One of the key strategies for businesses today is creating a great customer experience (CX). According to Zendesk’s CX Trends 2025, 60% of customers are more likely to buy from brands that provide positive experiences, while 73% will switch to a competitor after a single bad interaction. Delivering exceptional CX is vital for retaining existing customers and attracting new ones, ultimately leading to sustainable revenue growth. One way to achieve this is through comprehensive customer engagement strategies.
Zendesk: A Leader in Customer Experience
Zendesk has consistently been recognized as a leader in customer experience by organizations like Gartner. Its platform integrates seamlessly with various systems, enabling businesses to enhance their customer engagement efforts. However, while Zendesk excels at inbound customer engagement, it falls short in managing proactive customer communication, such as sending marketing campaigns or rich messages directly to customers. Messages sent outside Zendesk cannot be tracked or stored within the system, creating gaps in customer data and interaction history.
The Power of CXBOX Hub
CXBOX Hub, developed by Demeter ICT (a Zendesk Premier Partner), addresses this gap by utilizing Zendesk’s Sunshine Conversations API. This integration allows businesses to send rich, proactive marketing campaigns—complete with templates for text, images, locations, and carousel banners—directly to customers via their preferred chat channels. CXBOX Hub can segment customers based on profile data or tags, ensuring personalized campaigns that resonate.
Unlike standalone Zendesk, CXBOX Hub stores all interaction histories within Zendesk, providing a centralized customer view. Businesses can also track campaign effectiveness through metrics like open rates, link clicks, and responses, making it easier to evaluate and refine their strategies.
Managing Interactions Across Teams
CXBOX Hub simplifies switchboard management, ensuring smooth communication across teams and platforms. For example, a customer requesting sales assistance via chat can be redirected to the sales team using Salesforce, while inquiries about events can be forwarded to the marketing team on another CRM system like Freshworks or HubSpot. Despite these cross-platform interactions, all chat histories are stored within Zendesk, ensuring a unified customer database.
Moreover, CXBOX Hub eliminates the need for excessive Zendesk licenses. Teams that don’t require full customer service functions can still interact with customers through CXBOX Hub, reducing costs while maintaining seamless communication.
Streamlined Chat Interactions Beyond Zendesk
With CXBOX Hub, businesses can continue customer interactions beyond Zendesk. By purchasing only the necessary Zendesk licenses, teams can use CXBOX Hub for chat-based interactions. Conversations between CXBOX Hub and Zendesk remain synchronized, ensuring continuity and visibility of prior messages. This approach not only improves customer engagement but also significantly reduces operational costs.
CXBOX Hub: Elevating Customer Engagement
Integrating CXBOX Hub with Zendesk provides businesses with a comprehensive solution for customer engagement. It bridges the gap between inbound and proactive messaging, consolidates chat histories in one system, and enables measurable campaign performance. By connecting Zendesk’s chat system to external platforms and maintaining unified chat records, CXBOX Hub reduces the need for additional Zendesk licenses while enhancing efficiency and cutting costs. CXBOX Hub is a Zendesk alternative.
For businesses looking to deliver seamless customer experiences and improve their engagement strategies, CXBOX Hub is the ultimate tool for achieving these goals effectively and efficiently.
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CXBOX was developed by Demeter ICT from Zendesk implementation experience.
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