When it comes to scaling support in global organizations, having localized content should be at the forefront of your strategy. Just imagine asking a company a question in your native language (say, English) and receiving an answer in another language (Japanese, for example). A roadblock to great global support, right?
Zendesk’s dynamic content feature can help ensure a seamless experience for agent and end-user alike, regardless of their primary language. In this 40-minute on-demand webinar, Zendesk teams up with Evernote to show how Zendesk’s dynamic content tools can be used with our automated features to meet your global customer service needs.
Listen to Brian Tobin, Director of Sales and Support Operations at Evernote, as he shares the story and impact of Evernote’s localization process. You'll also hear from Sam Michaels, a Tier 2 customer advocate at Zendesk, who demonstrates best practices for setting up dynamic content and Help Center translations.
This webinar is intended for everyone, no matter the size of your team or the level of technical expertise.
Zendesk has more than 1,000 customers in the education space and just recently created a new industry vertical to help identify and work with successful customers in this field.
During this 1-hour recorded webinar, we officially introduce the new EDU vertical and highlight three customers:
• Brandon Dennis, Enterprise Knowledge Manager, Apollo Education Group
• Don Burrhus, IT Support Supervisor, Stetson University
• Tzvi Eleff, Manager of Touro NONSTOP, Touro College
During the first half of this webinar, they each tell their Zendesk story and share benefits they've experienced using the customer service platform. Then, panelists answer questions during a live Q&A session.
Customer service is more than just a department or a job description - it’s a philosophy and an attitude, and it’s the way we do business. And when you embrace this philosophy, you know that getting to know your customers is the first step in building strong, lasting relationships with them.
Watch this 30-minute webinar, where customer service expert Shep Hyken will share steps for creating moments of magic for your customers - not just today, but every day. You’ll learn about managing the first impression, demonstrating knowledge to create credibility, techniques for dealing with confrontation, and more. This webinar is a must-see for companies who are customer-centric, as well as those who aim to be.
Watch this 1-hour webinar to learn Kate Nasser's foolproof method for staying objective and caring when dealing with an upset customer, and turn potentially bad customer interactions into positive ones.
With the right mindset, some proven techniques, and a heaping dose of common sense, you can have customers not only raving about your business, but also recommending you to others. Learn how in this 1-hour webinar.
It's been said that there's a fine line between "cult" and "culture", and Zappos has developed legendary service from the inside out. Joseph Michelli shares their secrets to success in this 1-hour webinar.
In this 1-hour webinar, Dennis Snow shares the secrets behind Disney service success, including the four critical elements of service excellence that will help ensure consistent service behaviors across your entire organization.
Learn how the Zendesk team supports its 30,000+ customers day-to-day in this 30-minute webinar featuring Pam Dodrill, Zendesk's Senior Director of Customer Support. She'll dig into how her team uses data to provide more proactive support, and their follow-the-sun support model.
Check out this 1-hour webinar, where Jeff Toister will reveal the three hidden obstacles that prevent employees from doing their very best, and simple solutions for overcoming them.
Learn how to harness the power of technology to build emotional connections with your customers while retaining the best of classic service techniques in this 1-hour webinar featuring Micah Solomon.
Watch this webinar where renowned customer service expert Shep Hyken shares 7 practical tools for transforming your organization into an operation that amazes every customer every time.
In this 1-hour webinar, Carmine Gallo lifts the curtain behind Apple's stunning success in retail to show anyone how to run any business the Apple way. He breaks down Apple's customer-centric model to provide an action plan for anyone responsible for delivering exceptional customer service.
With Joseph Michelli
The international success of Starbucks begins with a promise: To inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. Watch this 1-hour webinar, where bestselling author Joseph Michelli explores the 5 actionable principles that customer service teams can adopt to drive and support that same promise for their own companies. These five principles can be used by employees at all levels, in any company, and in any industry to transform something as ordinary as the delivery of coffee into a cultural phenomenon. He'll also share inspiring and entertaining anecdotes gleaned from one-on-one conversations with variety of Starbucks employees - everyone from baristas to senior leaders. And, as always, we'll save plenty of time for your questions, too.
In Focus: Customer Satisfaction
In Focus: Customer Satisfaction
Across the globe, businesses are striving to improve customer satisfaction (CSAT) ratings. According to the most recent Zendesk Benchmark report, their efforts are paying off—customers around the world are relatively happy. In fact, the global customer satisfaction benchmark number for Q2 in 2015 was 94.94%.
So where in the world is customer satisfaction the highest? Find out in the Q2 2015 Zendesk Benchmark report.
Movers and Shakers: Country and Industry Customer Satisfaction
In country news, Turkey, Thailand, and Chile posted the greatest gains in customer satisfaction, while Belgium, Norway, and New Zealand ruled at the top.
Among industries, the top three CSAT-ranked industries remain Government & Non-profit, IT Services & Consultancy, and Healthcare. Most improved are Travel, Marketing & Communications, and Media & Telecommunications.
Globally, customer satisfaction in Q2 was 94.94%, which is a mere 0.06% drop since Q1 2015.
About the Zendesk Benchmark report
We started building the Zendesk Benchmark back in November 2010 to give organizations a real, tangible way to not just measure customer service performance, but put it in a context that helps companies understand how they perform against their peers.
Unlike a survey or expert opinion, the Zendesk Benchmark is based on actual customer service and support interactions from more than 25,000 organizations across 140 countries that opted to participate.
Zendesk Benchmark report archives
Q1 2015: Live Chat
Q4 2014: Operational Benchmarking
Q3 2014: Net Promoter Score
Q2 2014: Behavioral Cues of Customer Satisfaction
Q1 2014: Analytics
Q4 2013: Retail
Q3 2013: Customer Satisfaction
Q2 2013: Customer Self-Service
Original Benchmark report, March 2012