Welcome to Zendesk Insights, your front-row seat to the future of customer service.
As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.
Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.
Welcome to Zendesk Insights, your front-row seat to the future of customer service.
As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.
Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.
On this episode, we’re joined by André Heller, Director of the Signpost Project at the International Rescue Committee (IRC). Andre shares insights on how IRC leverages technology and innovative strategies to enhance humanitarian aid efforts globally.
We discuss:
(07:52) How collaboration with Zendesk revolutionized IRC’s Signpost project.
(09:01) Using a customer service platform for social work at IRC.
(11:00) The importance of empowerment through information.
(13:24) Increasing efficiency by integrating social media channels with Zendesk.
(14:44) The critical role of efficiency in life-saving humanitarian work.
(16:43) Addressing digital accessibility challenges in humanitarian contexts.
(19:25) Developing AI agents for humanitarian use.
(21:33) Creating a digital workforce for future aid response.
(22:41) Building trust by being responsive to community needs.
(24:06) Implementing dynamic processes for internal and external communications.
(25:00) Celebrating great customer service experiences.
(25:46) The positive impact of trust in customer service interactions.
Resources Mentioned:
André Heller - https://www.linkedin.com/in/andre-heller-perache/
International Rescue Committee - https://www.zendesk.com/customer/international-rescue-committee/
Zendesk Tech for Good - https://techforgood.zendesk.com/hc/en-us
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