Available On-Demand with Michelle Torres

Did you know Zendesk has hundreds of pre-built apps and integrations that allow you to extend and enhance your Zendesk Support account?

Join Michelle Torres, Senior Manager of the Zendesk Apps Marketplace, for a brief 15 minute walk through of our Apps Marketplace.

During this webinar we’ll discuss:

• What are apps and how do they work
• Examples of public & private apps
• How to install an app
• Customer use cases on how they utilize apps within their support organization

Watch now!

Available On-Demand with Zendesk's Katherine Kelly & Anthony Okumura

Keeping customers happy is the name of the game in customer service – but what’s the best strategy to keep customers content?

Join Katherine Kelly, Director of Product Marketing at Zendesk, for an inside view on how the Zendesk Support Professional Plan can create a data-driven environment best fit for sustainable, positive customer service interactions for your business.

During this webinar we’ll discuss how to:

• Increase customer satisfaction on nearly every interaction
• Translate both positive and negative customer feedback into business intelligence
• Turn your ticket data into actionable steps towards ticket deflection, smarter business rules and happier customers

You’ll also see feedback from customers already using the Professional Plan to upgrade their real world support operations.

Watch now!

Available On-Demand with David Williams & Anthony Okumura

Growing your customer service operation doesn’t need to be painful- as long as you have the right tools for the job.

Join David Williams, Vice President and General Manager of the Zendesk Support product, to learn how you can scale your team’s efforts while also removing friction for both customers and agents with the Zendesk Support Enterprise Plan.
During this webinar we’ll discuss how to:

• Speed up reply and resolution times across each type of request you serve
• Increase customer satisfaction with predictive machine learning
• Improve visibility into support operations

You’ll also see feedback from customers already using the Enterprise Plan to upgrade their real world support operations.

Watch now!

Available On-Demand with Ben Collet, Katherine Cavanaugh, and Dan Bellenbaum of Zendesk

Have you ever wondered how we leverage our own products here at Zendesk? In this series, we’ll provide a behind the scenes look at the many ways we put our own tools to use.

Join Ben Collet, Zendesk’s own Global Director of Customer Advocacy, in conversation with leaders from our sales and finance departments about how they’ve created a seamless cross-departmental experience for our customers, such as fielding:

• Product questions
• Sales inquiries
• Billing adjustments
• And other operational requests

During this webinar we’ll discuss how unifying these departments within one platform has led to a more efficient and satisfactory experience for our customers while also increasing employee productivity.

We’ll also share a few tips we’ve learned while bringing additional teams into our Zendesk Support instance for you to consider as you do the same.

Watch now!

Available On-Demand with Mary Wardley

If you have a mobile app for your customers, you already know the value of meeting people where they already are. But how do you also ensure that you’re meeting their growing expectations?

Watch the webinar to learn the value of offering mobile in-app support featuring IDC analyst Mary Wardley, the author of Streamlining Customer Service with In-App Support Solutions. We will also be hearing from Josh Greenwald at Swiftkey on how they embedded Zendesk into their app to support 300 million users.

Download a 30 minute walk-through of Zendesk Chat

During this video we’ll cover:

• The benefits of live chat: driving higher customer satisfaction, increasing conversion rates, and improving agent productivity,
• Some key metrics and the ROI of Zendesk Chat based on a recent Forrester study,
• Chat demonstration: how to implement and customize your widget, chatting as a visitor/agent, the power of proactive chat, and chat analytics and reporting,
• How Zendesk Chat integrates with Zendesk Support.

Trent Bloom - Product Specialist and Marketing Manager






Abhi Basu - Lead Product Marketing Manager

Complete the form below and get access to the on-demand video! If you have any questions please direct them to support@zendesk.com.

Transforming customer experience (CX) is more important than ever. But despite growing interest in the discipline, most companies have a long way to go to accelerate their CX efforts.

Join Maxie Schmidt, principal analyst at Forrester and Roshni Sondhi, director of customer success at Zendesk, and learn:

• What drives the urgency to invest in CX.
• How great CX drives business results.
• How to get buy-in and share the business benefits of CX.

 
Watch this on-demand webinar now and get access to Forrester’s full report, “Why CX, Why Now”.

Maxie Schmidt is principal analyst in Forrester’s CX research team and lead Forrester’s research on CX measurement and customer feedback programs.

Roshni Sondhi is director of customer success at Zendesk and has spent over the last 10 years partnering with various companies on how to effectively plan and execute against a customer experience strategy.

Watch our recent webinar, featuring Forrester analyst Kate Leggett, that will offer concrete ways to assess your current customer service team and capabilities to find opportunities to improve. Learn how to gain executive buy-in, build stakeholder consensus, manage agents more effectively, and select the right technology to create loyal customer experiences.

Watch Now!

VP, Principal Analyst Serving Application Development & Delivery Professional. Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

In the ever-competitive field of retail and ecommerce, customer support experience can be the difference between earning a loyal customer or an abandoned shopping cart.

Join Daryl Unger, director of customer experience at Plated, a fast-growing leader in the subscription-economy, and Josh Frank, product marketing manager at Zendesk, to learn more about delivering a customer-centric service experience to meet the evolving expectations of today’s retail customers.

During this webinar we discuss:

• How Plated’s world-class customer service experience contributes directly to the company’s growth.
• How you too can deliver a seamless service experience that both improves customer satisfaction and increases sales conversion rates.
• 2017 trends in retail customer service and staying one step ahead of customer expectations.

Watch now!

Daryl Unger is the director of customer experience at Plated, a fast-growing leader in the subscription-economy, that delivers chef-designed recipes to cook at home. Daryl is a business operations industry veteran. He has over 13 years experience defining better customer experiences across many industries, as well as both start-ups and large companies.

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.

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 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.

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

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.

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

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

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.

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 Talk, Chat, 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.

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

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes flowers and chocolates, too.

More than giving customers a single great experience, it’s vital to use data to provide a lifetime of great ‘dates’. In this 60-minute on-demand webinar, Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist, will show you how machine learning can help improve your customer relationships, and how Zendesk uses predictive analytics to improve our support and raise customer satisfaction.

This webinar will cover:

• How you can use machine learning to improve your customer relationships
• How predictive analytics impacts customer service agents
• 4 business dating tips for forging more meaningful relationships with your customers

Jason Maynard is the Director of Data and Analytics at Zendesk. He heads up a team that builds products designed to unravel the complexity of customer relationships through data.

Dave Dyson is a Customer Service Evangelist at Zendesk's headquarters in San Francisco. Formerly a senior customer support manager, he now works to help share the best practices he’s learned to Zendesk’s customers.