INTEGRATING VOICE INTO TODAY’S CUSTOMER SERVICE                     10.17.12
Beautifully Simple to evaluate,                                                      to buy, to use                       ...
= Yesterday, right?© 2012 Copyright Zendesk Inc - Strictly Confidential   3
We only care about the                                    cool channels© 2012 Copyright Zendesk Inc - Strictly Confidential...
WHOA, NOT SO                                                       FAST THERE© 2012 Copyright Zendesk Inc - Strictly Confid...
I still want                                                       to talk to                                             ...
© 2012 Copyright Zendesk Inc - Strictly Confidential   7
SO HOW DOES VOICE                  STACK UP AS A CUSTOMER                    SUPPORT CHANNEL?© 2012 Copyright Zendesk Inc ...
BUT FIRST, LET’S MEET                                       ZENDESK© 2012 Copyright Zendesk Inc - Strictly Confidential    ...
WE SELL                                                      CUSTOMER                                                     ...
Text© 2012 Copyright Zendesk Inc - Strictly Confidential          11
© 2012 Copyright Zendesk Inc - Strictly Confidential   12
© 2012 Copyright Zendesk Inc - Strictly Confidential   13
© 2012 Copyright Zendesk Inc - Strictly Confidential   14
© 2012 Copyright Zendesk Inc - Strictly Confidential   18
© 2012 Copyright Zendesk Inc - Strictly Confidential   19
© 2012 Copyright Zendesk Inc - Strictly Confidential   20
20,000                                                      COMPANIES© 2012 Copyright Zendesk Inc - Strictly Confidential  ...
© 2012 Copyright Zendesk Inc - Strictly Confidential   22
100                                                      MILLION                                                      END-...
500                                                      MILLION                                                      INTE...
© 2012 Copyright Zendesk Inc - Strictly Confidential   26
© 2012 Copyright Zendesk Inc - Strictly Confidential   27
© 2012 Copyright Zendesk Inc - Strictly Confidential                                                      ?   28
BEAUTIFULLY SIMPLE
Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential   30
Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential   31
© 2012 Copyright Zendesk Inc - Strictly Confidential   32
Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential   33
Zendesk Voice        1,695                                                     20,000         ZENDESK        ACCOUNTS     ...
Zendesk Voice Around the World© 2012 Copyright Zendesk Inc - Strictly Confidential   35
Zendesk Voice Across Europe                                                      13 “supported”                           ...
Adoption                                            Voice was introduced in August 2011, since tickets submitted          ...
Customer Satisfaction                                                100%   93%                                           ...
Total Response Time                                                                           140                   First ...
% One Touch Tickets                                                           97.1%                                       ...
Plan with Voice Active© 2012 Copyright Zendesk Inc - Strictly Confidential   1
WHO IS USING                                                      ZENDESK VOICE© 2012 Copyright Zendesk Inc - Strictly Con...
© 2012 Copyright Zendesk Inc - Strictly Confidential   43
© 2012 Copyright Zendesk Inc - Strictly Confidential   44
© 2012 Copyright Zendesk Inc - Strictly Confidential   45
© 2012 Copyright Zendesk Inc - Strictly Confidential   46
© 2012 Copyright Zendesk Inc - Strictly Confidential   47
““Without Zendesk Voice, we wouldhave missed at least half an hoursworth of calls - which would have    been catastrophic ...
CONCLUSIONS© 2012 Copyright Zendesk Inc - Strictly Confidential                 49
COMPANIES LIKE                         CUSTOMERS               TALKING TO THEIR                       LIKE TALKING        ...
SIGN UP FOR                          ZENDESK TODAY!© 2012 Copyright Zendesk Inc - Strictly Confidential   51
THANKS© 2012 Copyright Zendesk Inc - Strictly Confidential            52
12.23.12
Integrating Voice Into Today's Customer Service
Integrating Voice Into Today's Customer Service
Integrating Voice Into Today's Customer Service
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 brief overview of Zendesk Voice.

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Integrating Voice Into Today's Customer Service

  1. 1. INTEGRATING VOICE INTO TODAY’S CUSTOMER SERVICE 10.17.12
  2. 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. 3. = Yesterday, right?© 2012 Copyright Zendesk Inc - Strictly Confidential 3
  4. 4. We only care about the cool channels© 2012 Copyright Zendesk Inc - Strictly Confidential 4
  5. 5. WHOA, NOT SO FAST THERE© 2012 Copyright Zendesk Inc - Strictly Confidential 5
  6. 6. I still want to talk to someone.© 2012 Copyright Zendesk Inc - Strictly Confidential 6
  7. 7. © 2012 Copyright Zendesk Inc - Strictly Confidential 7
  8. 8. SO HOW DOES VOICE STACK UP AS A CUSTOMER SUPPORT CHANNEL?© 2012 Copyright Zendesk Inc - Strictly Confidential 8
  9. 9. BUT FIRST, LET’S MEET ZENDESK© 2012 Copyright Zendesk Inc - Strictly Confidential 9
  10. 10. WE SELL CUSTOMER SUPPORT SOFTWARE© 2012 Copyright Zendesk Inc - Strictly Confidential 10
  11. 11. Text© 2012 Copyright Zendesk Inc - Strictly Confidential 11
  12. 12. © 2012 Copyright Zendesk Inc - Strictly Confidential 12
  13. 13. © 2012 Copyright Zendesk Inc - Strictly Confidential 13
  14. 14. © 2012 Copyright Zendesk Inc - Strictly Confidential 14
  15. 15. © 2012 Copyright Zendesk Inc - Strictly Confidential 18
  16. 16. © 2012 Copyright Zendesk Inc - Strictly Confidential 19
  17. 17. © 2012 Copyright Zendesk Inc - Strictly Confidential 20
  18. 18. 20,000 COMPANIES© 2012 Copyright Zendesk Inc - Strictly Confidential 21
  19. 19. © 2012 Copyright Zendesk Inc - Strictly Confidential 22
  20. 20. 100 MILLION END-CUSTOMERS© 2012 Copyright Zendesk Inc - Strictly Confidential 23
  21. 21. 500 MILLION INTERACTIONS© 2012 Copyright Zendesk Inc - Strictly Confidential 25
  22. 22. © 2012 Copyright Zendesk Inc - Strictly Confidential 26
  23. 23. © 2012 Copyright Zendesk Inc - Strictly Confidential 27
  24. 24. © 2012 Copyright Zendesk Inc - Strictly Confidential ? 28
  25. 25. BEAUTIFULLY SIMPLE
  26. 26. Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 30
  27. 27. Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 31
  28. 28. © 2012 Copyright Zendesk Inc - Strictly Confidential 32
  29. 29. Zendesk Voice© 2012 Copyright Zendesk Inc - Strictly Confidential 33
  30. 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. 31. Zendesk Voice Around the World© 2012 Copyright Zendesk Inc - Strictly Confidential 35
  32. 32. Zendesk Voice Across Europe 13 “supported” countries© 2012 Copyright Zendesk Inc - Strictly Confidential
  33. 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. 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. 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. 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. 37. Plan with Voice Active© 2012 Copyright Zendesk Inc - Strictly Confidential 1
  38. 38. WHO IS USING ZENDESK VOICE© 2012 Copyright Zendesk Inc - Strictly Confidential 42
  39. 39. © 2012 Copyright Zendesk Inc - Strictly Confidential 43
  40. 40. © 2012 Copyright Zendesk Inc - Strictly Confidential 44
  41. 41. © 2012 Copyright Zendesk Inc - Strictly Confidential 45
  42. 42. © 2012 Copyright Zendesk Inc - Strictly Confidential 46
  43. 43. © 2012 Copyright Zendesk Inc - Strictly Confidential 47
  44. 44. ““Without Zendesk Voice, we wouldhave missed at least half an hoursworth of calls - which would have been catastrophic for us.” ”
  45. 45. CONCLUSIONS© 2012 Copyright Zendesk Inc - Strictly Confidential 49
  46. 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. 47. SIGN UP FOR ZENDESK TODAY!© 2012 Copyright Zendesk Inc - Strictly Confidential 51
  48. 48. THANKS© 2012 Copyright Zendesk Inc - Strictly Confidential 52
  49. 49. 12.23.12
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