Zendesk Spark - Mumbai

The gist:

Join us for Zendesk Spark on Thursday 9th of March and ignite your passion for Customer Service. Discover useful tips and tricks and hear best practice on how to optimise your Zendesk instance and ensure your support team are set for success in 2017. You’ll have the opportunity to learn from our Zendesk Experts, hear customer stories and to network with other Zendesk customers and users throughout the event.

Topics we’re covering:

9:00AM to 10AM - Tea and Registrations

10AM to 10:30AM - What’s New in Zendesk

It’s hard to keep up with everything that’s new in Zendesk as we are continuously working on improving the Zendesk solutions you know and love. As you might have noticed, Zendesk is now a big, happy family of products, including two brand new additions—Explore and Connect. In this session get the latest updates on all the improvements we’ve made to your Zendesk Support, Help Center, Chat, and Talk.

10:30 to 11AM Optimise Support

When it comes to optimising your support organisation, 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).

11AM to 11:20AM - Tea and Networking

11:20AM to 11:40AM Optimise: Self-Service

Did you know that 58% of a company’s inbound call volume comes from customers who were on the website but ended up calling? Optimising 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.

11:40AM to 12PM 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. In this session you’ll learn;

• 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

12:00PM to 12:20PM Handy Hints and Tips and Feature Close-Up

Our team will share best practices for setup and implementation of 3 key features as well as interesting examples of how to incorporate these into your workflow. This session will conclude with a live Q&A.

12:20PM to 1PM - Lunch and Networking

This is a free event for anyone interested in optimising and transforming their customer experience. We encourage you to bring a laptop to follow along and also use this opportunity to meet and chat with our Zendesk Experts and the local Zendesk Community.

Date and Time:

Thursday, 9th of March

9:00am - 1:00pm (IST)