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.
Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held beliefs, the "delight factor" as part of the customer service experience yields less than simply meeting customer needs and valuing your customers' time.
So what makes a great customer service interaction? This 6-minute watch reveals that what customers really want is a quick and easy answer. Companies who offer self-service and/or live chat have been able to prevent customers from having to pick up the phone (more effort for them, more cost to you), and have increased conversion rates by as much as 20 percent.
Revenue generating or not, most contact centers could be contributing a higher level of value to their organizations than they do today. In fact, over 60% of contact center leaders today believe that the rest of the organization perceives them as a cost center. This overwhelming perception of the contact center as a “necessary evil” is not just detrimental to the contact staff and its customers; it’s widely-held, incorrect logic.
The questions remain: Are all contact centers, revenue generating or not, capable of providing significant value to the organization? Is it possible for all contact centers to be profit centers? What are the mentalities, methodologies, and misconceptions that drive the perceived value of an organization’s contact center(s)?
Zendesk sponsored ICMI to research what it takes to make the leap from cost center to profit center. ICMI asked the questions, completed the research, and uncovered what it takes for today’s contact center to make the leap from cost center to profit center.
During this webinar you will learn:
- The immediate opportunities for your contact center to provide more value to the organization
- The three fundamental characteristics of profit centers
- The root cause of the cost center mentality and what you can do to change it
- Key contact center metrics for measuring your impact as a profit center
In this 45-minute webinar, we’ll get you up-to-date on the latest Zendesk feature releases and walk you through best practice configurations so that you can take advantage of these features right away.
The first 20 minutes of this session include a special segment on the Zendesk Multibrand feature, which allows you to support and manage multiple brands from a single Zendesk account. We share best practices around setting up Multibrand and also walk you through a live demo. We also cover setting up and managing SLA policies before 25 minutes of live Q&A.
In this 30-minute webinar, we’ll get you up-to-date on the latest Zendesk feature releases and walk you through best practice configurations so that you can take these features for a spin right away.
This session also includes a special segment on how to refine your Zendesk account with scalable support best practices. We'll show you how to use business rules to quickly serve tickets to your agents, create macros for faster responses, and a few keyboard shortcuts that let you navigate Zendesk like a pro. We also share some best practices our customers have used to increase the efficiency of their support teams, and introduce a few apps that help with productivity.