Omnichannel guides

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What is conversational business?

Support, sales and marketing benefit from messaging strategies that boost customer satisfaction, retention and engagement

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What omni-channel really means Article

What omni-channel really means

Many companies today boast about providing 'omni-channel' experiences, but what they usually mean is simply 'multi-channel'. Let's take it a step further.

Gartner’s 5 key emerging technologies and their impact on customer experience Article

Gartner’s 5 key emerging technologies and their impact on customer experience

At Zendesk, we create service-first CRM solutions that allow companies around the globe to provide innovative…

Expanding omnichannel support with WhatsApp Article

Expanding omnichannel support with WhatsApp

Customers expect to connect with companies in the channels that are important to them. For many people that channel is WhatsApp.

3 steps to improving customer satisfaction this Black Friday Article

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

The how-to guide to omnichannel support Article

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

Why omnichannel support is no fairytale Article

Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.

Personalise your interactions: The customer context tools you need Article

Personalise your interactions: The customer context tools you need

Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.

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Your guide to omnichannel support

Your door is always open, regardless of your business or support hours.