Zendesk - Kpi startup presentation

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Zendesk - Kpi startup presentation

  1. 1. About KPIs in 5 Minutes Michael Hansen, VP & APAC MD Zendesk
  2. 2. Must see! Stanford Technology Ventures Program “Changing the Game of Enterprise Software” by Tien Tzuo (then Salesforce.com, now Zuora) http://itun.es/iBn5rS orhttp://ecorner.stanford.edu/authorMaterialInfo.html? mid=1648
  3. 3. Keep it Military!
  4. 4. Start Optimizing at the Pointy End
  5. 5. A Well Oiled Machine
  6. 6. 2 Minutes of Questions
  7. 7. Why Zendesk?
  8. 8. Zendesk At A Glance Ticket Management Reporting & Analytics Multi-Channel Branding Knowledge Base IntegrationsWhy Zendesk
  9. 9. Help Desk Your Way Get Up & Running Quickly Email Support Web Site Branding Work Smarter, Not Harder Business Rules Knowledge Base Reporting & Analytics Build A Help Desk That Your Agents & Customers Love Automated Workflow Twitter Chat iPad iPhone Android BlackBerry Custom CSS Multi-Languages & Timezones 60+ Partner Integrations APIWhy Zendesk
  10. 10. Customer Case Study What was their challenge? How are they using Zendesk? Email stopped being enough… More than a help desk • Scale support team exponentially • Deployed across support, IT, engineering and legal departments • Aim for frequent “one-touch resolution” • Stay in better touch with customers: email, web, knowledge base, mobile • Strike a balance between agent efficiency • Zendesk macros keep it human and serve as and customer satisfaction a key support training tool • Keep pulse on agent performance • Gain business insight with detailed analyticsWhy Zendesk
  11. 11. Deliver Support Your Customers Love 95% would recommend to others* 75% have already recommended**Source: Based on Zendesk survey sent to customer base in May 2010.Why Zendesk

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