The First Year of Zendesk's User Group Program: Key Learnings and Insights

CX Nexus Podcast

In this episode of Peers Over Beers, Christopher Detzel interviews Nicole Saunders, Senior Manager of Global Community Programs at Zendesk, about Zendesk's user group program.

Nicole explains how the user group program got started based on feedback from Zendesk customers who wanted more opportunities to connect with each other. The goal of the program is to drive customer retention by building meaningful relationships between Zendesk, its users, and partners.

She discusses how the user groups are structured, including interest-based and role-based virtual groups rather than geographic locations which was not what they initially expected. Nicole also talks about how they recruit and train volunteer chapter leaders, provide them with resources and assets, and help promote their groups.

Key learnings from the first year include the importance of regular cadence for meetups, starting small and letting groups grow organically, and transitioning leaders from active community participants. Ongoing challenges include sharing insights with customer-facing teams and automating qualitative data.

Overall, the user group program aims to provide a scalable way for customers to connect with Zendesk and each other, strengthening relationships and loyalty. Nicole reflects on the exciting growth after just one year, and opportunities still ahead to continue improving the customer experience.