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Thomas Olsen, Zendesk - Preventing churn through CSAT
- 1. Thomas OlsenEnterprise Territory Manager, Zendesk
- 2. SMILES ∞ EMPLOYEES 1,700+ HEADQUARTERS San Francisco PAID CUSTOMER ACCOUNTS 101,000 AMER San Francisco Madison São Paulo EMEA Copenhagen Dublin London Montpellier Berlin APAC Singapore Manila Tokyo Bangalore Melbourne GLOBAL OFFICES 13
- 3. Innovative companies think about the entire relationship with their customers
- 5. MAKE IT RIGHT A beautifully simple system for tracking, prioritizing, and solving customer support tickets
- 7. Tailored for you Extend your support with marketplace apps, embed natively into any app or website, or customize with our API. Multichannel customer service Customer service for humans Build trust with customers by offering responsive, personalized, support on the channels they prefer. Powerfully productive agents Set agents up for success with effective tools for collaboration, information gathering, and automation.
- 9. Customers prefer self-service 76% 85% Prefer to self-serve vs talk to an agent. Forrester Of customer interactions will be handled without a human involved, by 2020. Gartner
- 10. Knowledge management in Support orgs matters 25% 20% 35% Reduction in customer support costs when a proper knowledge management (KM) discipline is in place. Of the time a customer service representative is spending understanding questions, searching for correct information and responding to the customer. Less time to train a new customer support agent when you have established a proper KM practice.
- 11. It’s worth investing in Knowledge Management 20-80% 75% 77% Reduction in provider’s time to answer with contextual knowledge: semantic search engines and well curated knowledge base. Of customers prefer to use self-service and expect a self-service option in the different engagement channels. Say that valuing their time is the most important thing a company can do to provide them with good service.
- 12. It’s worth investing in Knowledge Management
- 13. “You’ve known us for products that make it easy to manage customer conversations whenever and wherever they reach out”
- 14. Guide is a knowledge management solution that enables agents and content authors to create and maintain a knowledge base and publish their self-service content across channels.
- 16. New capabilities
- 18. Knowledge Capture app Empower every agent to share knowledge. The KC app lets them create, consume, critique. ● While resolving tickets, agents link articles to tickets ● If an article does not exist, agents can quickly create a new one from a template ● Agents can provide quick, inline feedback on articles to aid in content improvements
- 19. Answer Bot
- 20. Answer Bot uses machine learning to respond to support tickets with an automated email that lists potentially relevant knowledge base articles. This encourages self-service in your customer base, and raises awareness of your knowledge base offerings. Answer Bot What is it and why is it coming?
- 21. • We return the top 3 articles using the Answer Bot prediction model • Controls within email allow end-user to directly take action and mark their request solved What will it look like to customers? Answer Bot
- 22. What will it look like to customers? Answer Bot • End-users can indicate if the article did not solve their issue and provide helpful feedback on why the article wasn’t useful
- 23. • Agents can easily identify when articles have been automatically suggested, they are also able to easily track which article solved the customers problems • Feedback controls allow agents to indicate if articles that have been suggested and are not relevant - this will be used in the future to filter the articles we suggest and ensure that irrelevant suggestions are kept to a minimum What will it look like to agents? Answer Bot
- 24. Customer Stories: Dollar Shave Club 13% solved the question out on their own! This is awesome, if this number stays consistent as we roll this out to more issues, I wouldn't be upset at all -- Trent Hoerman, Programs Manager, Member Services “
Editor's Notes
- This is who we are.
- This is our customers. We’ve been fortunate to be able to learn from our customers. And we’ve noticed something: They’re thinking about the entire relationship with their customers, not only transactions or a support interaction. They’re thinking about overall experiences and ongoing conversations, not one-off interactions with a single department. In fact, they are moving away from an old view of the world where customers need managed and automated, and toward and new view where customer relationships are at the core of their business. ----ALT from Do Over doc----- We’ve learned from the best: The companies we work with care about the entire customer experience, not just one-off transactions or support interactions. They understand that customers expect a single, fluid conversation with them--one where the the experience of engaging on a mobile app, talking on the phone or considering a purchase is the same.
- And this is what we do.
- Support is where Zendesk started.
- Toby:
- 3rd pillar was previously: Self-service satisfaction Give customers 24/7 support with easy access to the answers they need, wherever they are.
- Three weeks agos we launched Guide, a new member of the Zendesk family of product.
- Before telling you about Guide, I wanted to share with you some informations. Meanwhile, customers are also leaning more and more on self-service. It’s well researched that customers prefer to help themselves. In fact, Forrester reports that over 76% of customers would rather self-service and find their own answers than contact an agent. Gartner reports that by 2020, customers will manage their relationship with a company without talking to an agent and we see more and more of this become true as automation with the help of AI and bots become the first line of customer support.
- Source: Gartner- Knowledge Management Will Transform CRM Customer Service In this model, an organization builds a giant knowledge base of information and provides service for all inquiries via a centralized customer service architecture, regardless of channel. Using machine learning and natural-language processing techniques, messages are broken down to the questions being asked, parsed and solved in the central system, and returned to the customer via the same channel. This model merges what happens today in call centers with self-service solutions such as IVR, SMS, email management and live chat, while it replicates the same solution across different channels
- Source: Gartner- Knowledge Management Will Transform CRM Customer Service In this model, an organization builds a giant knowledge base of information and provides service for all inquiries via a centralized customer service architecture, regardless of channel. Using machine learning and natural-language processing techniques, messages are broken down to the questions being asked, parsed and solved in the central system, and returned to the customer via the same channel. This model merges what happens today in call centers with self-service solutions such as IVR, SMS, email management and live chat, while it replicates the same solution across different channels
- Let customers get contextual help wherever they are. On your Help Center, in a mobile app (with Mobile SDK) or browsing a website (with web widget). We are also packaging the evolution of Automatic Answers aka bots as part of Guide. Help your customers get answers faster with bots. They analyze your articles and past requests to learn what answers work the best. When new customers ask questions they assist customers with answers they’ve learned while they wait for a response from your agents. Each time they solve a questions, the bot gets smarter.
- The knowledge capture app is one of our key differentiators with Guide. It allows agents to add to the team’s knowledge over time by turning solved tickets into content and offering feedback to improve it every time it’s used. This helps minimise reliance on specialised agents who can spend less time answering repeat questions and more time solving the complex ones. Things you can do with the KNowledge capture app: Search for helpful answers directly from your Zendesk agent interface Link to content as you are answering tickets Create articles directly from the UI Suggest improvements to content
- Facilitator notes: The Answer Bot will be a paid feature with Guide, it proactively offer useful articles to customers, if they close their request by way of this feature then they will be charged. Answer Bot Faqs: You must meet these requirements: Support Professional / Enterprise (non-trial) Guide Pro (non trial) Have more than 10 articles Have greater than 2000 english tickets per month (not chat / voice) Note: Answer Bot is only supported in English currently.
- Facilitator notes: The requester will have two options when presented with an Answer Bot email response: Select an option to close their request as the provided articles have answered their query Or to simply continue replying to the Support agent as none of the articles were able to resolve their issue
- Facilitator notes: Further to the Answer Bot email a deflection widget will follow an end user through the HC offering to close their request should they find a useful article. This in turn will improve the overall ability of the Answer Bot over time, which will limit the impact on Support Advocates.
- Facilitator notes: Ways for the Advocates to improve on the Answer Bot algorithm. Key points: Advocates will be able to see if the request has been answered by an automatic article suggestion Advocates can choose to offer different suggestions in the future to help with the Answer Bot suggestions Advocates should select wrongly suggested articles by marking them with an X to avoid the use of off-topic suggestions