“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
Tag: Messaging
For Intercom, All Your Customer Relationships Are Belong to You
When I started working for Intercom a year ago, the initial reactions I received were people asking: “The live chat company?” And while that’s primarily the solution it’s known for, the reality is in this age where businesses flock to Facebook, Google, Slack, Kik, WeChat, and other third-party messaging services, Intercom wants to provide the… Continue reading For Intercom, All Your Customer Relationships Are Belong to You
So I’ve Joined A Startup
Earlier this month I announced my departure from VentureBeat, a job that afforded me the ability to cover many of the tech industry’s movers and shakers, along with up-and-comers. Since then, I’ve kept my next steps a secret, but not anymore. In a first for me, I’ve decided to join the startup scene: I’m now… Continue reading So I’ve Joined A Startup