Zendesk

On this episode, we’re joined by <a href="https://www.linkedin.com/in/pacemichael/" rel="noopener noreferrer" target="_blank">Michael Pace</a>, Vice President, Global Member Services and Operations at <a href="https://www.linkedin.com/company/virgin-pulse/" rel="noopener noreferrer" target="_blank">Virgin Pulse</a>. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results. We discuss:- (2:43) Why building a strong knowledge base and self-service resources is so important.- (6:30) Reducing customer contacts through platform stability.- (10:19) The importance of transparency and dashboards for driving improvements.- (13:12) How to build a culture of collaboration and trust.- (14:20) The impact of improved customer support on customer satisfaction.- (15:13) Why great employee experiences lead to top-notch customer experiences.- (21:02) How Michael and his team plan to implement AI tools to improve operations.- (24:06) The potential impact of AI on the employee experience. Resources mentioned: <a href="https://www.linkedin.com/in/pacemichael/" rel="noopener noreferrer" target="_blank">Michael Pace</a> - <a href="https://www.linkedin.com/in/pacemichael/" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/in/pacemichael/</a><a href="https://www.linkedin.com/company/virgin-pulse/" rel="noopener noreferrer" target="_blank">Virgin Pulse</a> - <a href="https://www.linkedin.com/company/virgin-pulse/" rel="noopener noreferrer" target="_blank">https://www.linkedin.com/company/virgin-pulse/</a><a href="https://www.virginpulse.com/" rel="noopener noreferrer" target="_blank">Virgin Pulse | Website</a> - <a href="https://www.virginpulse.com/" rel="noopener noreferrer" target="_blank">https://www.virginpulse.com/</a> Sign up for a free trial at<a href="https://zendesk.com" rel="noopener noreferrer" target="_blank"> Zendesk.com</a> #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results.

We discuss:

- (2:43) Why building a strong knowledge base and self-service resources is so important.
- (6:30) Reducing customer contacts through platform stability.
- (10:19) The importance of transparency and dashboards for driving improvements.
- (13:12) How to build a culture of collaboration and trust.
- (14:20) The impact of improved customer support on customer satisfaction.
- (15:13) Why great employee experiences lead to top-notch customer experiences.
- (21:02) How Michael and his team plan to implement AI tools to improve operations.
- (24:06) The potential impact of AI on the employee experience.



Resources mentioned:

https://www.virginpulse.com/



Sign up for a free trial at Zendesk.com





#CX #CustomerService #CustomerExperience




Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace

Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you. We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code. Like and subscribe to receive new episodes every other week. Visit&nbsp;<a href="http://www.zendesk.com/blog" rel="noopener noreferrer" target="_blank">www.zendesk.com/blog</a>&nbsp;for updates, bonus content, and more.

Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace

Today's Host

Nicole Saunders