What you need to know about Zendesk Sunshine Conversations

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The Sunshine Conversations Cloud is a software platform which empowers your customers to reach out to your business across popular messaging apps and enables them to engage in interactive conversational experiences.

Your customers can connect to your business via integrated messaging channels using your favourite systems, bots and other tools. Helpdesk interaction is turned into a distinguished experience with automated conversations using bots. 

Customers today use chatbots for a variety of reasons, including checking if they have COVID-19 symptoms or finding the perfect shirt colour. Businesses leverage conversational Artificial Intelligence (AI) to get closer to their customers and Gartner predicts that 70 percent of customer interactions will involve emerging technologies such as machine learning, chatbots, and mobile messaging by 2022.

Zendesk Sunshine Conversations comes with a set of benefits like:

• One conversation on all channels
  With Zendesk Sunshine Conversations, messages flow to where your customers already are, regardless if they are using popular social messaging channels like Facebook Messenger or WhatsApp. No matter where the conversation takes place, a single conversation record is kept across all channels to ensure a unified experience.

• Modern messaging across any application
  Sunshine Conversations comprehensive development packages enable to deliver branded content on web and mobile and fully integrate messaging into your software products. Stepping outside of the traditional session-based chat which doesn’t provide any context about historical interactions with a customer, modern messaging is asynchronous, sessionless, and persistent. With Zendesk Sunshine Conversations modern messaging, customers and businesses can respond at their earliest convenience.

• Scaled interactive user experience
  You can leave simple text behind with Sunshine Conversation and deliver rich interactive messaging with AI orchestration of conversations, automated agent interaction and integrated apps that drive users towards actions like payment, booking or browsing your catalog. Messages initiated by a business containing emoticons are more likely to get a response compared to those that don’t. This way, businesses increase customer engagement and brand affinity.

• Keep customer conversations in a shared environment across your business
  Sunshine Conversation enables your organisation to access a single view of the conversation with customers. Share a single and continuous flow with every team in your business by using a unified API and native connectors to popular applications like Zendesk or Slack.

• Increase customer satisfaction
  Sunshine Conversation is here to reduce friction and increase response rates in satisfaction surveys by making it easier and more intuitive for users to engage.

Zendesk Sunshine Conversations is built for enterprise-grade software and global scale incorporating robust uptime SLAs, active 24x7 monitoring and redundant messaging infrastructure built for resiliency and high-availability. Also, the platform is  architected to make it simpler for you to comply with GDPR by including features that will help you respect your GDPR obligations.

Your business needs integration with popular messaging applications like Facebook Messenger, WhatsApp, Viber, Twitter or WeChat? Sunshine Conversations offers native SDKs for Web, iOS, and Android.

However, if you are looking for a bot, Sunshine Conversations is not a bot platform. But many customers build their own bot or integrate third-party bots into the messaging experience. The benefit of building on the Conversations platform is the included intelligence and the possibility to switch conversations between a bot and a live agent.

Do you need help integrating your messaging channel to Zendesk, building an automated flow or a Chatbot? I can help with that. Click that big red button below and schedule a call with me.