At Relate we'll be hearing from several current Zendesk customers about how they use Zendesk and how it has helped their business to be more successful. This week, we're sharing profiles of the people you'll have an opportunity to hear from at Relate:
Michael Pace, VP Global Member Services
I am incredibly fortunate. I get to wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful. I believe wildly successful companies start with successful customers and associates.
In what way(s) has Zendesk most impacted or helped you/your company?
"We decided to invest time and resources into improving our support site, which is powered by Zendesk and home to all of our external FAQs, and the results have been absolutely phenomenal,” says Pace. “We’ve built out an entire new e-services team that is focused on digital learning for both internal and external customers.” The e-services team started with about 350 FAQs for updating and now has more than 2,000 FAQs that are reviewed and updated every single month.
What’s a piece of advice you’d share or a resource you’d recommend for other Zendesk users?
Invest in all of your self service infrastructure, it will pay back in multiples. This includes People, Process, as well as Technology
What does great customer service look like to you or mean at your company?
We believe Member Services' success (and ultimately Virgin Pulse) starts with wildly successful customers AND internal associates. So a great Customer Experience is directly correlated to our Employee Experience. Strive to create environments of learning and personal growth, respect, and where associates can exercise their responsible freedom to do what is best for the customer and the company.
Catch Michael and learn more at Relate on Wednesday, May 11.
Register for Relate here