Chat and Messaging
How retail banks can create opportunities – when they find their voice
Having to live very differently over the past couple of years has turbo-charged our collective transition…
Latest stories
Article
6 min read
CRM in service is learning how to make conversations count
CRM in service is changing how we think, how we communicate with customers, and how we measure our success.
Article
4 min read
Future-proofing your customer experience with asynchronous messaging
In a recent study commissioned by Zendesk, just 39% of customer service agents said they were…
Article
4 min read
How innovative digital strategies are helping luxury brands take high-end service online
We are all living in a time of profound change, but the Covid-19 pandemic has hit…
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Article
3 min read
Why social messaging is the future of customer experience
Challenged on the highly detailed nature of her requests to someone who is serving her, Sally…
Women in Leadership
At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.
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Article
8 min read
How to use Facebook Messenger for customer service
Not all lockdown trends stick – if your sourdough expired weeks ago, you’re not alone. But…
Article
2 min read
Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences
In this first part of our ‘Agility in Action’ series we examine two aspects that have…
Article
6 min read
The agile CX business: From tickets to conversations
A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…
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