Build Better Customer Experiences with Genesys and Zendesk
Quick logistics check:
✓ Please make sure your laptop / PC speakers are un-muted.
✓ You may enlarge the slides by dragging the bottom right corner of the slide window.
✓ You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side.
Thank You for Joining Today’s Webinar
© 2015, Genesys. All rights reserved.
2
Build Better Customer Experiences with Genesys and Zendesk
Amanda CollinsSales Engineer
Steven Larsen
Technology Partner Manager
© 2015, Genesys. All rights reserved.
3
Today’s Topics
• Customer Service Challenges
• Intro to Genesys and Zendesk
• Genesys-Zendesk Solution Value Proposition
• Integration Demo
• Q&A
© 2015, Genesys. All rights reserved.
4
Today’s Customer Experience Challenges
NEGATIVE CUSTOMER EXPERIENCES
● 84% are frustrated when reps don’t have immediate access to account information
● 89% are frustrated by having to repeat their issue to multiple representatives
● 90% are frustrated by being put on hold
● 94% of customers do not want to be transferred to another representative
NEGATIVE BUSINESS IMPACT
● 51% of customers leave companies due to poor customer service experiences
● 48% of customers who had negative experiences told 10 or more others
Sources: CEB Effortless Experience; Accenture 2013 Global Consumer Pulse Survey
© 2015, Genesys. All rights reserved.
5
Customer Service Challenges and Improvement Opportunities
Customer Service Challenge Improvement Opportunity
Use CRM data to route calls to the best-skilled agent, eliminating transfers
Customer expect immediate, personalized support − without
being transferred
Agents must resolve customer issues quickly while managing multiple
point solutions
Customers want to resolve issues − without talking to an agent
Use CRM data to route calls to the best-skilled agent, eliminating
transfers
Integrate CRM and voice for unified multichannel agent user experience
Integrate Self-Service Voice with CRM data
© 2015, Genesys. All rights reserved.
6
Why Genesys and Zendesk?
Industry-leading Contact Center Technology and Best-Practices*
Beautifully simple customer service platform used by 52,000+ organizations worldwide
Bringing Together the Power of a Leading CX Platform
and a Leader in Cloud Customer Service
© 2015, Genesys. All rights reserved.
7
Genesys-Zendesk Multi-Channel Offering
Sophisticated Multi-Channel Contact Center, Made Easy!
© 2015, Genesys. All rights reserved.
8
Genesys-Zendesk Joint Value Proposition
Improve Agent Workflow and Productivity
Quickly deploy and manage a contact center or customer service platform in the cloud with voice interactions routed
directly to the optimal customer support rep using the Zendesk Console and Genesys CX Platform
Extend Zendesk Self-Service
to Voice
Personalized Calling
Experiences
© 2015, Genesys. All rights reserved.
9
Text to 4567 “Ticket Status: 12345”
”Your ticket is resolved”
Caller ID
Caller ID
Extend Self-Service to VoiceAutomated Ticket Creation and Status
“Would you like the status of
your open ticket”
“Yes”“Your ticket
has been resolved”
Zendesk ticket is queried
“Press 1 to open a
ticket”
“Please explain the problem”
“Thank you your ticket#
is 12345”
Zendesk ticket created
- or -
Text confirmation sent to mobile phone
© 2015, Genesys. All rights reserved.
10
Personalized Calling Experiences
Skills-based call routing using Zendesk customer data
Regular
Calls waitingin queue
First time
Platinum
Premium customer care
Regular customer care
2 times in last 10 minutes
Route call ahead of others in queue to
highly skilled agent
Caller ID
Caller ID
Customer Level?
How often hasCustomer
Called?
© 2015, Genesys. All rights reserved.
11
Improve Agent Workflow and ProductivityEasy-to-use, Multi-Channel Agent UI
New Way - Agent handles multi-channel interactions through
integrated UI – better CX
Voice
Chat, Email, Social
Old Way – Disjointed Agent experience - poor CX
✖Key Features
• Screen-pops on incoming calls
• Outbound dialing /click-to-call
• Call details and recordings stored in Zendesk record
✔
© 2015, Genesys. All rights reserved.
12
Results
• Skills-based routing with proficiencies
• Automated Ticket Creation
• Historic view of customer data and interactions
• One screen to manage the phone call and capture notes about the customer inquiry
Case Study #1
Company
• ObjectiveImprove the customer experience by stream-lining the ticketing process and integrating the telephony solution with the agent experience
Customer relationships that are more meaningful, personal, and productive
© 2015, Genesys. All rights reserved.
13
Results
• Global agent presence and management
• Ability to connect customer to the best skilled agent
Common tool that is deployed and accessed by all agents to manage customer interactions across multiple channels
Case Study #2
Company
• ObjectiveNeed a cloud contact center solution for agents across the globe to implement a follow-the-sun model
1. Reduced resolution time = happy customers
2. Upsell opportunities due to increased visibility into customer history
Demo
© 2015, Genesys. All rights reserved.
15
Deliver a seamless, responsive and personalizedcustomer experience across all channels
For More Information Please contact your Zendesk or Genesys Sales representative.
© 2015, Genesys. All rights reserved.
16
Better Together Genesys Premier Edition and Zendesk
Build Better Customer Experiences
•Genesys is the leading provider of cloud contact
center, voice self-service and call routing
capabilities. Zendesk is a beautifully simple
customer service platform. Together, Zendesk
and Genesys provide a powerful solution for
companies looking to simplify and
simultaneously improve their customer service
delivery.
Get 90 Days FREE—For a Limited Time, Combine
Genesys Premier Edition and Zendesk for Better
Customer Experiences
No Set Up Fees or Capital Investment*
© 2015, Genesys. All rights reserved.
17
Ask the Experts!
Amanda CollinsSales Engineer
Steven Larsen
Technology Partner Manager
© 2015, Genesys. All rights reserved.
18
Additional Resources
•http://www.genesys.com/platform-services/integration/zendesk
© 2015, Genesys. All rights reserved.
19
@Genesys
#GWebinar
Engage With Genesys!
Genesys Blog
ThankYou
