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May 26, 2023 52 mins

We have Lance Conzett, the CX Lead at Found, joining us for a kaleidoscope of conversations. We cover a wide range of topics including Zendesk best practices, phone support, the satisfaction of working on a product that genuinely interests you, acquisitions, and the impact of the pandemic on work dynamics.

One of the main highlights is the newly rolled out Zendesk AI, which introduces exciting features such as AI-powered summarizing and tone-sentiment analysis. We're eager to see how effective the triaging feature will be and the potential it holds for a tiered support system.

We touch upon various subjects throughout the episode:

03:00 Tech Conferences

04:00 Exploring Zendesk's AI

06:00 Intelligent Triaging and Sentiment Analysis for Tiered Support

12:00 The Reluctance of Startups to Implement Phone Support

18:00 Found, the Banking Solution for the Self-Employed

19:00 Working during in the Pandemic & Burnout

24:00 Finding Meaning in Your Work

27:00 Conversation on Professional Development and Acquisitions

38:00 Discussion on Ticket Movement and Metrics in Zendesk

42:00 The “Cringe Rate” Metric

45:00 Zendesk Triggers, SLAs, and CX Trends

49:00 Exploring the Potential of AI in Customer Support


With such a diverse range of topics covered, we found it challenging to give this episode a single title. Hence, we've introduced a new episode format called "Kaleidoscope Conversations" for those episodes where we just explore a multitude of wide-ranging topics.

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