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Report Zendesk

CX Trends 2022: Conversational Service

Businesses must move beyond just thinking of customer interactions as one-off engagements when something goes wrong.

Customers already connect over platforms that make it possible to pick back up on a conversation wherever and whenever is convenient—and they expect businesses to do the same. But while many companies recognize the urgent need to adopt a more conversational approach, most are only scratching the surface with what’s possible and what’s needed to succeed.

Report Snap Shot

It’s time to break down those walls between you and your customers—and in this report, we’ll show you how with insights from customers, agents, business leaders, and our own internal teams.