Our free webinars are a great way to continually optimize your Zendesk alongside a scaling organization. We’ll keep you up-to-date with best practices and industry trends from our team of support experts. And in each session, you’ll be joined by Zendesk Admins from companies of all shapes and sizes, so show up ready to be inspired!
Optimize: Customer Support
When it comes to optimizing your support organization, benchmarking and performance reviews are the best place to start. We’ll show you how to capture the right data in your Zendesk so you can assess your existing workflow and start improving your metrics (agent productivity, first reply time, full resolution time, and more). You’ll also have the chance to ask us questions during the live Q&A.
- AMER - July 28, 2017, 10:00 AM PDT: Optimize Customer Support
- EMEA - July 27, 2017, 10:00 AM BST: Optimize Customer Support
- APAC - July 27, 2017, 2:00 PM AEST: Optimize Customer Support
Did you know that 58% of a company’s inbound call volume comes from customers who were on the website but ended up calling? Optimizing your self-service experience is one of the easiest ways to quickly impact your support costs and volumes. We’ll cover content curation, ticket deflection, journey-mapping and more. Stick around to ask our experts your self-service questions during our live Q&A.
- AMER - August 18, 2017, 10:00 AM PDT: Optimize Self-Service
- EMEA - August 10, 2017, 10:00 AM BST: Optimize Self-Service
- APAC - August 17, 2017, 2:00 PM AEST: Optimize Self-Service
Leveraging Enterprise Features
You’ve made the move to the Enterprise Plan, and you’re ready to modernize your customer service at scale. Leveraging the features that are now available to you to create an even better customer experience is essential to your success - and we want to help get you there. Join us for an overview of the new Zendesk features you’ll have at your fingertips. We’ll share our best practices for getting the most out of your new plan.
- AMER - September 1, 2017, 10:00 AM PDT: Leverage Enterprise Features
- EMEA - August 31, 2017, 10:00 AM BST: Leverage Enterprise Features
- APAC - August 31, 2017, 2:00 PM AEST: Leverage Enterprise Features
Feature Close Up
In this series, we focus on a single Zendesk feature, starting out with basics and then fully exploring its potential. Our trainers share best practices for setup and implementation, as well as interesting examples of how to incorporate the feature into your workflow. These sessions conclude with a live Q&A led by one of our very own Customer Advocates.
- AMER - August 15, 2017, 10:00AM PDT: Feature Close-up: Topic TBD
- EMEA - August 14, 2017, 10:00 AM BST: Feature Close-up: Topic TBD
- APAC - August 14, 2017, 2:00 PM AEST: Feature Close-up: Topic TBD
- Feature Close Up: Automations
- Feature Close Up: Groups
- Feature Close Up: Ticket Fields
- Feature Close Up: Triggers
- Zendesk Deep Dive: Customizing Insights Reports and Dashboards
- Zendesk Deep Dive: Increase Productivity with Macros
- Zendesk Deep Dive: Managing Views
- Zendesk Deep Dive: Dynamic Content and Localization (co-presented by Evernote)
- Zendesk Deep Dive: Multibrand
- Zendesk Deep Dive: Context matters - Strategies for empowering agents with more information