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Alliants and Zendesk: Empowering companies and customers to create connections

Publié 24 mars 2022

Alliants, the customer experience technology specialists, wants to enable the world’s most revered brands to be more customer-centric with a messaging-first approach. Zendesk shares this vision, and recently secured a minority stake investment in the company to help accelerate Alliants’ delivery of high-touch personalized service through messaging and conversational CRM solutions built on Zendesk’s powerful platform.

“Messaging is now the default way we communicate with our family and friends, but messaging experiences with brands are often uninspiring and can be unsatisfying,” said Adrian McDermott, chief technology officer, Zendesk. “Alliants’ commitment to delivering superior messaging solutions is closely aligned with our mission of making it easier for companies and customers to create connections. Together, we will develop solutions to help businesses stay in touch, better understand and more effectively serve their customers in the way that’s most organic and convenient for them.”

Alliants’ existing customer experience platform combines lightweight customer messaging with concierge capabilities, which enables contactless communication between businesses and their customers effortlessly over hundreds of different messaging channels.

Through this investment, Alliants will more tightly integrate with Zendesk, and develop a number of value-added solutions on top of Zendesk, including messaging insights. Alliants is also building a consulting practice alongside Zendesk to help customers across all industries maximize the benefits from their investments in customer experience technology.

“Today’s customer expects more than good service, they expect an experience. This is becoming increasingly true whether you’re a last mile delivery company or a six-star eco resort,” said Tristan Gadsby, CEO and founder, Alliants. “Our shared mission with Zendesk is to put conversations at the heart of the customer experience, and help companies fulfill their goals, just like we have for Four Seasons Hotels and Resorts, Nobu Hospitality, DHL and many other global brands synonymous with delivering exceptional experiences.”

The Four Seasons’ Way
In fact, Four Seasons Hotels and Resorts was an early adopter of Alliants and Zendesk’s technology to transform its digital guest experience and launch its award-winning app and chat services.

Every moment of a Four Seasons stay can now be seamlessly curated in one place from start to finish via its app — from ordering an in-room meal to requesting a morning newspaper, reserving a spa treatment, booking once-in-a-lifetime adventures in the world’s most captivating locales, arranging transport or securing a hard-to-come-by dinner reservation — all while in contact with an on-call concierge.

The Four Seasons Hotels’ Chat is built on Zendesk’s Sunshine Conversations, a market leading API-based conversation platform that enables businesses to leverage today’s most popular social channels, as well as a fully customizable messaging widget, and directly interact and transact with customers.

“Zendesk will help us scale and transform customer experiences in industries that have historically lagged the market in customer engagement and messaging. It also reinforces our desire to be the world’s leading customer experience company,” said Gadsby.