Ready to raise the bar for a new standard of customer engagement? Watch to learn how using Zendesk and Totango will revolutionize your customers’ experience. The powerful integration of Customer Success and Customer Support will help your organization: - Deliver insightful, contextual support by knowing how a customer is using your product and their last few actions prior to submitting a support ticket - Proactively engage customers, drive customer value, and improve product adoption to reduce support tickets over time - Understand which customers are at risk and need your attention to get back on track - Deliver tailored customer experiences based on user-type (power users, beginners, etc.) - Identify and cultivate customer advocates and evangelists Watch the on-demand recording of the live event: http://www.totango.com/resources/making-customer-success-customer-support-work-hand-in-hand/

1. Making Customer Support and
Customer Success Work hand-in-hand
Maxime Prades,
Product Manager, Zendesk
Oren Raboy,
VP Products, Totango
Presenters

2. Agenda
• Unifying Customer Service and Customer
Success for a better customer experience
• Zendesk’s approach to Customer Service
• Totango’s approach to Customer Success
• How the integration works
• Getting started

3. Working hand-in-hand
• Deliver insightful, contextual support
• Proactively engage customers, drive customer value, and
improve product adoption
• Understand which customers are at risk and need your attention
• Create a seamless, consistent customer journey
• Identify and cultivate customer advocates

4. “Now that I’m also managing worldwide support in addition to
customer success, having integrated customer service and
customer success tools has been invaluable for delivering
positive customer experiences.
Driving real results for

5. Zendesk’s Approach to
Customer Service

6. WE WORK WITH COMPANIES OF ALL SIZES ACROSS THE GLOBE TO DELIVER GREAT CUSTOMER SERVICE
Lean agile
deployments
Medium size
deployments
Large scale
deployments
40,000
customers
140
countries

7. ZENDESK
HELPS
BRING
COMPANIES
AND
THEIR
CUSTOMERS
CLOSER
TOGETHER

8. PRODUCT
+
PHILOSOPHY

9. Zendesk
is
redefining
customer
service
for
today’s
tech-­‐savvy
customers

10. Customer
service
used
to
be…
Contextual
Personal
Proac;ve

11. It has become…
Fragmented Generic Reactive

12. Customer expectations today
Immediate Seamless Personal Responsive

13. RE-ENGINEERING GREAT SERVICE BY DESIGNING FOR EVERYONE INVOLVED
13
ManagersAgentsCustomers

14. CUSTOMER
SUPPORT
CUSTOMER
SELF-SERVICE
CUSTOMER
ENGAGEMENT

15. Totango’s Approach to
Customer Success

16. What is customer success really?
VALUE
over
customer management
CUSTOMER ACTIONS
over
words
ALL CUSTOMERS
over
high-value customers
ALL USERS
over
buyers and decision makers
REAL-TIME SENSORS
over
historical snapshots
CONTEXTUAL ENGAGEMENT
over
periodic check-ins

17. The Holy Grail for Customer Success
Impact the leading indicators of
customer health to reduce churn and
maximize revenue

18. Customer Journey: Understand, Measure, Drive Recurring Value
DECREASE
VALUE
DECREASE
VALUE
CHURN
CHURN
GROW
VALUE
FIRST
VALUE
START
INCREASE
USERS INCREASE
USAGE
EXPAND
FUNCTIONALITY
CHURN
ONGOING
VALUE
Onboarding Adoption Renewal & Upsell

19. Monitor and listen to your customers in
real-time
ü Know which customers need
your attention
ü Know why (so you can diagnose
and take the right action)
ü Know at the right time (so you can
have an impact)
What you need: Sensors into customer value

20. 1. The right sensors and data
– Type of data
– Type of sensors – real time, transactional, batch
2. Flexible
– Explore and answer any question about your customers – on the fly
3. Open
– Integration with other systems – bidirectional, API, RT integration
4. Analytics Actionable Insights
– Executive dashboard to working lists and drill down
– Playbooks
5. Time to value
– Setup and implementation
– Ongoing changes
5 things you must have in a Customer Success system

21. The complete answer for Customer Success
Customer Success
Solution
Methodology and
Best Practices Data Science
ü Customer journey mapping
ü Customer segmentation
ü Customer Success execution models
ü Customer Success plays
ü Machine learning
ü Buy and churn signal analysis
ü Data science service
ü Customer monitoring
ü Predictive health modeling
ü Customer engagement and
health scoring
ü CSM action framework

22. Leader in Customer Success for SaaS and
subscription businesses
2 million accounts | 20 million users

23. Our Integration

24. Getting Started

25. Totango App

26. Integration

27. Q&A

28. Learn More
Zendesk
• www.zendesk.com
• www.zendesk.com/blog
• @Zendesk
Totango
• www.totango.com
• blog.totango.com
• @Totango

29. Thank You