OnSIP uses Zendesk everyday to help us better serve our customers' needs. The platform has saved our Customer Success Team countless hours with streamlined logistical and coordinating support that allows our staff to offer efficient and superior service.
We've teamed up with Zendesk in the past when we built the OnSIP Call Assistant, a Chrome extension that automatically creates Zendesk tickets for inbound support calls, including information such as phone number dialed, callback number, caller ID name, and time stamp.
Members of our team were recently excited to attend Illuminate and ZenU, two Zendesk related events in NYC, to preview new features, learn about Zendesk development, and engage in discussions about superior customer service.
Illuminate: A Strategic Approach to Customer Engagement
"As we have learned here at OnSIP, building relationships with customers makes for a smoother service experience," said OnSIP Customer Success Team Leader Larry Browne. "Illuminate brought in leading companies such as Adobe, Nine West, and Pinterest, who shared their experiences with customers and highlighted how Zendesk made their outfit better. It was a very helpful exercise, and I look forward to employing some of their suggestions for our hosted PBX operation."
Illuminate was organized by Digital Sandbox on the 4th floor of our office building, 55 Broad Street, and was moderated by CNBC's Natali Morris. The event focused on a series of panels with customer service leaders sharing advice on how to empower customer service representatives to make customers happy and companies successful. A common theme examined how individual personalities can make incremental decisions to offer a better overall experience to the customer.
ZenU
ZenU is an event with international reach that happened to land in NYC the day after Illuminate. ZenU taught members of our engineering and customer success staff how to create custom apps for Zendesk. The rest of the day was filled with best practices, user ideas, and free goodies. There was also discussion about how Zendesk Insights, the new reporting/analytics part of Zendesk, can benefit internal support reviews.
"The developer lab was very helpful," said OnSIP Project Manager Jason Salsiccia. "We got to walk through creating an app for the Zendesk platform step by step and had our questions answered as we worked through it. When I got back to the office, I was able to write an app for OnSIP that links the bug tracking system used by our engineering department with our Zendesk account. It should be helpful in maintaing tickets across the two platforms."
Implementing New Zendesk Features at OnSIP
Overall, the events were very informative and stimulating and our team plans to implement the information gleaned at these seminars. Zendesk remains a pivotal facet of our day-to-day operations, and we look forward to attending more specialized customer service seminars in the near future. Our customer success team will continue to collaborate with our engineers to give our customers a superior and streamlined customer service experience.