Acting with a unified customer view on Zendesk
The Zendesk Community sat down with experts from our Platform Team to cover the ins and outs of acting with a unified customer view on Zendesk. We reviewed the multitude of ways you can use a range of Zendesk capabilities to build a more complete customer view, plus how to take intelligent action on it. Attendees were treated to demos and actionable tips on using customer insight to deliver a faster and more personalized level of service.
00:00 - Introductions
00:30 - Agenda
01:15 - Our Experts
02:40 - Trends
02:55 - Businesses struggle to act on data
04:03 - Take action with a unified customer view
06:30 - Live Demo
14:00 - Tips & Tricks
14:20 - Boost Agent Productivity & Personalize self-service
16:45 - Unify & Tailor customer conversations across channels
18:41 - Give agent key context & power to act
20:05 - Optimize the customer journey across systems
22:30 - Q&A
22:40 - What are the plan/feature prerequisites within Zendesk for getting a unified customer view?
24:11 - How can I bring external customer journey data into Zendesk?
26:00 - How easy is it to build a custom app to pull in data from various sources?
27:45 - How can we use layouts/interfaces to get a more customer-centric view?
29:27 - How can we update the organization page to reflect different customer information?
31:21 - Any advice on how to prep data & systems before integrating them with Zendesk?
33:17 - Can we use an API to view data from another system in the agent's customer view?
34:15 - Are there ways we can use Zendesk to get a more unified view across multiple message threads?
38:55 - How does a unified customer view work with Answer Bot?
42:00 - Is there any training material being prepared to break down objections for customers who are used to Salesforce's mindset, which is focused on the customer's vision?
43:40 - What are the limitations of using a 3rd party chatbot with Zendesk enterprise version (without SunCo)?
45:30 Coming Soon
Event Slide Deck: http://bit.ly/3Va0vHA