We’re Zendesk Labs

It’s nice to meet you

We help create better, brighter customer experiences using conversational commerce. Right now, we’re accepting projects from a small number of ambitious brands. Could yours be one of them?

Start a conversation

Here’s what we do


Get customers talking
Conversational commerce is more than automated chat. It’s proactive, personalized – and creates the kind of experiences that customers like to post about.


Enlighten the experience
We’re drawing on our Zendesk heritage to do something totally new – with a team of pioneering researchers, designers, and engineers to guide every project.


Meet people where they are
Our platform is easy to use, highly customizable, and works across your customers’ favourite communication channels. So, all you need to bring is the ice breaker.

Did you know?

Conversational commerce is predicted to grow by as much as 18% every year to 20261.

Online Shopping

Digitally savvy retailers
We help retailers integrate owned marketing, media, and services into third-party messaging tools. So, customers can browse and buy within a single channel – and brands can guide the experience.

is who
it’s for

User Experience

Customer experience designers
We help designers nurture ongoing, evolving conversations that reveal real-time customer insights. So, journeys can continue to generate engagement even after the purchase is complete.

what it
means for


Guest satisfaction is substantially higher because we’re engaging as you would with a friend or family member. Once you’ve moved into a conversation, it completely changes the connection.

Marco Trecroce
CIO, Four Seasons

Did you know?

Half of conversational commerce customers engage through a messaging app or social media – and the other half through e-commerce websites2.


Start a conversation

We think customer experiences should be more like conversations. Join us for a collaborative strategy and design workshop to help shape how they can.

This workshop can be run online, at your place, or here in San Francisco at our Conversation Innovation Lab. Costs may be covered by the Zendesk Innovation Fund, so please ask. And at the end of two days, you’ll have five unique conversational experiences ready to develop – before we kick off development of a functional proof of concept.

Book your workshop