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Magnolia helps debunk the omnichannel myths (ft. Magnolia)

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Omnichannel is not a buzzword. It’s a real thing. And Magnolia—HGTV’s Fixer Upper, Chip and Joanna Gaines, “The Silos”—should know. Mark Bloom (Zendesk), Dave Dyson (Zendesk), and Sam Goff (Magnolia) break down the five biggest myths about omnichannel and prove that the “o-word” isn’t just a fairytale.

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Magnolia helps debunk the omnichannel myths (ft. Magnolia)

  1. 1. TRACK 2A NOW Magnolia helps debunk the omnichannel myths
  2. 2. TRA C K 2A Magnolia helps debunk the omnichannel myths Senior Customer Service Evangelist Zendesk Guest Services Director Magnolia DAVE DYSON SAM GOFF
  3. 3. Five surprising things about omnichannel 01 Omnichannel is here to stay 02 Service does not need silos 03 More channels = more opportunities to engage 04 Omnichannel analytics empower your business 05 Omnichannel transformation is easier than you think
  4. 4. Omnichannel is 
 here to stay
  5. 5. US online adults that have used any customer service method in the past 12 months SOURCES: FORRESTER NAVIGATE THE FUTURE OF CUSTOMER SERVICE 2013 & CUSTOMER SERVICE TRENDS: OPERATIONS BECOME SMARTER AND MORE STRATEGIC 2017 Voice FAQs Emails Chat Forums Social 67% 64% 60% 46% 39% 32% 73% 57% 56% 30% 23% 11% 2009 2017
  6. 6. “Customers want to use a breadth of communication channels... [they] want to move between channels without having to repeat their situation every time” FORRESTER RESEARCH, TRENDS 2016 THE FUTURE OF CUSTOMER SERVICE of customers think brands need to put more effort into providing a seamless customer service experience 87%
  7. 7. Service does 
 not need silos
  8. 8. Should contact channels operate in silos?
  9. 9. Omnichannel integrates channels for better customer, agent, & admin experiences Customer Seamless conversations Admin Single source of truth Rapid time to value Agent Full customer context Unified interface
  10. 10. More channels = 
 more opportunities 
 to engage
  11. 11. Doesn’t more channels = more problems = more complexity? In-app 
 experience Proactive
 SMS Chat Self- service Phone Social Email with 
 confirmation & CSAT Messaging
  12. 12. Omnichannel = easier In-app 
 experience Proactive
 SMS Chat Self- service Phone Social Email with 
 confirmation & CSAT Messaging Easier • Transfers • Searches • Metrics • More Context
  13. 13. Omnichannel 
 analytics empower 
 your business
  14. 14. Omnichannel transformation is 
 easier than you think
  15. 15. 96% CSAT 190K+ Tickets created 89% One touch resolution 1.6 mil Silos visitors
  16. 16. Even non-live channels improve
 significantly with omnichannel Omnichannel companies 
 see an improvement on 
 non-live channels Replies 13% First reply time First resolution time Requester wait time 16% 31% 39% Response improvement % improvement in key metrics
  17. 17. The Zendesk Suite Everything you 
 need for frictionless omnichannel support wrapped up in one beautiful package
  18. 18. Five Surprising Thing about Omnichannel 01 Omnichannel is here to stay 02 Service does not need silos 03 More channels = more opportunities to engage 04 Omnichannel analytics empower your business 05 Omnichannel transformation is easier than you think
  19. 19. #zendeskrelate @zendesk 2A TRACK Thank you

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