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

Facebook Going to Facebook

Mark Zuckerberg delivers the keynote address during Facebook's F8 developer conference in 2015. Photo credit: Ken Yeung/TheLetterTwo

In the Aaron Sorkin-created show “The West Wing”, there’s an episode in which fictional President Jed Bartlet (played by Martin Sheen) argues with his Chief-of-Staff Leo McGarry (the late-John Spencer) about stances on political issues — the latter wished Bartlet would be more aggressive about his positions. Ultimately they reach the conclusion that it’s time… Continue reading Facebook Going to Facebook

The Ephemeral Dilemma

Facebook, Instagram, Messenger, WhatsApp, Medium, and Snapchat are just some of the apps today that have “Stories”, a way that lets you craft a chronicle of your day or journey in an ephemeral manner. Each service is jockeying for your attention and adding new bells and whistles, partnerships, and the latest technology to curry favor.… Continue reading The Ephemeral Dilemma