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
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!
