Guided Demo of Zendesk Chat

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.

Why CX, Why Now?

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.

How to Deliver Better Customer Service This Year

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.

2017 retail and ecommerce customer service trends

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.

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.

Engaging with Students in the Modern World

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
 

The Power of Integrated Phone Support, Featuring Dorm Room Movers

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

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.

What's New in Your Zendesk: Pack in the Productivity

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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.

What's New in Your Zendesk: Advanced Voice

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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

Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships

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

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

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.

Zendesk Deep Dive: Dynamic Content and Localization

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.

Industry Trends Webinar: The Future of Customer Service featuring Forrester Research

We believe that a look at the top ten customer service trends released by Forrester Research early in 2015 make one thing clear: customers expect businesses to innovate their way into the future, and to adopt and embrace the smart technology available today.

Ali

Watch this on-demand webinar and hear directly from guest speaker Kate Leggett, VP, Principal Analyst at Forrester Research, as she shares personal insights into the top three trends affecting your ability to deliver excellent service, retain customers, and increase top-line revenue:

  • Customers will embrace emerging channels to reduce friction
  • Customer service will adopt a mobile-first mindset
  • Companies will explore proactive engagement

Ali

Kate is joined by Ali Rayl, Director of Customer Experience at Slack. As a Zendesk customer for more than 3 years, and with a strong product, customer-centric philosophy, and tight integration with Zendesk, Slack as an innovative company that demonstrates each of these three trends.

Effort and Conversion: An Inverse Relationship

Laura Pappas

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.

What’s New in Your Zendesk: Establishing Innovation

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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.

Zendesk Deep Dive: Customizing Insights Reports and Dashboards

Zendesk Deep Dive

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.