Omnichannel guides

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Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…

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Agile omnichannel strategies for the post-pandemic era Article

Agile omnichannel strategies for the post-pandemic era

What already emerged as a trend in the communication between companies and customers in 2020 has…

How businesses can benefit from omnichannel personalisation Article

How businesses can benefit from omnichannel personalisation

It’s not surprising that most of us switched to online shopping when physical stores shut down…

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.

What is conversational business? Article

What is conversational business?

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

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.