Multi-Channel Customer Interaction: Meeting Your Customers on Their Terms

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Tucker MacLean, Zendesk In today's world, your customers have the ability to engage with your organization via numerous channels; phone, email, webform, chat, social networks,etc. And when it comes to support, you want every interaction to be positive. But if your customers are reaching out to you from all of these channels, how do you keep everything in sync? Come join us to learn how Zendesk and SugarCRM enable you to meet all your customers on their terms with a beautifully simple support solution that keeps up with the rest of your CRM.

Negócios Tecnologia

Multi-channel Customer Interaction:
Meeting Your Customers On Their Terms
Tucker MacLean, Zendesk
@tuckermaclean

Mission
Zendesk helps organizations deliver
exceptional customer service.

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
Facebook
Email
Twitter
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

Brightidea support portal for customers
Support in 8
languages with SSO
from the Brightidea
product !

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.”

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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.”

20. Thank You Subtitle THANK YOU!

Multi-Channel Customer Interaction: Meeting Your Customers on Their Terms

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