Messaging
Use messaging to deliver great customer experiences that lead to increased engagement, higher customer satisfaction, and a conversational relationship with each customer.
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White Paper Customer service gets conversational
A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…
Article What is conversational AI and how does it improve CX?
A growing number of customers today prefer interacting with chatbots over live agents. Learn how to leverage conversational AI to improve your customer support efforts.
Article Zendesk messaging: Customer service in a digital-first world
Zendesk messaging empowers businesses to deliver rich conversational experiences that are connected across web, mobile and social messaging apps.
Article Building the best customer experiences with Facebook and Zendesk
Facebook’s family of apps are familiar figures in our daily lives. The move to messaging marks a natural shift in communication for businesses, too. Zendesk is making it easier than ever to get started.
Article What is conversational commerce?
Conversational commerce isn’t just a trend—it’s a new way of connecting with customers.
Article How to use Instagram for business: A step-by-step guide
From creating an account to leveraging the latest features, here’s everything you need to know about using Instagram for business.
White Paper Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp
IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational…
Article Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
Article Use group messaging to deliver great customer experiences
Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.
White Paper Frost & Sullivan award Zendesk for leadership in omnichannel digital customer engagement
Zendesk stood out as a leader by adopting and strengthening its omnichannel digital customer engagement strategy with the acquisition of Smooch in 2019, and its vision for building a truly open platform on Sunshine
Article Boost agent productivity & customer happiness with a complete view of the customer
Customers have high expectations for the speed and quality of their support, and a poorly managed omnichannel environment isn’t just frustrating for agents, it’s ultimately frustrating for customers as well
Guide Let’s get conversational: 9 ways to transform your CX with messaging
Messaging apps like Facebook Messenger and WhatsApp have made it easy to connect with anyone, anywhere…
Article The difference between chat and messaging
For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and asynchronous messaging—and which one customers prefer
Article How Envoy builds apps 3x faster with a flexible CRM platform
Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform
How Zendesk helps IT teams with the employee experience
Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…
Article 5 questions every IT leader should ask of their CRM platform
When IT leaders are deciding what they need out of a CRM platform, there are five…