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Zendesk pivots customer service to put messaging at the core
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Summary: Messaging becomes a core part of Zendesk s customer service offering this week as consumers switch to WhatsApp and other messaging apps to engage with brands
(Photo by Adem AY on Unsplash)
Zendesk this week upgraded messaging from an optional add-on to a core part of its customer service offering. The move comes after a surge in demand for messaging as a customer contact channel over the past year, as consumer habits changed in response to the pandemic while businesses struggled with overloaded call centers. I spoke to Zendesk s SVP, Product, Jon Aniano, about the product change and how businesses are coping with the switch from phone and email to incorporate new digital contact channels.