HOW MODERN IT EMBRACES CUSTOMER RELATIONSHIPS OCTOBER 7, 2015 Alex Milne & Anna Kent IT Technical Director & Sr. Project Leader
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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
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
Student Voice
S tudent Advocates
Technology Evangel is ts
OUR ROLE IN THE RELATIONSHIP AS TECHNOLOGY PARTNERS
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
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
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
It’s not just about support … it’s about experience.
RELATIONSHIPS THROUGH THE CUSTOMER LIFE CYCLE
First Touch
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
EMAIL COMMUNICATIONS
PHONE/CHAT
WEBSITE
ZENDESK HELP CENTER
Arrival
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
WHARTONIZATION
TABLE TECH
EDUCATION
ONGOING SERVICES
KNOWLEDGE FOR ACTION
“Whartonization” – Returning students to productivity
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Snack Tables – Increase visibility, feedback, and identifying student issues
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Education – empowering users
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Zendesk – self-service and easy access to help
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
Onsite
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
TECH CENTER
ONGOING EDUCATION
SURVEYS / FEEDBACK
ZENDESK HELP CENTER
KNOWLEDGE FOR ACTION
Redesigned Student Computing center to be more inviting
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Lunch & learns, experimentation, pilots, Q&A sessions
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Yearly survey, informal feedback at events
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Ongoing Zendesk Support
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
Graduation/Transition
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
TECH CENTER
EDUCATION
CHECKLISTS
ZENDESK HELP CENTER
KNOWLEDGE FOR ACTION
Education to ensure smooth transition – no lost data
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
KNOWLEDGE FOR ACTION
Creating checklists in Zendesk for easier guided self-help
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
Out-a-site
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
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
How Modern IT Embraces Customer Relationships Relate by Zendesk | October 7, 2015
Thanks! Contact us [email protected] [email protected]
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