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Duration 28:32
16+
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Best Practices for Stepping Up Your Self-Service: 3 Tips and Tricks to Keep Your CX Agile and Impactful

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Oliver Nono
Director, Enterprise Customer Success, AMER at Zendesk
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Best Practices for Stepping Up Your Self-Service: 3 Tips and Tricks to Keep Your CX Agile and Impactful
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About the talk

With most customers attempting to resolve problems on their own before reaching out to support teams, it’s no surprise that self-service is no longer a nice-to-have. Yet creating self-service that keeps up with ever-changing customer preferences and dynamic and complex business needs can seem daunting. 

Take away strategies and best practices to: 

  • Create self-service that is seamless for customers

  • Ensure your team is involved with knowledge and leveraging relevant data

  • Drive modern and agile experiences through a more robust self-service program

Gather essential best practices for keeping your CX agile and impactful

 

00:00 Intro

00:46 Oliver Nono

02:08 Success companies

03:47 Self-Service

06:35 Way to go

07:58 Visualisations

09:45 3 Tips to Keep CX Agile and Impactful

11:58 The foundation of self-service

12:50 Content strategy

14:04 Organic search

15:00 Surface knowledge

19:24 Example

20:16 Follow the Data

22:00 Key Takeaway

23:37 Q&A

About speaker

Oliver Nono
Director, Enterprise Customer Success, AMER at Zendesk

In a rapidly changing business world, the focus of many companies is changing from acquiring customers to ensuring current customers have the best experience possible so they make them customers for life. As a customer of many businesses, the ones I keep going back to are the ones that surpass my expectations every single time I interact with them and not just when something goes wrong.

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I'd like to give Seth confer the vice president of Digital customer experience. A tadco, a big. Thank you. And I'm sorry stuff going to be here in person today. However, you can reach him through his profile at the website and connect with him throughout the day. He's a wonderfully smart man with a ton of experience of all the way to operations and supply chain. So I heard you delete apps. That now, moving on to our first industry expert. I'm delighted to introduce you to all of her. No, no. The head of customer success at zendesk where she'll be talking to you about 3 tips and

tricks to keep your CX agile Oliver over you. Awesome. Thank you, Dennis. I really appreciate it. Tell everyone excited to join you all for my home office here in the Bay Area in California, excited to talk to you about, how you can set up your self service. As soon as mention. I lead the North American and lanthanum success teams for zendesk. If you ever heard me speak always like to say that my claim to fame meds and ask is that, I have the third-best email address in the company and that so no as in the stock cam. So in case you have any questions, please feel free to

reach out to me. After this meeting. Happy to answer any questions. If you don't get to it at the end, we like to say that we help companies create and deliver world-class customer service experiences faster. And as leader leading customer success seems I've been truly lucky over the last four years that I've been there to see some of the leading companies and CX. So I'm excited to discuss the three tips that can keep your stick schedule. An impactful. I'll discuss. Findings that we seen in ours and its Benchmark and have reported in RC expense report and as well, some of the things that

are seen in the field and my team is so you'd seen the field. So let's get to it. I don't want to start off with the statement that hopefully doesn't surprise any of you know, but we see our customers succeeding, when they made things easy for their customers and had

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