Chat and messaging
Learn how to personalize conversations across your customers' favorite channels.
Latest stories
Article
9 min read
Beyond buzzwords: How small companies are using AI, automation, and conversations to grow in 2023
Messaging is a great way for businesses to stay on top of customer conversations. Here's how to get started.
Article
7 min read
Chatbots vs. conversational AI: What’s the difference?
Chatbots and conversational AI are often used synonymously—but they shouldn’t be. Understand the differences before determining which technology is best for your customer service experience.
Article
9 min read
What is Google business messaging? (+ how to use it)
Meet customers where they are and build stronger connections with them through Google business messaging.
Article
7 min read
How to use Apple Messages for Business for customer service
Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.
Article
7 min read
How to use Facebook chatbots to improve customer service
Facebook chatbots are your secret weapon on Messenger.
Article
7 min read
What is RCS messaging, and how can it improve CX?
Rich communication services (RCS) messaging is changing the texting game. Offering advanced features like suggested replies and rich media, RCS presents many opportunities for support teams to connect with customers.
Article
5 min read
What retailers are missing in the digital transformation
Being there for customers on Instagram and other messaging apps can set retailers apart.
Article
16 min read
Top 15 communication apps for customer service
Talk to customers like friends on the apps they know and love.
Article
7 min read
How business texting can lead to better customer service
Business texting is using channels like SMS and WhatsApp to deliver personalized, convenient, and scalable customer service.
Article
7 min read
Switching from live chat to messaging
You can switch from live chat to messaging in Zendesk with just a few clicks. Here's everything you need to know to get started.
White Paper
Customer service gets conversational
A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…
Article
15 min read
What is conversational AI? The ultimate guide on how it works
Conversational AI is a set of technologies that can recognize and intelligently respond to speech and text inputs. Learn why conversational AI is the future of customer service.
Article
7 min read
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
19 min read
What is conversational commerce? Examples, types, + benefits
Conversational commerce refers to how e-commerce brands and retailers use messaging and conversational technology to improve the shopping experience. Learn how to use conversational commerce to boost sales.
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