One of the most important strategies that every organization should focus on is Customer Experience (CX).
According to Zendesk’s CX Trends 2025 report, 60% of customers will purchase from brands that deliver great experiences, while 73% of customers will switch to competitors after just one bad experience.
Creating a great customer experience (CX) is therefore a key strategy for customer retention and for acquiring new customers to ensure sustainable revenue growth. One effective way to build excellent CX is through comprehensive customer engagement — maintaining meaningful interactions with customers across all touchpoints.
Zendesk — The Leading Customer Experience Platform
Zendesk is recognized as a leader in customer experience (CX) management, ranked highly by organizations such as Gartner.
Its strength lies in being a customer service platform that can integrate seamlessly with other systems, enabling efficient and connected customer engagement.
However, Zendesk’s system is primarily designed for inbound customer engagement — handling messages and service requests that come in from customers. When it comes to outbound communication, there are still some limitations. For example:
- Sending diverse marketing campaigns or rich messages (such as images or multimedia) directly to customers is restricted.
- Messages sent outside of the Zendesk system cannot be tracked or stored within it.
This creates data gaps in customer communication history and tracking.
CXBOX Hub — The Tool That Breaks Every Limitation
CXBOX HUB is an application developed by Demeter ICT (a Premier Partner of Zendesk).
It helps organizations make the most of Zendesk’s Sunshine Conversations and Messaging API capabilities — features that many companies have but don’t yet fully utilize. By using CXBOX HUB, brands can enhance customer engagement efficiency across multiple chat channels. Here’s how it works:
1. Proactive Messaging
CXBOX HUB allows brands to send rich marketing messages such as text, images, locations, or carousel banners directly to customers via chat channels they are already using to contact the brand. It supports customer segmentation based on profiles or tags in Zendesk, enabling personalized messaging. Campaign performance — such as open rates, click-through rates, and reply rates — can also be easily monitored via an integrated dashboard.
2. Switchboard Management
If multiple teams within an organization handle messages from various channels or systems (such as Salesforce, Freshworks, ZOHO, HubSpot, etc.), CXBOX HUB ensures that all communications are organized and efficiently routed.
For example, when a customer types a keyword like “Talk to Sales,” the message can be automatically redirected to the sales team on another CRM system, while keeping a copy of the conversation history within Zendesk. This ensures that all customer interaction data is centralized and accessible.
3. Streamlined Chat Interactions Beyond Zendesk
Organizations can purchase only the necessary number of Zendesk licenses, while allowing other users (who don’t need full customer service functionality) to interact with customers via CXBOX HUB, which connects directly with Zendesk’s chat system.
Chats can be easily transferred between CXBOX HUB and Zendesk using predefined keywords. Users on both systems (or more, if multiple integrations exist) can view the full conversation history, ensuring a continuous and seamless customer interaction experience — while also reducing Zendesk licensing costs.
In Summary
Using CXBOX HUB alongside Zendesk allows organizations and brands to maximize their customer engagement efficiency across both directions:
- Inbound messaging (receiving customer messages)
- Proactive messaging (sending outbound communications)
All chat and conversation data are stored within a unified system, enabling accurate measurement of campaign performance — such as link clicks, message open rates, and engagement levels. Moreover, CXBOX HUB consolidates off-Zendesk chat interactions into one centralized database, minimizing the need for additional Zendesk licenses.
In short, CXBOX HUB is a powerful solution that enhances customer engagement efficiency and reduces operational costs — all within the Zendesk ecosystem.
About the author
Dr. Varanyu Suchivoraphanpong is currently the Founder & CEO of DEMETER ICT, a Premier Partner of Google and Zendesk in the APAC region. The company has the largest customer base for Google and Zendesk services in APAC including Greater China, with a combined total of more than 4,600 business customers. Dr. Varanyu has over 25 years of experience in information technology, having previously held senior executive positions in major organizations including banks, IT service providers, and business consulting firms. Dr Varanyu obtained his PhD in Computational Mechanic from Imperial College London.
Find out more today
WeChat: demeter-ict
