(formerly Smooch.io, now part of Zendesk—”Zendesk Sunshine”)
Customer Service: Messaging applications (MES)
Scope: Specialized (SPC)
System: Cloud-based (CLD)
- Sunshine Conversations provides a “messaging platform for conversational business.”
- The platform lets a company unify messages from every channel into a single conversation, and build interactive messaging experiences across social, web, and mobile messaging.
- It goes beyond live chat with bots and integrated apps.
- Outbound messaging is an option.
The Sunshine Conversations platform grew out of Smooch, a Montreal-based startup that joined the Zendesk family in May 2019.
With more than 5 billion accounts worldwide, messaging apps like Facebook Messenger, WhatsApp, and WeChat have become a major option for businesses to connect with customers. The Sunshine platform is designed to manage conversations that can continue automated chats over multiple messaging channels.
The technology goes beyond simple live chat by using AI, bots, and integrated apps for conversational business at scale. A unified conversation can be shared across sales, support, and marketing. It allows building or integrating outside bot platforms to capture customer information, automate interactions, and scale conversations.