Zendesk, Totango, and Marketo at Work               Jeff Wiss, Vice President, Demand Generation               May 24, 201...
Page 2   #mus12   © 2012 Marketo, Inc.
Zendesk delivers at global scale   •137 countries                     •100,000,000 service   •15,000+ customers           ...
Customers  ©CO PYRIG HT ZENDESK INC 2012     ST RICT LYPage 4                            CO NFIDENT IAL                   ...
What They Tell UsPage 5                   #mus12   © 2012 Marketo, Inc.
What We Could See: Pre-TotangoPage 6                #mus12         © 2012 Marketo, Inc.
Getting Smarter With Totango and SlicePage 7                   #mus12              © 2012 Marketo, Inc.
Not Creating Tickets?Page 8                  #mus12   © 2012 Marketo, Inc.
Not Adding Agents?Page 9                   #mus12   © 2012 Marketo, Inc.
Not Customizing Their Zendesk?Page 10               #mus12         © 2012 Marketo, Inc.
Road Show CampaignPage 11              #mus12   © 2012 Marketo, Inc.
Charitable Contribution CampaignPage 12               #mus12           © 2012 Marketo, Inc.
Customer Loyalty CampaignPage 13              #mus12     © 2012 Marketo, Inc.
Great Results    • Increased trial engagement by 100%    • Increased trial conversion by 30%    • Increased Net Promoter S...
Thank You!© 2012 Marketo, Inc. Marketo Proprietary and Confidential
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Zendesk Presentation at Marketo Summit_2012

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  • -Over the past few years, our company, product and customer base have grown at a tremendous rate. The company has expanded its headquarters in San Francisco, and built offices and amazing teams in Europe and Asia. The product continues to evolve at a rapid pace, in the past 6 months alone we’ve added phone support through Zendesk voice, integration with Facebook, rounded out our suite of mobile solutions to cover every major device/platform, added new multi-language capabilities, new analytics, and much more.Most exciting to us is that we have been fortunate enough to acquire well over 15,000 customers…companies of all shapes, sizes, industries, and geographies. Those companies in turn use Zendesk to serve over 68 million users in over 140 countries. Our platform has supported over a BILLION customer service interactions in our short history.This volume puts us in a unique place to observe and learn what is going on in the world of support ---- external customer support and IT helpdesk support- Today’s event is about sharing those findings. The goal we have for today is not one of selling a bunch of Zendesks…..
  • If you are a business and you have customers…..you need Zendesk!
  • Slice from PartyOn Data24 step algorithMostsignifcant weighting is from Totango dataSlice score over 40 has a 50% chance of closing.
  • How Totango and Marketo work together. If Totango Ticket Number is less than or equal to 1, send the email ”Test Ticket”
  • If Totango Agent Number is less than or equal to 2, send the email ”Add more team members" 
  • If Totango Insights hadn't tracked the rebranding of somebody's Zendesk, send the email ”Brand your Zendesk"
  • Net Promoter Score is a management tool to gauge the LOYALty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research
  • Zendesk Presentation at Marketo Summit_2012

    1. 1. Zendesk, Totango, and Marketo at Work Jeff Wiss, Vice President, Demand Generation May 24, 2012© 2012Page 1 Marketo, Inc. Marketo Proprietary and Confidential #mus12 © 2012 Marketo, Inc.
    2. 2. Page 2 #mus12 © 2012 Marketo, Inc.
    3. 3. Zendesk delivers at global scale •137 countries •100,000,000 service •15,000+ customers interactions/year •65,000,000 served customers •1,000,000,000 total interactions ©CO PYRIG HT ZENDESK INC 2012Page 3 #mus12 © 2012 Marketo, Inc.
    4. 4. Customers ©CO PYRIG HT ZENDESK INC 2012 ST RICT LYPage 4 CO NFIDENT IAL #mus12 4 © 2012 Marketo, Inc.
    5. 5. What They Tell UsPage 5 #mus12 © 2012 Marketo, Inc.
    6. 6. What We Could See: Pre-TotangoPage 6 #mus12 © 2012 Marketo, Inc.
    7. 7. Getting Smarter With Totango and SlicePage 7 #mus12 © 2012 Marketo, Inc.
    8. 8. Not Creating Tickets?Page 8 #mus12 © 2012 Marketo, Inc.
    9. 9. Not Adding Agents?Page 9 #mus12 © 2012 Marketo, Inc.
    10. 10. Not Customizing Their Zendesk?Page 10 #mus12 © 2012 Marketo, Inc.
    11. 11. Road Show CampaignPage 11 #mus12 © 2012 Marketo, Inc.
    12. 12. Charitable Contribution CampaignPage 12 #mus12 © 2012 Marketo, Inc.
    13. 13. Customer Loyalty CampaignPage 13 #mus12 © 2012 Marketo, Inc.
    14. 14. Great Results • Increased trial engagement by 100% • Increased trial conversion by 30% • Increased Net Promoter Score by 64%Page 14 #mus12 © 2012 Marketo, Inc.
    15. 15. Thank You!© 2012 Marketo, Inc. Marketo Proprietary and Confidential

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