Making Customer Support and
Customer Success Work hand-in-hand
Maxime Prades,
Product Manager, Zendesk
Oren Raboy,
VP Prod...
Agenda
•  Unifying Customer Service and Customer
Success for a better customer experience
•  Zendesk’s approach to Custome...
Working hand-in-hand
•  Deliver insightful, contextual support
•  Proactively engage customers, drive customer value, and
...
“Now that I’m also managing worldwide support in addition to
customer success, having integrated customer service and
cust...
Zendesk’s Approach to
Customer Service
WE WORK WITH COMPANIES OF ALL SIZES ACROSS THE GLOBE TO DELIVER GREAT CUSTOMER SERVICE
Lean agile
deployments
Medium size
...
ZENDESK	
  HELPS	
  
BRING	
  COMPANIES	
  
AND	
  THEIR	
  
CUSTOMERS	
  CLOSER	
  
TOGETHER	
  
PRODUCT	
  
+	
  	
  
PHILOSOPHY	
  
Zendesk	
  is	
  redefining	
  customer	
  service	
  
for	
  today’s	
  tech-­‐savvy	
  customers	
  
Customer	
  service	
  used	
  to	
  be…	
  
	
  
Contextual	
   	
   	
   	
  Personal 	
   	
  	
   	
  Proac;ve	
  
It has become…
Fragmented Generic Reactive
Customer expectations today
Immediate Seamless Personal Responsive
RE-ENGINEERING GREAT SERVICE BY DESIGNING FOR EVERYONE INVOLVED
13
ManagersAgentsCustomers
CUSTOMER
SUPPORT
CUSTOMER
SELF-SERVICE
CUSTOMER
ENGAGEMENT
Totango’s Approach to
Customer Success
What is customer success really?
VALUE
over
customer management
CUSTOMER ACTIONS
over
words
ALL CUSTOMERS
over
high-value ...
The Holy Grail for Customer Success
Impact the leading indicators of
customer health to reduce churn and
maximize revenue
Customer Journey: Understand, Measure, Drive Recurring Value
DECREASE
VALUE
DECREASE
VALUE
CHURN
CHURN
GROW
VALUE
FIRST
VA...
Monitor and listen to your customers in
real-time
ü  Know which customers need
your attention
ü  Know why (so you can di...
1.  The right sensors and data
–  Type of data
–  Type of sensors – real time, transactional, batch
2.  Flexible
–  Explor...
The complete answer for Customer Success
Customer Success
Solution
Methodology and
Best Practices Data Science
ü  Custome...
Leader in Customer Success for SaaS and
subscription businesses
2 million accounts | 20 million users
Our Integration
Getting Started
Totango App
Integration
Q&A
Learn More
Zendesk
•  www.zendesk.com
•  www.zendesk.com/blog
•  @Zendesk
Totango
•  www.totango.com
•  blog.totango.com
•...
Thank You
Upcoming SlideShare
Loading in …5
×

Making Customer Success and Customer Support Work Hand-in-hand

727
-1

Published on

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/

Published in: Software
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
727
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
18
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Making Customer Success and Customer Support Work Hand-in-hand

  1. 1. Making Customer Support and Customer Success Work hand-in-hand Maxime Prades, Product Manager, Zendesk Oren Raboy, VP Products, Totango Presenters
  2. 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. 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. 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. 5. Zendesk’s Approach to Customer Service
  6. 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. 7. ZENDESK  HELPS   BRING  COMPANIES   AND  THEIR   CUSTOMERS  CLOSER   TOGETHER  
  8. 8. PRODUCT   +     PHILOSOPHY  
  9. 9. Zendesk  is  redefining  customer  service   for  today’s  tech-­‐savvy  customers  
  10. 10. Customer  service  used  to  be…     Contextual        Personal        Proac;ve  
  11. 11. It has become… Fragmented Generic Reactive
  12. 12. Customer expectations today Immediate Seamless Personal Responsive
  13. 13. RE-ENGINEERING GREAT SERVICE BY DESIGNING FOR EVERYONE INVOLVED 13 ManagersAgentsCustomers
  14. 14. CUSTOMER SUPPORT CUSTOMER SELF-SERVICE CUSTOMER ENGAGEMENT
  15. 15. Totango’s Approach to Customer Success
  16. 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. 17. The Holy Grail for Customer Success Impact the leading indicators of customer health to reduce churn and maximize revenue
  18. 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. 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. 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. 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. 22. Leader in Customer Success for SaaS and subscription businesses 2 million accounts | 20 million users
  23. 23. Our Integration
  24. 24. Getting Started
  25. 25. Totango App
  26. 26. Integration
  27. 27. Q&A
  28. 28. Learn More Zendesk •  www.zendesk.com •  www.zendesk.com/blog •  @Zendesk Totango •  www.totango.com •  blog.totango.com •  @Totango
  29. 29. Thank You
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×