Customer Showcase enables customers to share what they are doing in Zendesk and to learn from one another. It's the virtual version of the live Support Leadership Forum event.
This edition features Mediaocean and VP, Support and Training, Stephanie Dorman.
Meet Mediaocean and VP Stephanie
Stephanie Dorman, VP Support & Training at Mediaocean, led her team to adapt to the growing demands from their customers for contextual support and training and how they are keeping up with the ever-changing demands in this new customer centric world.
Over the last few years, Mediaocean, a New York-headquartered advertising services and software company, has managed to build a comprehensive support and training team of over 145 agents while implementing innovative new strategies. These include developing a full suite of eLearning modules and quick cards to facilitate self-service and introducing support via chat as a more efficient channel.
As VP, Support and Training, Stephanie Dorman focuses on providing a superior level of service to Mediaocean clients across all products and services. She is responsible for building an integrated support and training organization following the merger of Donovan Data Systems and MediaBank, including implementing new tools, resources and workflows to facilitate change and achieve high standards. Her department of specialists consistently earns a 98% or better customer satisfaction rating.
- Type of support provided: B2B
- Using Zendesk since: November 2012
- Support locations: US (NY, NJ, LA, CHI, LOU), Toronto, London
- Number of organizations: 522
- Other technologies: JIRA (On-Premise), Alfresco (Content mgmt), Cornerstone, Twitter/Facebook for corp
- Channels: Email, Help Center, Chat (Snapengage), Phone (3CX-NA, Cisco-UK)
Benefits from deploying Zendesk
Unique ways we are leveraging Zendesk
What we measure
Goals met in 2014
Strategic focus for the next 18 months