We have Lance Conzett, the CX Lead at Found, joining us for a kaleidoscope of conversations. We cover a wide range of topics including Zendesk best practices, phone support, the satisfaction of working on a product that genuinely interests you, acquisitions, and the impact of the pandemic on work dynamics.
One of the main highlights is the newly rolled out Zendesk AI, which introduces exciting features such as AI-powered summarizing and tone-sentiment analysis. We're eager to see how effective the triaging feature will be and the potential it holds for a tiered support system.
We touch upon various subjects throughout the episode:
03:00 Tech Conferences
04:00 Exploring Zendesk's AI
06:00 Intelligent Triaging and Sentiment Analysis for Tiered Support
12:00 The Reluctance of Startups to Implement Phone Support
18:00 Found, the Banking Solution for the Self-Employed
19:00 Working during in the Pandemic & Burnout
24:00 Finding Meaning in Your Work
27:00 Conversation on Professional Development and Acquisitions
38:00 Discussion on Ticket Movement and Metrics in Zendesk
42:00 The “Cringe Rate” Metric
45:00 Zendesk Triggers, SLAs, and CX Trends
49:00 Exploring the Potential of AI in Customer Support
With such a diverse range of topics covered, we found it challenging to give this episode a single title. Hence, we've introduced a new episode format called "Kaleidoscope Conversations" for those episodes where we just explore a multitude of wide-ranging topics.
