But before we dive in, let’s take care of some housekeeping. If you have any questions during the presentation, please type them into the question box in your control panel. I’ll bring them up during the discussion and we’ll also save some time for questions at the end. Additionally this session is being recorded and we will share it with you via email. You can expect to see it in your inbox likely tomorrow morning.
Ali to speak to
Ali As we jump in, consider these two stats
81% of consumers will leave you as a result of a poor customer experience.
And according to Forrester Research, businesses that are customer experience leaders actually grow revenue 5x faster than business that are customer experience laggards.
So what’s the bottom line? Superior Customer Support is how great businesses differentiate themselves from competition and earn their customers’ trust, and therefore business, over and over again.
Ali But most businesses can’t keep up with changing customer expectations. With the proliferation of communication channels and ongoing digital transformation of businesses, delivering seamless, personal support efficiently at scale is really challenging.
Ali Despite their best intentions to provide better customer experiences, companies don’t have the technology they need to succeed. They are held back by disconnected data sources; siloed systems and channels; and solutions that treat customers like tickets - not humans.
Better customer experiences start when you center around your customers, not tickets.
To deliver truly personal support, efficiently and at scale, you need a complete understanding of your customers and their relationship with your business.
In a few minutes, We’ll show you how Zendesk enables you to do this by creating a seamless customer experience that will increase customer satisfaction, and drive repeat business, but first I want to share some statistics from Zendesk’s report on the ROI of moving to connected customer support platform.
Ali Okay! Let’s show you what the customer experience and user experience with Zendesk are like first-hand. I’m going to hand it over to Anna
Sarah to facilitate questions
How much does this cost? Does this integrate with Sugar?
Sarah to wrap it up
Transforming Customer Experiences With Zendesk
September 26, 2019
• 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
Senior Solutions Consultant
Customer Success Manager
• Founded in 1994
• A growth enablement company
• We help companies thrive by solving their
business challenges with guidance and
• Specialize in CX, ERP, CRM, Business
Intelligence and Marketing Automation
The Shift in Customer’s Expectations
How to Leverage Technology to Support Today’s
Connected CX in Action – Zendesk Demo
of consumers will defect to
another brand as a result of
poor customer service
Source: The Northridge Group
CX LaggardsCX Leaders
The Shift in Customer Expectations
Most Businesses Are Struggling to Keep Up
Existing Technology Holds Companies Back
Ticket -- not human --
Zendesk vs. Others
84% higher first reply times
69% higher first resolution times
61% lower requester wait time
during business hours
87% more replies
Treat Your Customers Like Humans, Not Tickets.