Until now, users could only start a conversation by submitting a request—even those still deciding or having pre-sales questions unrelated to a specific project.
This meant that even general inquiries had to be asked within an existing request or through submitting a “free request”—if you had one set up, of course.
We knew this wasn’t the most convenient way to communicate.
That’s why we’ve been working hard to make your Zendo experience even better and are excited to introduce Messages—a new feature that lets you chat with your clients and their teams freely, without the need to submit a request.
In this blog post, we’ll explore how Zendo’s newest Messages feature can transform your client interactions and streamline your workflow.
What’s New?
Naturally, Messages include all the basics: sending, searching, sorting, and tracking unread messages, as well as notifications for your communications. But what else have we prepared for you?
Chat With Clients Before They Buy
How does it work?
When a client creates an account, a chat is automatically created. This allows you to answer inquiries quickly, offering potential customers the chance to ask about your services or pricing.
Why is it important?
Smooth pre-sales communication can lead to faster decisions and increased sales. Direct engagement helps clarify any doubts and speeds up the decision-making process. When clients feel heard, they’re more likely to choose you over your competitors. In fact, 66% of people say they’ve stopped dealing with a company and moved to a competitor due to poor business communication skills.
What should you do?
Ditch the back-and-forth emails and engage with potential clients directly in real-time. Encourage clients to use the chat for any questions, and respond promptly to build trust.
Chat With Your Client’s Organization Members
How does it work?
As we mentioned above, a chat is automatically set up when a client is added. Now, with the Messages feature out, as the client sets up their Client Organization and adds organization members, their individual chat seamlessly transforms into a group chat.
Why is it important?
Managing individual communications with multiple team members is time-consuming and can lead to serious miscommunications. As a matter of fact, one in three people believes that communication with clients and co-workers has become more of a challenge in the past 12 months.
Group chats in Zendo centralize all discussions, updates, and decisions, reducing the complexity of managing multiple conversations. This not only saves time but also minimizes misunderstandings, ensuring that everyone is on the same page.
What should you do?
Use the group chat to communicate with your client’s entire organization beyond just project-specific topics. Leverage this space to share updates with the whole Client Organization or engage in off-topic conversations. It’s a great place to share industry news, helpful resources, or even light-hearted content like memes.
Broadcast Important Updates
How does it work?
Use Zendo’s Broadcast feature to send a single message to all or selected clients simultaneously, without copying and pasting. You can include files and highlight messages with a blue background to make them stand out.
Why is it important?
Manually sending messages to each client is time-consuming and risks missing someone. Broadcasts streamline this process, ensuring all clients are equally informed, which builds trust and transparency. Regular updates prevent misunderstandings and ensure clients know about changes that may affect them.
Studies show that 65% of customers are more likely to stay loyal to a company that shares regular updates. Moreover, consistent communication can increase customer satisfaction by up to five times. This proactive approach not only saves time but also strengthens client relationships and boosts satisfaction rates.
What should you do?
Utilize broadcasts for announcements like new features, policy changes, or critical updates to demonstrate professionalism and ensure everyone receives the information simultaneously.
Add & Remove Chat Participants
How does it work?
Zendo gives you full control over chat participants, letting you add or remove client’s team members as needed.
Why is it important?
Managing chat participants ensures that everyone who needs to be informed is in the loop, while unnecessary participants aren’t overwhelmed with irrelevant information. Effective communication is crucial for project success.
Studies indicate that 70% of project delays are caused by communication breakdowns, often due to irrelevant or missing people being involved. Additionally, effective communication with the right participants can increase project success by 50%.
When communication includes the appropriate people, decision-making is faster, and collaboration is more effective as any irrelevant distractions are minimized.
What should you do?
Regularly review and adjust chat participants as your project evolves. Add new members when their input becomes relevant, and remove those who have completed their part.
Upload Files
How does it work?
Previously, sharing files was tied to specific requests and concrete projects, which could be restrictive when you needed to share general information or resources.
Now, with the ability to upload files in a chat not associated with a specific request, you can share necessary materials during pre-project discussions, general inquiries, or ongoing support without jumping through additional hoops.
All file formats are allowed. You can share images, documents, spreadsheets, and more. The only restriction is the number of files shared in the message at the same time: 15 files per upload. The limit on your files’ weight depends on your current plan.
Why is it important?
Efficient file sharing is crucial in any collaborative environment. Research shows that employees spend up to 19% of their time searching for project information, which can significantly hamper productivity. Additionally, around 83% recreate existing documents because they can’t find them, leading to wasted time and resources.
What should you do?
Instead of sending separate emails with attachments or via external apps, use your chat to share all relevant files and encourage your clients to do the same.
Conclusion
If you haven’t tried Zendo yet, now’s the time to give it a try! You can sign up for a free trial or free forever plan to take it for a test drive, and test the workspace without any time limits and/or just use the sandbox mode to play around and see how it works for you.
Need help or have questions? Check out our knowledge base or watch tutorial videos on YouTube to see it in action. Feel free to chat with us on Discord or reach out directly—we’re here to help.
Give Messages a go, and let us know what you think!
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