On this episode, we’re joined by André Heller, Director of the Signpost Project at the International Rescue Committee (IRC). Andre shares insights on how IRC leverages technology and innovative strategies to enhance humanitarian aid efforts globally.

We discuss:

(07:52) How collaboration with Zendesk revolutionized IRC’s Signpost project.

(09:01) Using a customer service platform for social work at IRC.

(11:00) The importance of empowerment through information.

(13:24) Increasing efficiency by integrating social media channels with Zendesk.

(14:44) The critical role of efficiency in life-saving humanitarian work.

(16:43) Addressing digital accessibility challenges in humanitarian contexts.

(19:25) Developing AI agents for humanitarian use.

(21:33) Creating a digital workforce for future aid response.

(22:41) Building trust by being responsive to community needs.

(24:06) Implementing dynamic processes for internal and external communications.

(25:00) Celebrating great customer service experiences.

(25:46) The positive impact of trust in customer service interactions.

Resources Mentioned:

André Heller - https://www.linkedin.com/in/andre-heller-perache/

International Rescue Committee - https://www.zendesk.com/customer/international-rescue-committee/

Zendesk Tech for Good - https://techforgood.zendesk.com/hc/en-us

Sign up for a free trial at Zendesk.com

#CX #CustomerService #CustomerExperience

On this episode, we’re joined by Steven Warfield, Vice President of Customer Service and Technical Support at Zendesk. Steven shares insights into how AI is transforming customer service at Zendesk, emphasizing the importance of human interactions and career growth alongside AI implementation. He also shares valuable feedback from Zendesk customers on their experiences and preparations for an AI-powered future.

Key Takeaways:

(00:42) Turning the mic on Zendesk and AI impacts.

(01:23) Customer feedback on AI preparation.

(04:11) Enhancing efficiency and satisfaction with AI.

(05:30) Preparing agents for AI-driven changes.

(08:28) AI transforms roles into problem-solving.

(10:03) Positive agent feedback on AI tools.

(12:00) AI as a journey with pilot programs.

(14:03) Shifting to subject matter experts.

(15:47) Creating transparency for agents.

(17:03) Proving AI benefits to unlock time.

(18:11) AI focuses on meaningful interactions.

(20:39) AI impacts career opportunities and job architecture.

(22:17) Embracing change and broadening horizons with AI.

Resources Mentioned:

Steven Warfield - https://www.linkedin.com/in/steven-warfield-3645794b/

Zendesk - https://www.linkedin.com/company/zendesk/

Unlock the power of AI for customer experience - https://www.zendesk.com/mc/intelligent-cx/

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience

On this episode, we’re joined by Brent Pliskow, General Manager and Vice President of Customer Support at Upwork. Brent shares his expertise in integrating AI with human-driven customer service to elevate both customer and agent experiences.

Key Takeaways:

(03:21) Upwork’s role as a global work marketplace.

(04:17) How Upwork handles payments and disputes to ensure smooth transactions.

(06:52) The introduction and impact of AI on Upwork’s customer support.

(08:00) Brent’s insights on the transformative power of ChatGPT at Upwork.

(09:00) The significant improvement in self-service rates due to AI integration.

(10:19) Enhancing first contact resolution with technology.

(11:28) The shift in the nature of customer support queries received by agents.

(18:21) Brent’s perspective on the future of technology at Upwork and beyond.

(23:50) The memorable customer service experience that impacted Brent personally.

Resources Mentioned:

Brent Pliskow - https://www.linkedin.com/in/bpliskow/

Upwork - https://www.linkedin.com/company/upwork/

Unlocking the Power of AI for CX webinar - https://www.zendesk.com/mc/ai-for-cx-webinar/

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience