Chat and messaging
Learn how to personalize conversations across your customers' favorite channels.
Latest stories
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.
Article
12 min read
What is a chatbot? Learn how AI enhances CX
Chatbots are AI solutions that simulate human-like conversations to deliver 24/7 support and give service teams time back for higher-value tasks.
Article
7 min read
Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
Article
5 min read
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
1 min read
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
3 min read
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
1 min read
Let’s get conversational: 9 ways to transform your CX with messaging
Did you know that nearly 75% of customers expect conversational experiences when interacting with brands? For…
Article
3 min read
State of Messaging 2020: Conversational business goes mainstream
In our annual conversational business report, State of Messaging 2020, we look at the biggest messaging stories from the past year, along with research, reporting, and predictions on how the future of messaging between brands and customers will play out
Article
7 min read
5 ways financial services are banking on conversational customer support
Financial services are leaning into modern conversational experiences to manage their customer relationships
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
6 min read
What is the difference between chat and messaging?
Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).
Article
4 min read
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
1 min read
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 min read
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…
Article
6 min read
Google Messaging Services Get a Boost with RCS
RCS, or Rich Communication Services, is the next generation of text messaging standard — a decade in the making, the story is a bit complicated
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.