Highlights:

  • With the funding, Alliants will tighten its integration with Zendesk and build several value-added solutions.
  • Four Seasons Hotels and Resorts was one of the first to implement Alliants and Zendesk’s technology.

Zendesk, Inc., the worldwide customer experience software firm, has invested a minority share in Alliants, the user experience technology specialist. With this investment, Alliants will be able to speed up delivery of high-touch personalized service with the help of messaging and conversational Customer Relationship Management (CRM) solutions built on Zendesk’s robust platform. With this, it aims to enable the world’s most renowned brands to be more customer-centric through a messaging-first approach.

Alliants’ current Customer Experience Platform blends lightweight customer messaging with concierge capabilities, allowing contactless communication between enterprises and their customers across hundreds of messaging channels. With the funding, Alliants will tighten its integration with Zendesk and build several value-added solutions on top of Zendesk, such as message insights.

Along with Zendesk, Alliants is also developing a consulting practice to help customers across sectors get the most out of their customer experience technology investments.

Four Seasons Hotels and Resorts was one of the early adopters Alliants and Zendesk’s technology to revolutionize its digital customer experience and establish award-winning App and Chat services. From ordering an in-room meal to demanding a morning newspaper, scheduling a spa treatment, planning once-in-a-lifetime adventures in the world’s most intriguing locales, organizing transportation, or securing a hard-to-come-by dinner reservation, every moment of the stay at Four Seasons is now seamlessly curated in one place – all while in contact with a concierge on-call.

The Four Seasons Hotels’ Chat is powered by Zendesk’s Sunshine Conversations, a market-leading Application Performance Interface (API)-based conversation framework that helps organizations to utilize today’s most popular social media, as well as a completely customizable messaging widget, to directly communicate and deal with consumers.

Experts’ view

“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 & founder, Alliants. “Our shared mission with Zendesk is to put conversations at the heart of the customer experience, and help companies fulfil 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.”

“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, Zendesk and Alliants will help our customers stay in touch, better understand and more effectively serve their customers in the way that’s most organic and convenient for them.”