Zendesk’s New Developer Platform Lets Brands Incorporate Customer Chat Support Into Apps

Screenshot of Smooches.io, which has been transformed into Zendesk's new Sunshine Conversations offering.

“If you don’t reach them on channels where they communicate, you’ll lose them,” Mikkel Svane told me in an interview three years ago. It was at that time when Zendesk’s chief executive detailed how the customer service and support landscape was changing. “You have to embrace all the platforms, but you have to find out… Continue reading Zendesk’s New Developer Platform Lets Brands Incorporate Customer Chat Support Into Apps

Square Banks on Developer Platform to Woo Larger Sellers in March Upmarket

“The journey is one of peaks and valleys,” Carl Perry remarked, describing in a cautiously optimistic tone the progress made with the developer program he manages at Square. For more than six years, the commerce company has gradually opened more of itself up to third-party developers in a bid to bring its experience to more… Continue reading Square Banks on Developer Platform to Woo Larger Sellers in March Upmarket

The Secret to Innovation Rests With Knowing Thy Customers

As brands continue their quest to leverage the latest shiny object tech affords them, the question remains how adept companies are in really knowing how to best reach their customers. It turns out that less than half of all businesses are really mapping out their customer’s journey and understanding how to connect with them, but… Continue reading The Secret to Innovation Rests With Knowing Thy Customers

Salesforce’s $750 Million Bet to Reimagine Productivity in the Modern Workforce

Five years ago, it started off as something many people equated to being a Word processing app. Quip, started by former Facebook Chief Technology Officer Bret Taylor and ex-Googler Kevin Gibbs, initially yet another standalone service that created documents in the cloud, joining a crowded marketplace filled with the likes of iA Writer, Google Docs,… Continue reading Salesforce’s $750 Million Bet to Reimagine Productivity in the Modern Workforce