ZENDESK OVERVIEW
UPDATED: MAY 2013
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OUR MISSION
Our mission at Zendesk is to help our customers deliver exceptional
customer service to their customers
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This is how it started…
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MILESTONES
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THIS IS ZENDESK TODAY
• Headquartered in San Francisco• 300+ employees worldwide• 24/7/365 customer support
HISTORY OF INNOVATION
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2010 2011 2012
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OUR MANAGEMENT
CUSTOMER PROFILE
CUSTOMER GROWTH
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CUSTOMER ROSTER
30,000+ companies trust Zendesk to serve over 200 million end customers
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OUR CUSTOMERS’ ACHIEVEMENTS
Groupon has supported over 17.3 million tickets worldwide.
Customers such as Box have saved up to 3X the cost of implementing and managing their previous support platforms.
For Disney, the knowledge base is a great way for their product team to communicate with agents, and their agents love the internal FAQ because they do a quick search for info when on customer calls.
Zuora delivers multi-channel support—email, Web, chat, feedback tab, Twitter, and Voice for global phone support; their customer satisfaction is at 98%, well beyond the industry benchmark.
Uncommon Goods reduced ticket volume by 65% after implementing Zendesk and the self-service forums and knowledge base.
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INTERESTING CUSTOMER STORIES
A new approach to customer serviceMTV is launching a new digital platform called Artists.MTV, who is using Zendesk to launch a new product, educate their customers, and support them throughout the whole process.
Read more at www.zendesk.com/why-zendesk/customer/artists-mtv
Create a luxury service experienceMaking the change to Zendesk was a hard sell into their executive team. But Zendesk quickly won everyone over with its custom workflows, powerful self-service features, and robust integrations.
Read more atwww.zendesk.com/why-zendesk/customer/gilt-groupe
What a difference a simple web interface makesPreviously, Box was using a big, clunky customer support platform. With Zendesk, Box was able save each of their agents 20-30 seconds per ticket and raise customer satisfaction by 20%.
Read more atwww.zendesk.com/why-zendesk/customer/box
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WHAT OUR CUSTOMERS ARE SAYING
“Zendesk is the perfect fit for us because of its ease of set up
and self-service. We love the simple way to track customer feedback and escalate tickets
to other agents. It’s such a scalable product.”
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WHAT OUR CUSTOMERS ARE SAYING
“The transparency of the system is great. Zendesk is a very flexible technology and it
has all the right elements.”
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WHAT OUR CUSTOMERS ARE SAYING
“We chose Zendesk because of it’s core foundation of the company and its product trajectory. What won us
over was Zendesk’s customer service philosophy and product vision–innovating in areas that
haven’t been done in the marketplace.”
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WHAT OUR CUSTOMERS ARE SAYING
“Zendesk helps us extend the support experience for all our
pinners, no matter how they’re accessing Pinterest–on any
device.”
PRODUCT OVERVIEW:ZENDESK IS BUILT FOR
CUSTOMERS
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EASY SELF-SERVICE OPTIONS
Easy self-service options that surface info from your
knowledge base and community
forums
Custom-branded and well-
organized help center with FAQs
Exit paths to reach support across many
channels
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SMART TICKET DEFLECTION
Deflect tickets by automatically suggesting
related topics for self-service based on ticket subject
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MULTI-CHANNEL SUPPORT
When customers cannot find the self-service they’re looking for, they can reach support in many ways
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SUPPORT IN ANY LANGUAGE
Zendesk supports 40+ languages and boasts a localized agent interface in 11 languages
PRODUCT OVERVIEW:ZENDESK IS BUILT FOR AGENTS
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A BEAUTIFULLY SIMPLE AGENT INTERFACE
Custom views to
help organize
your tickets
Tabs for multiple
views all in one interface
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AUTOMATED TOOLS BUILT IN
Easily turn common tickets into knowledge
base articles
Choose to communicate
externally or keep your
conversations private
Create and use macros, pre-
defined responses, to
speed up replies
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EVERYTHING IN A SINGLE VIEW
Launch apps right in your interface for access to CRM
data, time tracking and other
business apps
Access customer data while
working on a ticket
Start a live search to find
info in the agent knowledge base
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INTEGRATIONS FOR YOUR ZENDESK
100+ apps/integrations and an open API help bring your
preferred business applications into Zendesk, so your
entire organization is connected
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COLLABORATE WITH ANYONE ON ZENDESK
Collaborate with external partners, like
Roku, by sharing
relevant tickets so they can weigh in
with their expertise
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MULTIPLE BRANDED ZENDESKS
Link multiple branded Zendesks to a central Zendesk hub to maintain seamless brand experience and communication
Spoke tickets are routed to the hub where the agents
are, and all outbound
communication goes back out through the
branded spoke
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WORK ANYWHERE, ANYTIME
Full agent capabilities are available on-the-go with native apps for iPad, iPhone, Android, Windows Phone, BlackBerry, and
Kindle Fire
PRODUCT OVERVIEW:ZENDESK IS BUILT FOR MANAGERS
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REPORTING THAT’S MEANINGFUL
Track data that matters to your
team and organization, like
resolution times and ticket volume by
channel
Forum and search analytics so you know what your customers are looking for and how effective is your self-service
content
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MEASURE CUSTOMER SATISFACTION
Zendesk’s customer
satisfaction surveys capture
customer feedback in one click
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BENCHMARK AGAINST YOUR PEERS
Compare yourself to your peers with
key customer service metrics, like satisfaction
rating, first response time and
ticket volume
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