Zendesk on Zendesk: How we provide multichannel support at scale

Available On-Demand

About

Have you ever wondered how Zendesk uses Zendesk? In this ongoing series, we’ll take a behind the scenes look at how our global customer advocacy team puts our own products to use to provide around-the-clock multichannel support experience.

Join Zendesk customer advocacy team leaders in a conversation about how they created a seamless support experience for 100K+ customers across all channels, including:

● Self-service
● Email
● Live Chat
● Phone

During this webinar, we’ll discuss challenges and successes encountered along the way and what we’d change if we could do it all over again. We’ll discuss how a multichannel approach enables us to meet customers where they are, which increases our customer’s satisfaction and, in turn, improves our own agents’ efficiency.

After this 60-minute webinar, you’ll come away with new ideas and things to try, whether you are just starting to expand your channels beyond email or are a veteran of multichannel support.

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Speaker

Ben Collet

Ben Collet Ben Collet is a Director of Global Advocacy at Zendesk where he leads customer service initiatives for enterprise and strategic accounts. Ana Wiechers Ana Wiechers is a Senior Manager of Customer Advocacy where she leads a team responsible for triage and product support across multiple channels. Melissa Burch Melissa Burch is a Knowledge Manager at Zendesk where she leads efforts to deliver increasingly valuable self-service offerings to our customers. Jim Nestell Jim Nestell is a Senior Manager of Global Advocacy Operations at Zendesk where he leads cross-functional teams in charge of implementing and maintaining our multi-channel customer service environment.