Multi-Channel Customer Interaction: Meeting Your Customers on Their Terms
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Zendesk provides multi-channel customer interaction solutions to enhance service quality, supporting over 100 million customers through various platforms. Their integrations with tools like SugarCRM and Jira enable better collaboration between sales, support, and engineering, resulting in improved productivity and customer satisfaction. Brightidea, a customer, reports significant benefits such as better visibility into data and a high customer satisfaction rate of 96% due to Zendesk's support system.
Multi-Channel Customer Interaction: Meeting Your Customers on Their Terms
- 1. Multi-channel Customer Interaction: Meeting Your Customers On Their Terms Tucker MacLean, Zendesk @tuckermaclean
- 2. Mission Zendesk helps organizations deliver exceptional customer service.
- 3. Quick History of Zendesk
- 4. Customer Roster • 25,000+ companies trust Zendesk to serve over • 100 million end customers
- 5. 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)
- 6. Customer story: Brightidea Customer service beyond the support team BUSINESS CHALLENGE: • Explosive growth • Exposure to customer information • Collaboration across multiple departments
- 7. Unite your business + + Sales Support Engineering
- 8. 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
- 9. Connecting sales and support
- 10. Connecting sales and support
- 11. Connecting sales and support
- 12. Connecting support and engineering
- 13. Connecting support and engineering
- 14. Connecting support and engineering
- 15. Brightidea support portal for customers Support in 8 languages with SSO from the Brightidea product !
- 16. Connecting support with the community
- 17. Connecting support and social channels
- 18. 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)"
- 19. 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.”