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How to Take an Omnichannel Approach to Customer Support with Zendesk

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In this In this recent webinar with Zendesk, BrainSell explored how an omnichannel customer support strategy can help drive better engagements with customers and ensure you're building relationships that will last.

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How to Take an Omnichannel Approach to Customer Support with Zendesk

  1. 1. How to Take an Omnichannel Approach to Customer Support May 15, 2019
  2. 2. Housekeeping • 45-minute presentation with Q&A at the end • Type questions into the "question box" to submit them throughout the presentation • We'll send a copy of the deck and recording of the webinar in follow-up emails after the event #LearningWithBrainSell
  3. 3. Presenters #LearningWithBrainSell Jim McLaughlin Channel Sales Manager Zendesk Russell Newton Senior Solutions Consultant Zendesk Ali Lipman Customer Success Manager BrainSell HOST PRESENTERS
  4. 4. Agenda  The Shift in Customer’s Expectations  How to Leverage Technology to Support Today’s Customers  Omnichannel Support in Action – Zendesk Demo  Live Q&A #LearningWithBrainSell
  5. 5. About BrainSell • Founded in 1994 • Unbiased business consultants • We help companies thrive by solving their business challenges with guidance and technology. • Specialize in ERP, CRM, Business Intelligence and Marketing Automation software #LearningWithBrainSell
  6. 6. of consumers will defect to another brand as a result of poor customer service Source: The Northridge Group CX LaggardsCX Leaders Source: Forrester
  7. 7. Contact information Purchase history Support history Payment details Most businesses can’t keep up with changing customer expectations
  8. 8. Existing technology holds companies back Siloed systems and channels Ticket -- not human -- centric platforms Disconnected data sources
  9. 9. Treat your customers like humans, not tickets Better customer experiences start with a complete understanding of your customers
  10. 10. The best customer experiences are built with Zendesk
  11. 11. 130,000 + CUSTOMERS 160+ COUNTRIES 60+ LANGUAGES 1.4 billion + YEARLY INTERACTIONS PROCESSED San Francisco HEADQUARTERS 16 GLOBAL OFFICES 2,500+ EMPLOYEES 6 hours VOLUNTEER TIME / EMPLOYEE
  12. 12. Customer service and engagement products Beautifully simple Native omnichannel solutions Open, flexible, built on the public cloud Data rich Best total cost of ownership Community of CX innovators + + + + + +
  13. 13. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. https://www.zendesk.com/resources/gartner-magic-quadrant-crm/”
  14. 14. Meet customers on their terms Empower agents with a single interface Report across all channels “Our service goal is to make it as easy to deal with their Member service team as it is to receive their razor blades at their doorstep.” Deliver seamless omnichannel support
  15. 15. Poll: Do you currently offer Live Chat on your website?
  16. 16. DEMO
  17. 17. Q&A #LearningWithBrainSell
  18. 18. Thank You For Attending Contact us to get started: sales@brainsell.net (866) 356-2654 #LearningWithBrainSell Free 14-Day Trial of Zendesk Suite!

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