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Integrating Voice Into Today's Customer Service
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Integrating Voice Into Today's Customer Service

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Zendesk's VP of Product Engagement Sam Boonin presents the value of integrated phone support in today's customer service and how it compares to other support channels. The presentation includes a …

Zendesk's VP of Product Engagement Sam Boonin presents the value of integrated phone support in today's customer service and how it compares to other support channels. The presentation includes a brief overview of Zendesk Voice.

Published in Technology
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  • 1. INTEGRATING VOICE INTO TODAY’S CUSTOMER SERVICE 10.17.12
  • 2. Beautifully Simple to evaluate, to buy, to use Interaction Design UX Analytics Twilio customer, partner, fanboy Sam Boonin VP Product Engagement sam@zendesk.com© 2012 Copyright Zendesk Inc - Strictly Confidential 2
  • 3. = Yesterday, right?© 2012 Copyright Zendesk Inc - Strictly Confidential 3
  • 4. We only care about the cool channels© 2012 Copyright Zendesk Inc - Strictly Confidential 4
  • 5. WHOA, NOT SO FAST THERE© 2012 Copyright Zendesk Inc - Strictly Confidential 5
  • 6. I still want to talk to someone.© 2012 Copyright Zendesk Inc - Strictly Confidential 6
  • 7. © 2012 Copyright Zendesk Inc - Strictly Confidential 7
  • 8. SO HOW DOES VOICE STACK UP AS A CUSTOMER SUPPORT CHANNEL?© 2012 Copyright Zendesk Inc - Strictly Confidential 8
  • 9. BUT FIRST, LET’S MEET ZENDESK© 2012 Copyright Zendesk Inc - Strictly Confidential 9
  • 10. WE SELL CUSTOMER SUPPORT SOFTWARE© 2012 Copyright Zendesk Inc - Strictly Confidential 10
  • 11. Text© 2012 Copyright Zendesk Inc - Strictly Confidential 11
  • 12. © 2012 Copyright Zendesk Inc - Strictly Confidential 12
  • 13. © 2012 Copyright Zendesk Inc - Strictly Confidential 13
  • 14. © 2012 Copyright Zendesk Inc - Strictly Confidential 14
  • 15. © 2012 Copyright Zendesk Inc - Strictly Confidential 18
  • 16. © 2012 Copyright Zendesk Inc - Strictly Confidential 19
  • 17. © 2012 Copyright Zendesk Inc - Strictly Confidential 20
  • 18. 20,000 COMPANIES© 2012 Copyright Zendesk Inc - Strictly Confidential 21
  • 19. © 2012 Copyright Zendesk Inc - Strictly Confidential 22
  • 20. 100 MILLION END-CUSTOMERS© 2012 Copyright Zendesk Inc - Strictly Confidential 23
  • 21. 500 MILLION INTERACTIONS© 2012 Copyright Zendesk Inc - Strictly Confidential 25
  • 22. © 2012 Copyright Zendesk Inc - Strictly Confidential 26
  • 23. © 2012 Copyright Zendesk Inc - Strictly Confidential 27
  • 24. © 2012 Copyright Zendesk Inc - Strictly Confidential ? 28
  • 25. BEAUTIFULLY SIMPLE
  • 26. Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 30
  • 27. Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 31
  • 28. © 2012 Copyright Zendesk Inc - Strictly Confidential 32
  • 29. Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 33
  • 30. Zendesk Voice 1,695 20,000 ZENDESK ACCOUNTS 64 COUNTRIES HOURS: TOTAL CALL USING VOICE DURATION© 2012 Copyright Zendesk Inc - Strictly Confidential 34
  • 31. Zendesk Voice Around the World© 2012 Copyright Zendesk Inc - Strictly Confidential 35
  • 32. Zendesk Voice Across Europe 13 “supported” countries© 2012 Copyright Zendesk Inc - Strictly Confidential
  • 33. Adoption Voice was introduced in August 2011, since tickets submitted via Voice has become a major new channel for Zendesk customers. 68,727 54,458 43,519 29,801 11 11 1 11 11 12 12 12 2 2 12 2 12 01 01 1 01 20 20 20 20 20 20 20 20 20 20 t2 r2 l2 g p v c n b ar ay n g Ju Oc Ap De No Au Au Se Fe Ja Ju M M via Twitter via Chat via Facebook via Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 37
  • 34. Customer Satisfaction 100% 93% 89% 90% 83% 79% 80% Customer Satisfaction 70% 62% 60% 50% 40% 30% 20% 10% 0% voice chat twitter mail facebook Channel© 2012 Copyright Zendesk Inc - Strictly Confidential 38
  • 35. Total Response Time 140 First Response Time (hours) 80 65 36 17 voice chat twitter mail facebook Channel© 2012 Copyright Zendesk Inc - Strictly Confidential 39
  • 36. % One Touch Tickets 97.1% 93.5% 92.8% % One Tocuh Tickets 90.6% 85.6% voice chat twitter mail facebook© 2012 Copyright Zendesk Inc - Strictly Confidential 40
  • 37. Plan with Voice Active© 2012 Copyright Zendesk Inc - Strictly Confidential 1
  • 38. WHO IS USING ZENDESK VOICE© 2012 Copyright Zendesk Inc - Strictly Confidential 42
  • 39. © 2012 Copyright Zendesk Inc - Strictly Confidential 43
  • 40. © 2012 Copyright Zendesk Inc - Strictly Confidential 44
  • 41. © 2012 Copyright Zendesk Inc - Strictly Confidential 45
  • 42. © 2012 Copyright Zendesk Inc - Strictly Confidential 46
  • 43. © 2012 Copyright Zendesk Inc - Strictly Confidential 47
  • 44. ““Without Zendesk Voice, we wouldhave missed at least half an hoursworth of calls - which would have been catastrophic for us.” ”
  • 45. CONCLUSIONS© 2012 Copyright Zendesk Inc - Strictly Confidential 49
  • 46. COMPANIES LIKE CUSTOMERS TALKING TO THEIR LIKE TALKING CUSTOMERS TO COMPANIES IF YOU MAKE VOICE = HAPPY IT BEAUTIFULLY CUSTOMERS SIMPLE THEY WILL COME© 2012 Copyright Zendesk Inc - Strictly Confidential 50
  • 47. SIGN UP FOR ZENDESK TODAY!© 2012 Copyright Zendesk Inc - Strictly Confidential 51
  • 48. THANKS© 2012 Copyright Zendesk Inc - Strictly Confidential 52
  • 49. 12.23.12