You probably spend a great deal of time thinking about how to make customers happier. But what about your agents? Customers may only submit a ticket every once in awhile, but your agents are spending their day in Zendesk. By empowering your agents with more context about customers up-front, they'll become more successful support providers and you'll have eliminated painful back-and-forth exchanges that frustrate everyone involved.
Join us for this on-demand webinar with Zendesk Customer Success Executive Audrey Griffith, who will share expert advice for agent empowerment that she’s implemented with our top customers at Zendesk, including examples from Squarespace. Audrey is joined by Zendesk Apps Engineer Jeremiah Currier who will showcase new apps for delivering customer insights directly within open tickets. No matter how long you’ve been using Zendesk, this webinar is certain to surface quick wins for keeping your support team at the top of their game.
In today's digital world, prospective students and learners prefer an instant answer over having to wait for a pamphlet to arrive in the mail. Whether navigating through a Help Center of school-related content or engaging in an on-the-spot interaction via live chat, being able to respond immediately is paramount to providing a great support experience.
Many educational organizations use Zendesk to offer efficient, direct communication channels to their current and prospective student, faculty and staff. In this on-demand webinar, learn how Coursera and the University of Nevada, Reno used Zendesk to scale and innovate their support organizations by using multiple channels in Zendesk.
This webinar is facilitated by Ryan Kunkel, an enterprise account executive at Zendesk, and panelists include:
- Mike Robichaud, Manager of Support Products at Coursera
- Ana Fittrer, Admissions at University of Nevada, Reno
- Greg Dreyfus, Embeddables Product Manager at Zendesk
- Kristin Kwasnik, Senior Account Manager at Zendesk
Phone support is a powerful way to help your customers. But standalone phone systems, separate from other support channels, can negatively impact support operations. Agents are forced to switch between systems, which makes it difficult to keep track of customer interactions.
In this on-demand webinar, hear how Dorm Room Movers, a fast-growing shipping, storage and moving company, switched from a siloed phone system to Zendesk Voice. By making this move to integrated phone support, they created a single, seamless platform for customer communication.
Matthew Grossman, co-founder and COO of Dorm Room Movers, and Ryan Nichols, General Manager of Zendesk Voice, discuss how Zendesk Voice helped Dorm Room Movers to:
- Consolidate software systems, boost agent productivity, and reduce operational costs
- Gain full visibility into the customer journey and provide more personal service
- Centralize reporting for comprehensive analytics and improved forecasting
Matthew Grossman is co-founder and COO of Dorm Room Movers. Since launching Dorm Room Movers in 2007, right after graduating from college, he and his partner Leor Lapid have scaled operations to over 150 campuses, moving over 20,000 students nationwide. Building on the success of Dorm Room Movers, Grossman and team have launched SpaceShip, providing by-the-box storage and shipping for anyone, anywhere in the country.
In our Q1 2016 “What’s New In Your Zendesk” webinar, you'll learn all about the Zendesk features released over the quarter, as well as some best practices for putting them to use. New features include the ability to CC end users, to @mention people in tickets, the Pathfinder app, a new SLA metric called "Periodic Update," the Branded Ticket Forms beta, the addition of the App Tray in the UI, article lists in Help Center, and the new Satisfaction Prediction tool.
This 30-minute recorded webinar also includes demos of the Pathfinder app and Satisfaction Prediction. Discover how these features can save time for your agents, and help to provide ever-better support.
In our Q4 2015 “What’s New In Your Zendesk” webinar, co-presented by Matt Owens, a solutions architect at Zendesk, and Emily Page from Zendesk’s education team, you'll learn all about the Zendesk features released over the quarter and some best practice configurations for using them.
This 30-minute recorded webinar also includes a special segment featuring a demo of Advanced Voice. Watch to discover the entire suite of new features added with Advanced Voice and see how they can be used by your team to provide great phone support. Features like Warm Transfer and IVR functionality allow you to connect customers with the person they need to speak most with, while real-time reporting dashboards and call data in Zendesk Insights allows administrators to keep the team efficient and productive.
Effective customer support comes from fully utilizing the tools available to you. In this webinar, you will:
- Discover all new Zendesk features released this quarter
- Learn how companies can use Zendesk’s new feature, Advanced Voice, to serve their customers and improve the efficiency of their support organization
- Master the new features with a demo from Zendesk’s in-house training team
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.
Every quarter we 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. This 30-minute session also includes a special segment showcasing examples of customers who have innovated with Zendesk.
Watch the recorded webinar and discover how to encourage self-service with our Mobile SDK and Embeddables suite, and hear how some administrators thought outside the box to streamline their workflows.
We all know that data is invaluable, but to get the most bang for your buck, you've got to share the right data with the right audience.
In this recorded 60-minute webinar we'll show you how to tailor your Zendesk Insights dashboard and reporting for all your custom needs.
This webinar will be most helpful for customers who have created at least one custom report, or who are looking to. In addition to reviewing the different types of available reports and layouts, we also cover the Custom Embed Tool, which you can use to add additional styles, fonts, and branding elements.