Zuora's customer support strategy focuses on turning customer support into customer partnerships. They aim to achieve 100% customer satisfaction by opening communication channels, cross-departmental collaboration, and a customer-centric philosophy. Key aspects of their approach include a global support team with 24/7 coverage, integrating customer data across departments, and driving success through customer satisfaction ratings. Their goal is to make customers successful and view support as a relationship rather than just answering questions.
On Friday February 01, 2013, Brian Fetherstonhaugh (Chairman & CEO of OgilvyOne Worldwide) presented this presentation to Ogilvy & Mather SA clients and partners as well as to local media, at the South African launch of OgilvyOne at the Johannesburg office.
Big data. By now you have heard the term and it’s easy to grasp what it means as the world continues to create 2.5
quintillion bytes daily. Or, maybe not; can you fathom one quintillion bytes? I can’t. But I can relate to Vestas Wind
Systems, a leader in the development of wind energy that uses their IBM big data solution and one of the world’s
largest supercomputers to analyze weather information and provide location site data in minutes instead of weeks,
even while its wind library is increasing from 2.8 petabytes to as much as 24 petabytes of data - the equivalent of
1420 times the books in America’s Library of Congress.
On Friday February 01, 2013, Brian Fetherstonhaugh (Chairman & CEO of OgilvyOne Worldwide) presented this presentation to Ogilvy & Mather SA clients and partners as well as to local media, at the South African launch of OgilvyOne at the Johannesburg office.
Big data. By now you have heard the term and it’s easy to grasp what it means as the world continues to create 2.5
quintillion bytes daily. Or, maybe not; can you fathom one quintillion bytes? I can’t. But I can relate to Vestas Wind
Systems, a leader in the development of wind energy that uses their IBM big data solution and one of the world’s
largest supercomputers to analyze weather information and provide location site data in minutes instead of weeks,
even while its wind library is increasing from 2.8 petabytes to as much as 24 petabytes of data - the equivalent of
1420 times the books in America’s Library of Congress.
Matrix. Voces en el Fénix, no. 39. Internet: pasado, presente y futuro. Refle...Fernando-Ariel Lopez
Revista Voces en el Fénix, Año 5, Número 39 (octubre, 2014). Facultad de Ciencias Económicas, Universidad de Buenos Aires (FCE-UBA). Buenos Aires (Argentina), ISSN: 1853-8819. Disponible en: http://www.vocesenelfenix.com/
Digital Trends: Wunsch und Wirklichkeit im ZeitablaufJürg Stuker
Ein Versuch ein paar Jahre in die Zukunft zu sehen mit dem Ziel in der Retrospektive lieber herzhafte als mitleidige Lacher zu ernten. Im Wissen, dass die Zukunft immer auch die Gegenwart fusst, kucke ich in der Präsentation gerne auch ein paar Jahre zurück.
Formación coaching sistémico de familia y educativo 2014-15 - Act 6jul2014Susana García
Programa completo de la formación impartida por Centro FAMES con soluciones sistémicas para los ámbitos familiar y educativo:
Experto Profesional en Coaching Sistémico de Familia y Educativo
Una formación a 3 niveles inclusiva para toda la comunidad educativa y con expertos en cada área tratada.
Verizon Media - 2019 Sponsor Breakfast PresentationMediaPost
Search and Performance Insider Summit, Deer Valley, UT, Dec. 12, 2019 - 08:15 AM: Transforming the Customer Experience79% of consumers worldwide say experiences are as important as a company’s products and services.* Marketers have an opportunity to capture scaled consumer hearts and wallets by delivering a seamless experience. Successful brands deliver innovative solutions that are useful in the moment and provide value along all phases of the path to purchase. Learn how Verizon Media has evolved in the converging world of media to offer native advertising solutions that yield personalization, innovation, and premium ad experiences for users.(Source: Salesforce connected consumer study 2018)Presenter: GiuseppeLa Rocca, Director ofNative Advertising Sales and Strategy,Verizon MediaGiuseppe La Rocca is Director of Native Advertising Sales and Strategy at Verizon Media. He manages the fast growing US Native sales organization, promoting strategic advertising solutions across Verizon Media’s premium, innovative, and commerce focused native ad products.Previously, Giuseppe was a leading Account Director at Verizon, working across the fastest growing retail book of business. Giuseppe built his book of business to record revenue growth, capitalizing on ROI driving performance advertising solutions and a client-first mindset. Before working in sales, Giuseppe ran client services and operation strategy for search advertising across Yahoo and Bing Ads.Prior to Verizon Media, Giuseppe spent time focused on client services across verticals at leading global search advertising agency, iProspect, where he generated record revenue for his book of business.Originally from Gloucester, Massachusetts, Giuseppe now resides in New York and spends his free time mainly eating and traveling.
In this presentation we will confront the looming fear (or thrill, depending on how you look at it) overshadowing the digital marketing landscape: the notion of AI usurping the human touch. This illuminating discourse shifts the narrative from replacement to enhancement, emphasizing that while AI itself cannot replace the marketer, a marketer's adept use of AI will redefine the frontier of competitive advantage. The presentation delves into the irreplaceable facets of human interaction — the emotional intelligence, the authentic connections, the creative intuition that machines cannot replicate. It underscores that the true power doesn't lie in AI alone but in humans harnessing AI to amplify their capabilities. Furthermore, it addresses our yearning for genuine human connection and more time — commodities that technology cannot fabricate but can help us reclaim in surprising ways. Through a tapestry of compelling case studies, expert insights, and practical strategies, attendees will learn how to navigate this delicate dance with AI. They'll emerge more prepared to leverage technological tools while championing the very human heart of marketing, thus orchestrating campaigns that resonate on a deeper, more human level than ever before.
A panel of home medical equipment retailers share some of the strategies that have helped their companies successfully build retail sales - and expand from 3rd party insurance business.
How to have financial freedom with exclusive tripsAlfred Boya
The presentation is about travelling club called worlventures that changed millions of lives worldwide,we often spend more time at work than wioth the loved ones,so I will show you how to have peace of mind by travelling the trips that you never had access to and also make money at the same time,well you can join worldventures for travelling exclusive trips very cheap or you can do it for money,i am doing it for both because I want to have my freedom back.
I hope you make the right decision by clicking mafredotravels.worldventures.biz and go to signup,it does not matter which part of the world are you,we are on 30 countries and we are just getting started,chat soon
Matrix. Voces en el Fénix, no. 39. Internet: pasado, presente y futuro. Refle...Fernando-Ariel Lopez
Revista Voces en el Fénix, Año 5, Número 39 (octubre, 2014). Facultad de Ciencias Económicas, Universidad de Buenos Aires (FCE-UBA). Buenos Aires (Argentina), ISSN: 1853-8819. Disponible en: http://www.vocesenelfenix.com/
Digital Trends: Wunsch und Wirklichkeit im ZeitablaufJürg Stuker
Ein Versuch ein paar Jahre in die Zukunft zu sehen mit dem Ziel in der Retrospektive lieber herzhafte als mitleidige Lacher zu ernten. Im Wissen, dass die Zukunft immer auch die Gegenwart fusst, kucke ich in der Präsentation gerne auch ein paar Jahre zurück.
Formación coaching sistémico de familia y educativo 2014-15 - Act 6jul2014Susana García
Programa completo de la formación impartida por Centro FAMES con soluciones sistémicas para los ámbitos familiar y educativo:
Experto Profesional en Coaching Sistémico de Familia y Educativo
Una formación a 3 niveles inclusiva para toda la comunidad educativa y con expertos en cada área tratada.
Verizon Media - 2019 Sponsor Breakfast PresentationMediaPost
Search and Performance Insider Summit, Deer Valley, UT, Dec. 12, 2019 - 08:15 AM: Transforming the Customer Experience79% of consumers worldwide say experiences are as important as a company’s products and services.* Marketers have an opportunity to capture scaled consumer hearts and wallets by delivering a seamless experience. Successful brands deliver innovative solutions that are useful in the moment and provide value along all phases of the path to purchase. Learn how Verizon Media has evolved in the converging world of media to offer native advertising solutions that yield personalization, innovation, and premium ad experiences for users.(Source: Salesforce connected consumer study 2018)Presenter: GiuseppeLa Rocca, Director ofNative Advertising Sales and Strategy,Verizon MediaGiuseppe La Rocca is Director of Native Advertising Sales and Strategy at Verizon Media. He manages the fast growing US Native sales organization, promoting strategic advertising solutions across Verizon Media’s premium, innovative, and commerce focused native ad products.Previously, Giuseppe was a leading Account Director at Verizon, working across the fastest growing retail book of business. Giuseppe built his book of business to record revenue growth, capitalizing on ROI driving performance advertising solutions and a client-first mindset. Before working in sales, Giuseppe ran client services and operation strategy for search advertising across Yahoo and Bing Ads.Prior to Verizon Media, Giuseppe spent time focused on client services across verticals at leading global search advertising agency, iProspect, where he generated record revenue for his book of business.Originally from Gloucester, Massachusetts, Giuseppe now resides in New York and spends his free time mainly eating and traveling.
In this presentation we will confront the looming fear (or thrill, depending on how you look at it) overshadowing the digital marketing landscape: the notion of AI usurping the human touch. This illuminating discourse shifts the narrative from replacement to enhancement, emphasizing that while AI itself cannot replace the marketer, a marketer's adept use of AI will redefine the frontier of competitive advantage. The presentation delves into the irreplaceable facets of human interaction — the emotional intelligence, the authentic connections, the creative intuition that machines cannot replicate. It underscores that the true power doesn't lie in AI alone but in humans harnessing AI to amplify their capabilities. Furthermore, it addresses our yearning for genuine human connection and more time — commodities that technology cannot fabricate but can help us reclaim in surprising ways. Through a tapestry of compelling case studies, expert insights, and practical strategies, attendees will learn how to navigate this delicate dance with AI. They'll emerge more prepared to leverage technological tools while championing the very human heart of marketing, thus orchestrating campaigns that resonate on a deeper, more human level than ever before.
A panel of home medical equipment retailers share some of the strategies that have helped their companies successfully build retail sales - and expand from 3rd party insurance business.
How to have financial freedom with exclusive tripsAlfred Boya
The presentation is about travelling club called worlventures that changed millions of lives worldwide,we often spend more time at work than wioth the loved ones,so I will show you how to have peace of mind by travelling the trips that you never had access to and also make money at the same time,well you can join worldventures for travelling exclusive trips very cheap or you can do it for money,i am doing it for both because I want to have my freedom back.
I hope you make the right decision by clicking mafredotravels.worldventures.biz and go to signup,it does not matter which part of the world are you,we are on 30 countries and we are just getting started,chat soon
Kevin Keating is an accomplished Graphic Designer, Marketing Director and top Real Estate Sales Agent. His experience encompasses the worlds of finance, advertising and real estate. Having worked within Wall Street’s top firms including Morgan Stanley, BNYM, JP Morgan and VOYA (formerly ING), Kevin offers design solutions that are both innovative and strategic.
Here is an interesting fact...in the Yukon and California Gold Rushes, the people that made the MOST money were those who were selling mining tools, NOT the miners. http://qualified.stiforpmovie.com
Nucerity International - The ideal business opportunity!dphome
Check out the October 2009 Nucerity International new powerpoint. Great information on how to obtain your "Why" during the Credit Revolution/Depression
Build vs. Buy: A New Look at the Classic IT DilemmaZuora, Inc.
See how CIOs can deliver the agile pricing, customer acquisition and revenue forecasting capabilities your enterprise needs to test new business models and successfully compete in a world of continuous disruption.
How to Grow Your Auto Body and Repair Business in a Consolidating Market PlaceasTech
On September 7, 2014 Mitchell International sponsored my presentation How to Grow Your Auto Body and Repair Business in a Consolidating Market Place, to the Missouri AASP association.
This presentation focuses on how auto body and repair shops can use web, social and mobile based sales, marketing and customer service tools, technologies and techniques to capture, service and retain more customers, revenue and profit.
1. Slide 1 − Zuora Confidential, not for distribution beyond intended recipientSlide 1 − Zuora Confidential, not for distribution beyond intended recipient
THE ZUORA STORY
Turning Customer Support Into
Customer Partnerships
2. Confidential and Proprietary Information. Do not distribute beyond intended audience.
Hello, My Name Is…
@ZuoraGeek
3. Slide 3 − Zuora Confidential, not for distribution beyond intended recipient
4. Confidential and Proprietary Information. Do not distribute beyond intended audience.
4
“By2015, 35%of Global 2000 companies will generaterevenue
through subscription-based services andrevenue models.”
1999 Today
WhatIsThe
Subscription Economy?
BUY NOW SUBSCRIBE
5. Confidential and Proprietary Information. Do not distribute beyond intended audience.
5
Businesses Can Subscribe
ToAnything
6. Confidential and Proprietary Information. Do not distribute beyond intended audience.
6
Consumers Can Subscribe
ToAnything
7. Confidential and Proprietary Information. Do not distribute beyond intended audience.
BUY NOW SUBSCRIBE
Product Relationships
7
BusinessesIn TheSubscriptionEconomy
Are Focused On Relationships
8. Confidential and Proprietary Information. Do not distribute beyond intended audience.
FocusingonCustomerRelationshipsIs
Our Team’s Business
9. Confidential and Proprietary Information. Do not distribute beyond intended audience.
9
100%
Customer Satisfaction
Our Mission
10. Confidential and Proprietary Information. Do not distribute beyond intended audience.
customer experience
communication
channelsintegrations
self service
customer portal
analytics
reporting
workflows
SLA
macros
socialmedia
community
email
views
collaboration
data
search
mobile
satisfaction
tickets
10
11. Confidential and Proprietary Information. Do not distribute beyond intended audience.
1
2
3
Open communication
channels with customers
Cross-departmental
collaboration
Customer-centric
philosophy
11
How Do We Get To 100%
12. Confidential and Proprietary Information. Do not distribute beyond intended audience.
CUSTOMER PORTAL
MULTI-CHANNEL
FOLLOW THE SUN
REPORTING
12
StepOne:
Laying The Foundation
14. Confidential and Proprietary Information. Do not distribute beyond intended audience.
ZuoraTip:
Surface FAQs In Product
15. Confidential and Proprietary Information. Do not distribute beyond intended audience.
ZuoraTip:
Surface FAQs Before A Ticket
16. Confidential and Proprietary Information. Do not distribute beyond intended audience.
16
Opening1:1
Communication Channels
17. Confidential and Proprietary Information. Do not distribute beyond intended audience.
Locallanguagesupport inEnglish,Spanish,
Vietnamese,Mandarin,Korean,andFilipino
17
Zuora Global Support
ZendeskVoiceintheUS,Canada,UK,and
Netherlands
18. Confidential and Proprietary Information. Do not distribute beyond intended audience.
18
Follow The Sun Structure
24/7/365 Coverage
7amstartinColorado
7amstartinCalifornia
8amstartinCalifornia
9amstartinCalifornia
7amstartinBeijing
9amstartinBeijing
1pmstartinBeijing
2pmstartinBeijing
19. Confidential and Proprietary Information. Do not distribute beyond intended audience.
19
Capturing Meaningful Data
20. Confidential and Proprietary Information. Do not distribute beyond intended audience.
vs
4.5 30.1firstresponsetime(hrs) firstresponsetime(hrs)
vs
1,128 636ticketspermonth ticketspermonth
vs
8.4 1.52forum:ticketratio forum:ticketratio
vs
98% 80%customersatisfaction customersatisfaction
Zuora Zendesk Benchmark
Customer
Self-Service
Scale
Efficiency
20
21. Confidential and Proprietary Information. Do not distribute beyond intended audience.
Zuora
Tip:
Track
trends
over
time
98.0%
22. Confidential and Proprietary Information. Do not distribute beyond intended audience.
ZuoraTip:
Use Tags to analyze performance
98.0%
23. Confidential and Proprietary Information. Do not distribute beyond intended audience.
Product Services
Support Sales
23
StepTwo:
Uniting The Zuora Teams
24. Confidential and Proprietary Information. Do not distribute beyond intended audience.
24
Salesforce Data in Zendesk
Customer data
right next to a
live ticket
25. Confidential and Proprietary Information. Do not distribute beyond intended audience.
25
Zendesk Data in Salesforce
26. Confidential and Proprietary Information. Do not distribute beyond intended audience.
26
Creating Hubs and Spokes
Zuora
Global Support
Zuora University Tech Ops
27. Confidential and Proprietary Information. Do not distribute beyond intended audience.
27
ZuoraTip:
Hub/Spoke
CUSTOMER HUB SPOKE
Urgent P0 Urgent
High P1 High
Medium P2 Medium
Low P3 Low
- P3 Low
Opened
Priority
High
Auto Set
Severity
P1
Adjust
Severity
P2
Auto Set
Priority
Medium
Adjust
Priority
High
HUBSPOKE
AUTOMATION MANUAL
28. Confidential and Proprietary Information. Do not distribute beyond intended audience.
28
StepThree:
Customer-Centricity
Customersupportis apartnership.
It’snot“here’sa questionand
here’sananswer”.
It’saboutbuildingarelationship
andmakingcustomerssuccessful.
29. Confidential and Proprietary Information. Do not distribute beyond intended audience.
98%Customer
Satisfaction
29
Happy Customers
30. Confidential and Proprietary Information. Do not distribute beyond intended audience.
30
ZuoraTip:
Driving Success With C-Sat
1
2
3
Goodrating:agent,team,manager,
andseniormanagementnotified
Badrating:agent,seniorstaff,and
managernotified
Macro:forcustomerstore-
evaluatetheirsatisfaction rating
31. Confidential and Proprietary Information. Do not distribute beyond intended audience.
1
2
3
Be ready for your customers
wherever they are
Customer success is a
company-wide effort
Customer happiness is our
business
31
Summary:TheRoad To
Customer Partnerships
Businesses can subscribe to anything these days. Like Google Apps, Zendesk, Salesforce, Concur, etc.
Today’s consumers can also subscribe to many things, like make-up samples with Birchbox, Pandora, Zipcar, even shaving razors with Dollar Shave Club.
A subscription business is all about the customer relationship.
That’s what our team at Zuora does. It’s much more than simply responding to questions. We create relationships and partnerships with our customers.
When our team set out to do our job, we needed a goal. So this our team’s mission: 100% customer satisfaction. We don’t want ANY bad satisfaction rating. This is a big, seamingly impossible task, so how do we get there?
In the world of customer support, there’s a lot we can do. So we had to focus on the best interests of our own customers and our team, and set priorities based on that.
To create partnerships with our customers, we focused on these 3 things:
Need to be able to talk to them. Whatever communication channel they’re on. Or wherever in the world.
To support these customers, our entire company has to work together. Not just the responsibility of the support team.
And to be successful, we have to believe in what we’re doing. So we need to have a strong, shared vision that focuses on our customers.
So STEP 1: Open communication channels with customers
You have to start from the ground up. For us that meant: 1) giving customers a place for support, 2) open communication through different channels, we have to be able to talk 1:1 wherever the customers are, 3) communication and support at any time, 4) reporting; you have to know what’s going on in order to improve
We wanted to give our customers a single support destination where they can find lots of useful knowledge and information AND be able to see their current ticket activity and history. Giving customers the ability to find answers to their own questions is the best way for everyone. The customers will find their answers faster, and it saves our team time.
BUT we have to make this easy for our customers to find. So we surface our knowledge base, FAQs, and community discussions EVERYWHERE. And one of the best places for that is in our product. At the top navigation within the Zuora product, you can click Support and pops up a How Can We Help You dialogue box.
Another place where we also surface these great articles is during the ticket submission process. We use Zendesk’s topic suggestion feature to help with this. As soon as a customer types in a subject, they’ll automatically see a list of related topics.
But no matter how great our self-service content is, our customers sometimes will need to reach our team. We want to make this easy for them, so our customers can contact us via our website, product, email, chat, phone, or Twitter.
To be able to support our customers across all these channels, we have to operate as a global team. We offer international numbers with Zendesk Voice and we have support agents that speak the same languages as our customers.
Operating as a global team, we have to provide 24/7 coverage. We do that by structuring our support team to cover all time zones.
The final piece to our foundation is measurement…we need visibility into what we’re doing through reporting and analytics that report on things that matter to us and our business.
Some of the things we track in Zendesk are things like response times, ticket volume, customer satisfaction, and even how effective our self-service content is with a forum:ticket ratio. Also, Zendesk provides benchmark metrics which are the average stats of companies that are similar to us. So we can compare against our peers and see how we’re doing.
We also create many custom reports in GoodData, Zendesk’s Advanced Analytics, so I can slice and dice data the way I want it. For example, I need to look at ticket trends over several years by month.
We also create many custom reports in GoodData, Zendesk’s Advanced Analytics, so I can slice and dice data the way I want it. For example, I need to look at ticket trends over several years by month.
Now that we’ve built our foundation and opened lots of communication channels with our customers. The next step is for us to work together as a company to make them successful. In order to do that, we need to be able to work together easily. But the problem is all our teams have their favorite tools—support and services uses Zendesk, sales uses Salesforce, and product uses JIRA. So we have to get all these systems to talk to each other in order for the teams to be united.
How we got sales and support to talk is with the Zendesk for Salesforce integration. This is really important for us because support and sales are at the frontlines working with customers every day. So in Zendesk, our support teams have all the customer information they need form Salesforce—both from the app right next to a live ticket and even more details on the customer profile.
In Salesforce where our sales folks live, they have access to complete Zendesk tickets include comments and all conversations. They don’t need a Zendesk account to access. And if they did, they can create, update, edit tickets.
To connect with other teams like Zuora University and Tech Ops who also live in Zendesk, we use the hub and spoke model in Zendesk.
The final step and probably one of the most important ones is around creating a customer-focused company. With all the tools and processes in place, it’s still not going to work if we don’t have the right mindset. This here is my philosophy. But how do I get my team to believe in this too?
We motivate our team through our customer satisfaction. If we look at our current customer satisfaction, we’re doing pretty well. 98%. But we’re not satisfied, because we still have 2% not happy.
We use Zendesk’s built-in customer satisfaction rating to help drive customer success—along with a notification system and macros.