how modern it service embraces customer relationships

HOW MODERN IT EMBRACES CUSTOMER RELATIONSHIPS

OCTOBER 7, 2015 Alex Milne & Anna Kent

IT Technical Director & Sr. Project Leader

Introductions

How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015

Building Relationships from Day One


Student Voice

S tudent Advocates

Technology Evangel is ts

OUR ROLE IN THE RELATIONSHIP AS TECHNOLOGY PARTNERS


Customer-‐ centric

Organiza2on

Empowering users

Customer focused

leadership

Designing the experience

Empathy is key in front-‐line services

Feedback drives innova>on & improvement

Understanding the customer


It’s not just about support … it’s about experience.

RELATIONSHIPS THROUGH THE CUSTOMER LIFE CYCLE

First Touch


EMAIL COMMUNICATIONS

PHONE/CHAT

WEBSITE

ZENDESK HELP CENTER

Arrival


WHARTONIZATION

TABLE TECH

EDUCATION

ONGOING SERVICES

KNOWLEDGE FOR ACTION

“Whartonization” – Returning students to productivity



Snack Tables – Increase visibility, feedback, and identifying student issues



Education – empowering users



Zendesk – self-service and easy access to help


Onsite


TECH CENTER

ONGOING EDUCATION

SURVEYS / FEEDBACK

ZENDESK HELP CENTER


Redesigned Student Computing center to be more inviting



Lunch & learns, experimentation, pilots, Q&A sessions



Yearly survey, informal feedback at events



Ongoing Zendesk Support


Graduation/Transition


TECH CENTER

EDUCATION

CHECKLISTS

ZENDESK HELP CENTER


Education to ensure smooth transition – no lost data



Creating checklists in Zendesk for easier guided self-help


Out-a-site


LIFELONG EMAIL

WHARTON CONNECT

MAILING LISTS

Summary of what we learned about building relationships

•  Feedback drives innovation

•  Conversation reveals areas for improvement

•  Opportunities exist for relationship building at every step of the customer life cycle


Thanks! Contact us [email protected] [email protected]

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