Multi-channel Customer Interaction: Meeting Your Customers On Their Terms

Tucker MacLean, Zendesk @tuckermaclean

Mission Zendesk helps organizations deliver

exceptional customer service.

Quick History of Zendesk

Customer Roster •  25,000+ companies trust Zendesk to serve over

•  100 million end customers

Multi-Channel Support •  When customers cannot find the self-service they’re

looking for, they can reach support in many ways

Facebook

Email

Twitter

Web feedback

Web portal

Live chat

Voice (phone)

Customer story: Brightidea

Customer service beyond the support team

BUSINESS CHALLENGE: •  Explosive growth •  Exposure to customer information •  Collaboration across multiple

departments

Unite your business

+ +

Sales Support Engineering

Connecting sales, support, and engineering

Zendesk for SugarCRM •  Two-way integration between support and sales data

–  Complete view of your customer in one place—SugarCRM for sales and Zendesk for support

–  Deliver a more personal support experience with more customer intelligence

Zendesk for JIRA

•  Two-way integration between support data and development projects

–  Pass along Zendesk tickets to the development team who live in JIRA

–  Collaborate, edit, and solve any development project

Connecting sales and support

Connecting sales and support

Connecting sales and support

Connecting support and engineering

Connecting support and engineering

Connecting support and engineering

Brightidea support portal for customers

Support in 8 languages with SSO from the Brightidea

product !

Connecting support with the community

Connecting support and social channels

Results they are seeing

Agent productivity: with built-in tools like macros, custom views, and custom fields""""

Self-service for customers: fastest way for customers to find the answers they’re looking for""""

Better customer relationships: with more visibility into customer data, and ease of collaboration!

THE NUMBERS:!!96% customer satisfaction (well above industry benchmark of 80%)""10-minute first response time!"5.44 forum to ticket ratio (above industry benchmark of 1.49)"

What Brightidea is saying

“Zendesk gives us a sense of comfort knowing that a system is always there for us and our customers to communicate anything. We have greater visibility and exposure to data we’ve never seen before and are improving non-stop.” —Anthony Madama, Technical Support Manager, Brightidea

“We started out as a small support team. But we knew Zendesk would grow with us when we grew.”

Thank You

Subtitle

THANK YOU!