From Cost Center to Profit Center: the Potential ROI of Zendesk

Our 30 minute webinar discusses The Total Economic Impact™ of Zendesk, a December 2016 commissioned study conducted by Forrester Consulting on behalf of Zendesk that examines the costs and benefits of Zendesk. Among other important findings, the report reveals that Zendesk can have an ROI of 365% over three years.

This webinar also features a guest from New Balance, a Zendesk customer who participated in the study.

Learn how Zendesk's benefits outweighed costs in the following areas:

● Increased agent productivity
● Deflected customer interactions
● Improved agent experience and retention
● Avoided maintenance costs of previous platform


Ian JacobsIan Jacobs serves customer service application professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers and. His research keeps a sharp focus on both customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications, and is a frequent speaker at industry conferences.

Delivering SMS support with Text from Zendesk, featuring rapidly-growing startup Favor

On-Demand with Evan Aldrich and Ryan Nichols

With the growth of mobile apps and the on-demand economy, consumers now expect to have the ability to text companies for support. In fact, 52% of consumers would prefer to text for support instead of their current form of communication.

Favor Delivery provides on-demand delivery services in 20 cities across the US and Canada, where it is the best rated delivery service. And text messaging -- a quick, convenient way for their busy mobile customers to get help -- is Favor's most popular support channel.

Join Evan Aldrich, Head of Customer Support at Favor, and Ryan Nichols, General Manager of Zendesk Talk, to learn:

● Why text support is an essential support channel
● How Favor provides text support at scale
● What to expect when your team introduces text support

Meeting Multichannel Customer Service Expectations

On-Demand with Billy Hamilton-Stent & Josh Frank

The days of businesses providing a single channel of support communication are gone and unlikely to return. Now, it's more likely they'll be trying to strike a balance between what customers are looking for—the warmth of human communication and the speed and efficiency of automated service.

This webinar, based on the findings of a recent survey conducted by Loudhouse and commissioned by Zendesk, illustrates this important and perplexing challenge faced by all companies.

We'll be discussing four key trends that the survey highlighted:

• Multi-channel customers are less patient and expect more than 3 years ago
• Multi-channel use had increased considerably in 3 years, with more
  diverse channels available to customers
• Customers are developing distinct expectations for each support channel
• Higher expectations are balanced by a more relaxed approach to sharing
  diverse channels available to customers
• Customers personal information—but only if doing so improves service


Billy Hamilton is the founder of Octopus group. His role consists of strategic planning, audience insight and brand development. Billy’s experience ranges from marketing communications to research, strategic planning and business development for B2B brands.

Zendesk Chat: Your customer engagement channel

On-Demand with Abhi Basu, Jakub Glodek, and Trent Bloom

Zendesk Chat provides your business with an advanced solution capable of providing a proactive, real-time, and customizable experience for your customers. Not only is Chat easy to set-up within your Zendesk, it also provides advanced ticket functionality, analytics, and overall workflow.

Watch this webinar and learn:

● How to integrate Chat, build a common workflow, and best practices
● How to drive sales and increase customer satisfaction using Chat
● Implementing and scaling Chat as a channel
● Why Chat is an important channel for your business
● Customer use-cases for both sales and support

Zendesk Feature Close-Up: Triggers

Let’s be honest: There are a wealth of features to think about when you’re building a workflow. In Zendesk, triggers are by far the most beloved and arguably the most important. For good reason—they’re powerful and have the capacity to shave precious seconds off every support interaction. Those seconds add up. Triggers can eliminate manual processes, which reduces keystroke errors and, in turn, makes your data more reliable. They'll also keep working for you by running in the background as a ticket moves through its lifecycle, ensuring that nothing slips through the cracks for your agents and customers.

In this on-demand webinar, Zendesk Trainer Emily Page will show you just how much work triggers can do for your team. Whether you’ve just started mapping out a workflow or you’ve been using Zendesk for years, tune in for some pro tips that will make sure you’re up-to-date on the creative ways to use triggers.

The Shifting Mindset: Why You Need to Prioritize HR Service Delivery

Human Resource organizations are at an inflection point. SaaS technologies are enabling them to transform the way they attract, hire, engage, and communicate with employees. The question for most organizations isn’t whether to move to the cloud but where to start.
 
Join us for a webinar with Lance Haun, Practice Leader at The Starr Conspiracy, and David Hanrahan, VP of People Operations at Zendesk, as they discuss why it’s more important than ever before to take a customer-centric approach to serving your workforce.

    Lance is a practice leader at The Starr Conspiracy Intelligence Unit, the research, consulting, and publishing arm of The Starr Conspiracy. Before joining The Starr Conspiracy Intelligence Unit in early 2013, he was an editor at ERE Media for over three years. Lance is a regular speaker, having spoken at the numerous national and regional events and webinars. He is regularly interviewed as an expert on HR and recruiting issues by The Wall Street Journal, MSNBC.com, HR magazine, Workforce Magazine, Fast Company, and BNET.com.

    David Hanrahan is the VP of People Operations at Zendesk in San Francisco. Zendesk is a technology company that provides a comprehensive set of tools for clients to manage customer relationships. Previously at Change.org, Twitter, and Electronic Arts, Mr. Hanrahan has over a decade of leading innovative HR and Recruiting functions in the tech industry. His proudest accomplishment is his daughter, Stella.

    In this webinar, you’ll learn: 
    ● Strategies to implement and pitfalls to avoid for HR service delivery
    ● How HR help desks can help organizations deliver on increased productivity, improved compliance, and a better employee experience via easy tools and robust insights
    ● What to look for in HR service solutions
    ● Why a more service-oriented mind-set is crucial for HR organizations

How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage with customers proactively, improve operations, reduce customer churn, and improve customer relationships over the long-term. Think better support experiences for everyone.

Ken Landoline, principal analyst at Ovum, focusing on customer engagement, where he analyzes and tracks contact center hardware/software technologies and associated applications for both on-premise and cloud-based solutions.

Adrian McDermott, Senior Vice President of Product Development at Zendesk, will join Landoline to discuss how your business can use machine learning to provide a better customer experience.

Join us for a unique opportunity to learn from guest speaker Ken Landoline, Principal Analyst at Ovum, a market-leading research and consulting business.

This webinar will cover:
● How customer expectations and behaviors on support channels have changed
● The roles and impact of big data and machine learning on customer experience
● How predicting customer satisfaction helps prioritize interactions and prevent churn rates
● The future of data, analytics, and customer service

This webinar is complimentary, so feel free to spread the word and share with colleagues who you think might benefit from this.

Making Multichannel Support Simple and Successful

Email. Phone. Chat. Messaging. Customers want to connect with companies over a variety of channels. And regardless of channel, they expect a seamless experience.

Join Matt Price, Zendesk’s SVP of Emerging Businesses, to learn more about how businesses are improving the experience for their customers and reducing costs by integrating new channels into their support operations.

We’ll also be joined by Matthew Grossman, co-founder and COO of Dorm Room Movers, the industry leader in college student storage and shipping, who will talk about how Dorm Room Movers is boosting agent productivity and reducing costs by integrating email, phone, chat and SMS support over one platform.

During this 60-minute webinar, we’ll cover:
● How to boost agent productivity through integrating new channels
● How to improve customer satisfaction with more seamless support
● How to set up new channels quickly with just a few clicks
● Tips and tricks for support leaders to successfully manage multiple channels


Matt Price is Zendesk's SVP of Emerging Businesses, overseeing Zendesk Voice, Zopim, Message and other emerging product lines. He founded the Zendesk Europe office in 2011 and regularly comments in the press and speaks at conferences on the future of customer service in a multichannel world.


Matthew Grossman is co-founder and COO of Dorm Room Movers, the industry leader in college student storage and shipping. 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.



Josh Frank is a Product Marketing Manager at Zendesk where he leads go-to-market activities for Zendesk’s products. He is passionate about helping companies build better relationships with their customers.

Thriving in the Expectation Economy

Today’s shoppers aren’t unreasonable—they simply want companies to deliver on their promises. When companies don't, consumers tend to take their complaints online, unafraid to share a bad experience or hoping for a better result.
 
In this way, customers are defining what great support looks like. They're telling companies what they need and want, and it's up to each company to listen and to begin to anticipate customer needs in the near future.
 
At Zendesk, we know that staying on-trend is a full-time job. That's why we’ve brought in an expert to talk about the top five retail customer service trends that you need to know to exceed shoppers' expectations.
 
Join us, along with Maxwell Luthy, TrendWatching’s Director of Trends & Insights, to learn more about five crucial trends that affect a shopper’s experience and buying power.
 
The five top trends we’ll discuss:
● Contextual Omnipresence: Be where your customers are when they need you
● Informal Info: Speak the language of your customers
● Beneficial Intelligence: Machine learning and artificial intelligence
● Taste-led Targeting: Tailor your marketing for an audience of one
● Video Valet: Webcam-enabled facetime

Context matters: Strategies for empowering agents with more information

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.