Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp

One of the bigger developments in customer services has been the impact of social media — both as a place to vent frustration or praise (mostly frustration) and — especially over messaging apps — as a place for businesses to connect with their users.
Now, customer support specialist Zendesk has made an acquisition so that it can make a bigger move into how it works within social media platforms, and specifically messaging apps: it has acquired Smooch, a startup that describes i