White Paper

Customer service gets conversational

The popularity of social messaging options like WhatsApp and Facebook Messenger has taken off—virtually overnight. Our report will help you learn how to keep up.

Published March 4, 2021
Last updated March 18, 2021

A lot changed in 2020, customer behaviors included. Not only did they reach out to companies in record numbers, but many chose to do so in the very same ways that they communicate in their personal lives—over messaging channels like WhatsApp and Facebook Messenger.

Our team of experts reviewed data from 90,000 businesses using Zendesk across 175 countries with opinions from customers, agents, customer experience leaders, and technology buyers. Using these insights, we identified this year’s top trends in messaging.