How to Take an Omnichannel Approach to Customer Support with Zendesk

Editor's Notes

• #2: Ali
• #3: Ali But before we dive in, let’s take care of some housekeeping. If you have any questions during the presentation, please type them into the question box in your control panel. I’ll bring them up during the discussion and we’ll also save some time for questions at the end. Additionally this session is being recorded and we will share it with you via email. You can expect to see it in your inbox likely tomorrow morning.
• #4: Ali
• #5: Ali
• #6: Ali
• #7: Jim Keeping pace with these rapidly changing expectations is essential to the success of your business. 81% of consumers will leave you as a result of a poor customer experience. And according to Forrester Research, businesses that are customer experience leaders actually grow revenue 5x faster than business that are customer experience laggards.
• #8: Jim But most businesses can’t keep up with changing customer expectations. With the proliferation of communication channels and ongoing digital transformation of businesses, delivering seamless, personal support efficiently at scale is really challenging.
• #9: Jim Despite their best intentions to provide better customer experiences, companies don’t have the technology they need to succeed. They are held back by disconnected data sources; siloed systems and channels; and solutions that treat customers like tickets - not humans.
• #10: Better customer experiences start when you center around your customers, not tickets. To deliver truly personal support, efficiently and at scale, you need a complete understanding of your customers and their relationship with your business.
• #11: Thank you for your time today. Before we show you a demo of our products, I’m excited to tell you a little bit more about how Zendesk can help you deliver the best customer experiences.
• #12: Zendesk builds customer service and engagement solutions to help business provide the best customer experiences. Founded in 2007, we are headquartered in San Francisco with over 2,500 employees. More than 130,000 customers in more than 160 countries use our solutions to help their customers in over 60 languages. And we operate at a massive scale -- over 1.4 billion customer interactions are processed with Zendesk every year. Here are a few of our customers that we are very proud to work with -- as you can see, our customer base represents a range of industries, from software to manufacturing to healthcare to government organizations. And we are committed to our customers and our communities -- every Zendesk employee volunteers more than 6 hours of community service a year, and we donate a percentage of our revenue to nonprofit organizations.
• #13: Zendesk builds customer service and engagement solutions products that are: Beautifully simple Offer native omnichannel solutions Are open, flexible and built on the public cloud Are data rich Deliver the best total cost of ownership And have a community of CX innovators feeding best practices directly into the product
• #14: And Zendesk has been recognized by leading industry analysts as a market leader. Gartner has named us a leader in their Magic Quadrant for CRM Customer Engagement three years in a row. And our customers are vouching for us too. We are the only MQ leader that ALSO received the distinction of Customers’ Choice in 2018.
• #15: Once you have a complete understanding of your customers with the Zendesk platform, you can deliver seamless omnichannel support with our suite of products. Our Omnichannel Suite, which includes our Support, Chat, Talk and Guide products, allows you to make it easy for your customers to engage with your business, where and when it’s right for them. And, because all our products are seamlessly integrated, your agents are empowered to be more productive with a single interface -- no more swiveling between systems and solutions to help your customers. And, reporting across all dashboards is consolidated, so it’s easy to manage and monitor all of your channels from one place. Dollar Shave Club, a division of Unilever and one of the first direct-to-consumer subscription services, delivers affordable razors straight to Members’ doorsteps every month. They have made exceptional customer experience core to their brand promise, and, as you can see in this screenshot of their desktop and mobile websites, make themselves available to customers over email, live chat, phone, and even Facebook Messenger. All their customer contacts feed into Zendesk Support, allowing their agents to be more efficient and provide personal support. In fact, their lean team has achieved over 96% CSAT while serving millions of subscribers.
• #16: Ali – before we launch into the demo, let’s take a poll to see what current capabilities folks are already leveraging from a Support standpoint.
• #17: Russell
• #18: Ali to facilitate questions How much does this cost? Does this integrate with Sugar?
• #19: Ali to wrap it up