Multi-channel Customer Interaction:Meeting Your Customers On Their TermsTucker MacLean, Zendesk@tuckermaclean
MissionZendesk helps organizations deliverexceptional customer service.
Quick History of Zendesk
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’relooking for, they can reach support in many way...
Customer story: BrightideaCustomer servicebeyond thesupport teamBUSINESS CHALLENGE:•  Explosive growth•  Exposure to custo...
Unite your business+ +Sales Support Engineering
Connecting sales, support, and engineeringZendesk for SugarCRM•  Two-way integration between support and sales data–  Comp...
Connecting sales and support
Connecting sales and support
Connecting sales and support
Connecting support and engineering
Connecting support and engineering
Connecting support and engineering
Brightidea support portal for customersSupport in 8languages with SSOfrom the Brightideaproduct !
Connecting support with the community
Connecting support and social channels
Results they are seeingAgent productivity: with built-intools like macros, custom views,and custom fields""""Self-service f...
What Brightidea is saying“Zendesk gives us a sense of comfort knowing that asystem is always there for us and our customer...
Thank YouSubtitleTHANK YOU!
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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.

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

  1. 1. Multi-channel Customer Interaction:Meeting Your Customers On Their TermsTucker MacLean, Zendesk@tuckermaclean
  2. 2. MissionZendesk helps organizations deliverexceptional customer service.
  3. 3. Quick History of Zendesk
  4. 4. Customer Roster•  25,000+ companies trust Zendesk to serve over•  100 million end customers
  5. 5. Multi-Channel Support•  When customers cannot find the self-service they’relooking for, they can reach support in many waysFacebookEmailTwitterWeb feedbackWeb portalLive chatVoice (phone)
  6. 6. Customer story: BrightideaCustomer servicebeyond thesupport teamBUSINESS CHALLENGE:•  Explosive growth•  Exposure to customer information•  Collaboration across multipledepartments
  7. 7. Unite your business+ +Sales Support Engineering
  8. 8. Connecting sales, support, and engineeringZendesk for SugarCRM•  Two-way integration between support and sales data–  Complete view of your customer in one place—SugarCRMfor sales and Zendesk for support–  Deliver a more personal support experience with morecustomer intelligenceZendesk for JIRA•  Two-way integration between support data anddevelopment projects–  Pass along Zendesk tickets to the development team wholive in JIRA–  Collaborate, edit, and solve any development project
  9. 9. Connecting sales and support
  10. 10. Connecting sales and support
  11. 11. Connecting sales and support
  12. 12. Connecting support and engineering
  13. 13. Connecting support and engineering
  14. 14. Connecting support and engineering
  15. 15. Brightidea support portal for customersSupport in 8languages with SSOfrom the Brightideaproduct !
  16. 16. Connecting support with the community
  17. 17. Connecting support and social channels
  18. 18. Results they are seeingAgent productivity: with built-intools like macros, custom views,and custom fields""""Self-service for customers:fastest way for customers to findthe answers they’re looking for""""Better customer relationships:with more visibility into customerdata, and ease of collaboration!THE NUMBERS:!!96% customersatisfaction (wellabove industrybenchmark of 80%)""10-minute firstresponse time!"5.44 forum toticket ratio (aboveindustry benchmarkof 1.49)"
  19. 19. What Brightidea is saying“Zendesk gives us a sense of comfort knowing that asystem is always there for us and our customers tocommunicate anything.We have greater visibility and exposure to data we’venever seen before and are improving non-stop.”—Anthony Madama, Technical Support Manager, Brightidea“We started out as a smallsupport team. But we knewZendesk would grow with uswhen we grew.”
  20. 20. Thank YouSubtitleTHANK YOU!

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