Dispatch from the front lines of critical customer service with the International Rescue Committee’s André Heller
Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM
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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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