Stafford Vaughan

Social Support Best Practices with Zendesk

Date: This event took place live on December 13 2012

Presented by: Stafford Vaughan

Duration: Approximately 60 minutes.

Cost: Free

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In the support community, there is a common misconception that "support" and "social media" are different things. In the Zendesk customer support tool, that line is blurred, as Twitter and Facebook are integrated right into the product. This webinar explains the Twitter and Facebook channels of support, empowering users of Zendesk to connect with customers directly through these social media channels. The benefit to your support team is that conversations are captured, and the benefit to your customers is that they will feel like their voice is valued by your organization. The webcast explains how to set up Twitter and Facebook in Zendesk, and explains many of the best practices for using them effectively.

In this webcast you will learn:

  • First steps for your social media integration
  • Connecting a Twitter account with Zendesk
  • Capturing Twitter conversations
  • Engaging with the Twittersphere
  • Changing channels
  • Linking Zendesk with Facebook
  • Public support conversation best practices
  • Social media user management
  • Prioritizing social media conversations
  • Best practices for responding efficiently
  • Analyzing your social customer care platform

About Stafford Vaughan

Stafford Vaughan started computer programming at an early age. He grew up near Sydney, Australia, and found his first job at CustomWare, a software services company that specializes in the technology of fast growing software companies. In his time at CustomWare, Stafford has personally established the training departments of several companies, including Zendesk, Atlassian, and GoodData, and authored several of the official training programs for software products including Zendesk, JIRA, Confluence, GreenHopper, and GoodData. As an educator, Stafford has delivered training sessions to more than a thousand organizations in 15 countries, including NASA, the Pentagon, the United Nations in Geneva, Harvard University, Stanford Graduate School of Business, Groupon, the US Department of Commerce, Sun Microsystems, and Wells Fargo Bank. Stafford holds a Bachelor of Software Engineering degree from the University of Newcastle, he is a CompTIA Certified Technical Trainer (CTT+), a Sun Certified Programmer for the Java 2 Platform (Standard Edition 5.0), a Microsoft Certified Application Specialist (PowerPoint 2007), and an Adobe Certified Expert (Photoshop CS5). Stafford currently lives in San Francisco and works in Silicon Valley. In his spare time he is a keen hiker and serves as a volunteer mentor at the San Francisco SPCA.