Why Self-Service Support Streamlines CX

Madison Hoffman, Director of Chatbot Operations at Zendesk.
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Self-service isn’t just about empowering customers. It creates more engaging work for your agents and helps provide a seamless support journey. Madison Hoffman, Zendesk’s Director of Chatbot Operations, shares why the future of CX is self-serve.

Knowledge is power. And in this Supercharged CX video session, support superstar Madison Hoffman explains how CS teams can put this power to good use: for the benefit of both customers and agents.

Watch the full video here.

After starting out at Zendesk on the front lines of CS, Maddie worked her way up to Director of Chatbot Operations. She champions using agents’ expertise in the field — drawing on their intimate knowledge of customers to deliver better experiences. This not only helps agents proactively solve support issues, but allows CS teams to become a voice of the customer within organizations.

Maddie discusses the power of self-serve support with Hosam Hassan, one of our Solutions Consultants at Ultimate and a Zendesk expert.

In this session you’ll hear all about

  • Why delivering joyful CX (both in person and through self-service interactions) is more important than ever in challenging economic times
  • How companies can harness their CS team’s knowledge to provide faster, better, self-service support — and give agents the tools they need to work more effectively
  • Maddie’s top 3 trends to watch in the CX space
  • And what brands can do to elevate the agent experience, and show CS teams the value of their work

Want to gain more insights from leading voices in CX? Check out our Supercharged CX session on personalizing customer interactions.

Ready to supercharge your CX?