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Fom coworker to coworker: Build an internal help desk strategy (ft. Homebridge, OpenTable & Compass)

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Turns out, it’s actually pretty nice to chat with internal teams like HR and IT. When you empower employees with convenient ways to communicate with each other, you boost employee engagement. Jim Gearhart (Zendesk) and a panel of innovative companies (OpenTable, HomeBridge, and Compass) discuss how an internal help desk strategy drives organizational productivity, employee engagement, and improves business outcomes.

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Fom coworker to coworker: Build an internal help desk strategy (ft. Homebridge, OpenTable & Compass)

  1. 1. 2B TRACK NOW From coworker 
 to coworker: 
 Build an internal 
 help desk strategy
  2. 2. TRA C K 2B From Coworker to Coworker: Build an Internal Help Desk Strategy Senior Director, Enterprise Business Applications & Development, Zendesk JIM GEARHART Director of Client Facing Experience & Analytics, Homebridge BEN CHAPMAN Sr. Manager, Global IT Help Desk, OpenTable DOUG ROBERTS Director of IT, Compass PAUL
 PARKER
  3. 3. 108 3,000 10 100% Home purchasing
 and refinancing Previously
 using email Support, Chat,
 and Guide Homebridge
 Agents Employees Departments
 using Zendesk CSAT
  4. 4. 16 625 1,100 20M Opentable
 helpdesk agents End user requests
 per week Employees Diners seated per month Improve employee experience Self-service Usability
  5. 5. Software for real estate agents International expansion Used across departments Scale ~80002-3750 99.6% Real estate
 agents New offices per week Zendesk
 Agents CSAT
  6. 6. Why it’s important to have a robust
 internal help desk
  7. 7. Everyone is a customer Over half of business leaders
 said they have plans to create employee experiences comparable to consumer experiences Companies with great employee experience outperform the S&P 500 by 122% 50%+ Source: Glassdoor Source: Accenture
  8. 8. Internal Help Desk Challenges Today 492 76% of organizations frequently miss their target resolution times 50% of incidents can be deflected with self-service tickets received by internal support teams each month Sources: Zendesk, Numerify
  9. 9. How Zendesk can
 empower internal teams
  10. 10. Scale with smarter self-service
  11. 11. Automating Service Requests Manual Service Automated Feedback Employee emails request Helpdesk agent Employee submits support ticket Integrated hub Helpdesk agent
  12. 12. Integrated hub for service teams and employees Collaboration Visibility Custom roles External Teams Internal Teams
  13. 13. How has the internal helpdesk improved employee productivity?
  14. 14. Single
 source of truth CSAT Resolution Times Cost Reduction Ticket Volume Reduction Manage operations with consolidated cross-channel reporting
  15. 15. #zendeskrelate @zendesk 2B TRACK Thank you

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