission in supporting eCommerce organizations to adapt to sudden online growth, Snaps is thrilled to work with Zendesk,” said Snaps CEO Christian Brucculeri. “Snaps’ participation in the Zendesk App Marketplace further extends our commitment to the Zendesk community and enables customers to easily reap the benefits of the #1 conversational automation platform. We look forward to leveraging the power of the Zendesk Support Suite to help eCommerce brands achieve their business goals.”

The Conversational Automation Imperative for Brands

COVID-19 prompted customers to make a sudden shift to ecommerce and brands have followed suit by increasing their investments to serve customers where they are. However, most brands who have made the move to ecommerce still rely on slow, traditional channels such as email and phone to communicate with customers. This translates to a poor customer experience (CX).

According to Forrester, 77% of US customers say that valuing their time is the most important thing a company can do to provide them with good service. Similarly, a Harris poll found that 81% consumers in the US find it frustrating to be tied to a phone or a computer to wait for customer service help. 

To adapt, leading ecommerce retailers have turned to the combination of highly-intelligent automation and conversational channels as a way to provide always-on assistance that converts online visitors into loyal customers. 

For example, brands like Amazon, Airbnb, Dirty Lemon and Fabletics each have leveraged conversational automation to reinvent online customer engagement and provide premium shopping experiences with instantaneous and always-on interactions, intelligent personalization, and support through messaging channels like SMS and Facebook Messenger, or some combination of each of these features.

The availability of Snaps’ solution on the widely popular Zendesk Marketplace will help brands address gaps in their customer experience with better personalization and actionable insights. What’s more? Brands using conversational automation typically see 2-3x higher sales conversions, rapid improvements in agent efficiency, and lower annual customer support budgets. 

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“Snaps provides a huge opportunity for our partner community,” said Jerome Agnola, director of Technology Alliances at Zendesk. “Snaps’ commitment to innovation with the Zendesk Platform ensures that our mutual customers receive best-in-breed automation solutions that are reinventing digital customer experiences, and driving to better agent efficiency and customer satisfaction.”

While some of the ecommerce growth that retailers have experienced in 2020 is temporary, the baseline for ecommerce volume will be forever elevated. In the U.S., overall ecommerce sales are projected to grow by 18% by the end of 2020. To be prepared, retailers must adopt the necessary tools and systems that maximize both efficiency and quality of service.