Keep customers informed.
Be ready when they reply.
Already using Zendesk? Add targeted service announcements with CXBOX HUB and connect customer replies with your existing support process.
Share planned maintenance, changed opening hours or service instructions with a selected audience. Reduce repeated one-to-one updates while your team continues individual questions in Zendesk.
For service operations, customer experience and support teams. Developed by DEMETER ICT.
Tell customers what is changing.
Make it easy to ask what it means.
Proactive service updates keep customers informed about planned changes before they need to ask. Use CXBOX HUB messaging campaigns to send a prepared announcement to a selected audience. Continue individual questions through your configured Zendesk customer service process.
One service change should not mean
the same message sent all day.
Your team sends updates one by one.
Staff copy the same announcement into separate conversations instead of preparing one campaign for a selected group.
Too many customers get irrelevant updates.
A broad announcement creates confusion when the change applies only to a particular service group or location.
Replies need a clear owner.
Customers ask about their own situation. The team needs an agreed process for continuing those questions in Zendesk.
Start with the updates you already send.
Scheduled maintenance
Explain a planned maintenance window, what customers should expect and how to contact support.
Opening hours and temporary closures
Notify the relevant audience about holiday hours or a temporary branch closure.
Changes to a service process
Share updated instructions, support arrangements or a new way to request assistance.
Holiday service cutoffs
Communicate a deadline and next steps to contacts selected from your available records.
Audience selection uses recorded attributes or a checked imported list. HUB does not automatically determine who is affected by a service change.
A relevant audience.
One consistent announcement.
Choose contacts using available recorded attributes or an imported list. Prepare a clear service update in CXBOX HUB and send it through a supported, configured messaging channel.
- Confirm who needs the update.
- Include the change, timing and next step.
- Review the message and recipient group before sending.
Business value: spend less time repeating the same announcement and keep the information consistent.
Channel availability, recipient eligibility and sending requirements depend on your connection and setup. Sending does not guarantee delivery or reading.
When an update raises a question,
your service team can continue.
A customer replies to the maintenance announcement: “Will support still be available?” Continue the question through your configured Zendesk support workflow instead of treating the campaign as the end of the journey.
- Confirm how campaign replies reach the service team.
- Use Zendesk assignment to determine ownership.
- Send a subsequent announcement when your team has updated information.
Business value: give customers a clear way to ask for help and reduce manual coordination between outreach and service.
Switchboard conversation handoff is relevant when control must move between HUB, a bot or another conversation system and Zendesk. Ordinary inquiries already reaching Zendesk can follow the existing process.
Which update is your team
still sending one customer at a time?
Bring us one announcement, the intended audience and your current reply process. We can discuss a practical starting scope.
Add outreach around the service
foundation your team already uses.
Select and send.
Use targeted messaging campaigns to prepare announcements for a defined audience through supported connections.
Continue individual support.
Keep service ownership and customer questions within your Zendesk customer service process, with the reply path configured for your channels.
Make the process work.
Align audiences, messages and handoffs with CX process design and Zendesk implementation services. Review integration needs before committing to a scope.
Evaluate the benefit: compare preparation and sending time, repeated questions, campaign replies and the time it takes to assign follow-on conversations. Review available channel engagement data alongside your Zendesk service metrics.
Prove one update before expanding.
Choose an announcement.
Pick a recurring update with clear recipients and an agreed service response.
Check data, channel and replies.
Validate the audience, prepare the message and test sending and the route into Zendesk.
Measure effort and follow-on questions.
Review the workload and customer questions. Refine the process before adding more announcement types.
Need updates triggered by another system?
Automatic incident detection, affected-customer identification and event-triggered messages require the relevant source data and an appropriate integration. Discuss integration requirements with DEMETER before defining the workflow.
Considering Zendesk rather than using it today? We can plan the customer journey and Zendesk implementation together with your service-update requirements.
Proactive service updates: FAQs
What does CXBOX HUB add to Zendesk for proactive service updates?
CXBOX HUB adds targeted outbound messaging campaigns around your Zendesk service operation. Your team selects an audience, sends an announcement and handles individual questions through the configured Zendesk reply process.
Can we use this with our existing Zendesk setup?
Yes. Start by reviewing your current channels, audience records and service workflow. The scope depends on the connections and reply handling required; the goal is to build on your existing Zendesk operation.
Can we send service updates through WhatsApp or LINE?
Supported channels and campaign formats depend on the connection and configuration. We review your proposed WhatsApp or LINE use case, recipient eligibility and channel sending requirements before confirming the setup.
How do we select the right recipients?
Use recorded contact attributes or a checked imported audience list. The required audience information must be available. HUB does not infer which customers are affected by an incident or service change.
Does every customer reply need Switchboard?
No. Direct inquiries already reaching Zendesk can use your existing process. Switchboard is used when configured conversation-control transfer is needed between systems. Team and agent assignment remains in Zendesk.
Can an incident automatically trigger an announcement?
That requires a suitable event source, customer data and an appropriate integration. The starting workflow on this page is team initiated: select the audience, prepare the update and send it.
How do we evaluate the cost and benefit?
Compare manual preparation and sending effort, repeated questions and follow-on service handling. Review CXBOX HUB plans and pricing alongside the configuration and implementation scope needed for your team.
Give the next service update
a clearer process.
Tell us what your team needs to announce, who should receive it and how you handle replies today. We will help you assess a practical Zendesk + CXBOX HUB workflow.
Already using Zendesk? Let’s build on it.
Explore CXBOX HUB or discuss Zendesk implementation and configuration with DEMETER ICT.
