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Zendesk: The Rise of Conversational Service

Discussing the art of messaging and conversational service, creating an unified agent experience and the future of customer service powered by AI.

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Executive Summary

What is conversational service and why is it increasingly becoming more and more important? For Matthias Goehler, CTO EMEA at Zendesk, it is all about creating a long-term engagement between a company and their customers on an ongoing basis. So it is not just about opening and closing tickets whenever a customer problem arises, but more so that the conversation should go on beyond this single inquiry. And keep in mind: it even started before. This is why it is crucial to include messaging in a company’s overall set of channels of engagement. With messaging (unlike with live chat) the conversation is not lost after the chat is closed, but it can be picked up again at any time which makes it easier and more convenient for both customers and agents.

In This Episode, You’ll Learn

  • How Zendesk helps companies to master all contact channels and provide an unified agent experience
  • How many companies believe that modern channels like social media, chat and video will become the go-to contact method in the next 2-3 years
  • What the biggest difference between a conversation on a messenger and on a live chat is
  • Why more and more customers are starting a conversation with companies via messenger platforms, like WhatsApp
  • How to offer personalized and contextualized support enabled by technology to create a higher engagement


This episode of The Art of Customer Service covers the following topics on the innovation in customer experience:

1. 00:00:00 Introduction to the topic

2. 00:01:38 The excitement of customer service

3. 00:04:19 (Bad) examples of customer service

4. 00:07:29 Conversational service & messaging

5. 00:13:55 Uniformity & contextualization

6. 00:17:53 Best base for sales & service

7. 00:21:16 Improving customer service & the role of AI

8. 00:29:26 Tickets and answering requests


Explore The Art of Customer Service

Stefan Moritz: The importance of Service Design | #32

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Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

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Alex Farmer: How to Create a Frictionless Experience | #30

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