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Tag: Zendesk

  • Tech veteran Maureen Chong takes charge of Zendesk India

    Tech veteran Maureen Chong takes charge of Zendesk India

    Mumbai: Zendesk has announced that it has expanded regional vice president Maureen Chong’s remit to include leadership of its business in South Asia, and primarily key market India. Chong currently leads the company’s go-to-market teams across markets in Asia including South East and North Asia. The new appointment takes effect immediately.

    A veteran of the technology industry with over 20 years of experience, Maureen has been with Zendesk for three years since September 2021. Her industry experience includes sales leadership roles at Akamai, SAP and Oracle. Maureen has extensive experience working across markets in Asia, building and leading high-performing teams consistently growing market reach, achieving operational goals and maximising revenue.

    Speaking on her new role, Chong said, “India is a vital market to our growth regionally – and globally. We have been growing with some of India’s major local brands across sectors to build on the local legacy of customer service through digital acceleration. I’m looking forward to working with Indian companies to support their growth plans, building on differentiating through exceptional customer experiences.”

    Zendesk has been in India since 2016 and works with businesses across industries including finance, e-commerce, healthcare, retail and edutech. With the most complete AI solution on the CX market, the company sees massive potential for its solutions in India, a market that has typically shown openness to leading edge technology solutions. 89 per cent of industry leaders Zendesk spoke to in India believe CX will undergo a period of unprecedented change over the next three years, transforming the industry. Industry leaders in India lead the region in their optimism for the widespread use of AI, with 83 per cent believing all channels will be powered by AI in just three years signaling the market potential.

    “Indian business leaders prove to be among the most progressive in their openness to new technologies and in their willingness to digitally transform their operations to harness new opportunities. I look forward to working with them to unlock those new opportunities. As one of the fastest growing markets in the world, Indian companies can make their mark globally by leading the way in how they engage customers and employees in partnership with Zendesk,” continued Chong.

    Chong takes over from Vasudeva Rao Munnaluri who left Zendesk to pursue new opportunities.

  • Adlabs entertainment ltd. bags ‘Best Customer Experience in Services Sector’

    Adlabs entertainment ltd. bags ‘Best Customer Experience in Services Sector’

    Adlabs Entertainment Ltd. has been announced winners of the “Best Customer Experience in the Services Sector” category under the Customer Experience Awards amongst some very prominent brands. The award presented by Zendesk was a part of the 11th edition of The Customer FEST Show 2018 conducted by KAMIKAZE B2B MEDIA, held on 1st February 2018 at Taj Lands End, Mumbai.

    Speaking on this occasion, Imagica, Jt. CEO, Mr. Ashutosh Kale said, “Across industries, sectors, and regions, organizations are findings ways to improve customer experience in a more sustainable manner. We at Adlabs Entertainment Ltd., have taken a guest oriented approach where we integrate customer feedback and insight throughout the organization ensuring more enriching and exceptional experience year after year. Another important aspect has been the investment in our employees, as this directly translates into them working towards the goals of the organization.”

    Imagica, India’s first family holiday destination of international standards indeed stands true to its tagline of ‘Badi Interesting Jagah Hai!’. Consequently, providing a truly innovative experience to one and all is Imagica’s primary objective. Being at the confluence of 3 industries i.e. service & hospitality, tourism and entertainment – Imagica looks at creating moments of magic at the park, during a guest’s booking and decision journey and even after their visit.

    Adopting a guest oriented approach has made the organization constantly compete internally to raise the bar vis-à-vis the previous years.

    · Ensuring to settle for nothing but the best by ‘exceeding guest expectations’ at every turn, Imagica became the pioneer in web booking and holistic information provision by creating a user-friendly website.

    · An on-ground guest centric initiative, called Smile Campaign was also introduced to imbibe in employees the culture of welcoming the guests with a smile. Further, guests were entertained while they awaited their turn for rides/attractions. Imagica’ character interactions were initiated at the Imagica Novotel hotel through flash mobs to delight and surprise the guests.

    · Birthday experiences were enhanced by giving an Imagica birthday badge to guests celebrating their birthdays at the park to cue all in-park employees to wish them. The most important initiative was sending gift cards out to every guest who helped Imagica achieve the 5 million milestone.

    To measure the success of the initiatives undertaken, Imagica constantly collected feedback from its guests through TripAdvisor, in-park surveys and even 3rd party research on their likelihood to recommend. 

    Imagica successfully scored a minimum Net Promoter Score of 75+ (classified as World Class) across mediums, thus strongly substantiating the successful bond forged between Imagica and its guests.

  • Ameyo integrates with Zendesk, to deliver voice capabilities

    MUMBAI: Ameyo, a leading innovator of contact center technology and customer experience solutions, has announced its integration with Zendesk. Utilising the Zendesk API, the integration combines Ameyo’s powerful call management features with Zendesk’s flexible customer support software to deliver remarkable and consistent omnichannel customer experience.

    Ameyo is an all-in-one omnichannel communication suite with advanced call management features such as conference calling, call hold, and call forwarding, along with the traditional inbound and outbound telephony. Ever since its inception, Ameyo has demonstrated itself as a leader in the omnichannel customer experience (CX) and contact center technology space, consistently developing customer-centric solutions to drive customer engagement and retention.

    While Zendesk is a global leader in providing end-to-end solutions for enhanced customer experiences, they were on the lookout for a suitable partner to provide voice capabilities in key markets for Zendesk, including India. Through the API integration, agents can now use the Zendesk interface to complete tasks without toggling between multiple applications for voice support.

    Ameyo co-founder & EVP Sachin Bhatia commented, “An integrated omnichannel customer experience is critical for today’s Enterprises. With Zendesk’s contact center integration, Ameyo has brought enterprise grade contact center and quality monitoring capabilities to Zendesk customers in India. This would help establish a 360 degree customer view and, therefore, enhance accountability between the front office contact center and back office contact center.”

    Zendesk country sales director KT Prasad adds “Zendesk is firmly committed to its customers in fulfilling their end to end customer support needs, and we are excited about our partnership with Ameyo in India. Integration of voice in our service portfolio through Ameyo will only bolster our offerings in the region and help further consolidate our position in the enterprise sector.”

    By integrating Ameyo with Zendesk, businesses in India can utilize the best of both worlds to enhance customer service, case management, and personalization, resulting in better relationships with customers. The two-way collaboration offers:

    • Multichannel Customer Interaction Management with Inbound, outbound and blended capabilities
    • Automated outbound dialing ensures lowest abandoned calls, eliminates unproductive calls, and intelligently manages leads & campaigns without the need for any additional resources.
    • Flexible ticket and case management with automated workflows facilitates effective customer service between customers and agents
    • Robust reporting, graphs, and advanced analytics on both customers and agents

    Intelligent Agent Routing capability built into Ameyo ensures increased operational flexibility and improves first-call resolution by routing customers to the most relevant resource. Additionally, Ameyo’s Computer Telephony Integration (CTI) widget ensures agents are fully-equipped with all the customer intelligence needed to effectively deal with a query – including voice transcripts, recordings, and complete service & interaction history. The simple screen pop improves agent productivity, minimizes talk time, and delivers more personalized communications, positively impacting customer experience.