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Taking customer satisfaction to the next level with real time support (ft. Earnin)

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We live in a world where real-time communication is the norm; not the exception. Consumers expect businesses to be available 24/7, and they want their interactions to be familiar, convenient, and secure. That’s where the live chat channel can help. Join Polomi Batra (Zendesk), and Ramon Icasiano (Earnin) as they dive into best practices for building and implementing valuable customer-centric experiences with Zendesk Chat.

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Taking customer satisfaction to the next level with real time support (ft. Earnin)

  1. 1. TRACK 1B NOW Taking customer satisfaction to the next level with real-time support
  2. 2. TRA C K 1B Taking customer satisfaction to the next level with real-time support VP Customer Experience 
 Earnin Product Marketing
 Zendesk Chat RAMON ICASIANO POLOMI BATRA
  3. 3. Why chat? Agenda Chat at Zendesk Let’s talk some best practices Customer Spotlight: Earnin a high CSAT with Chat
  4. 4. Customers like to be supported in real-time
  5. 5. Benefits of real-time support Instant responses Boost conversions Increase efficiency
  6. 6. Chat increases engagement & efficiency SOURCE: FORRESTER TOTAL ECONOMIC IMPACT STUDY +20% +25% Boost in overall customer interactions after adding live chat Increase in overall efficiency after adding live chat
  7. 7. A fast and responsive way 
 to connect with customers in 
 real time
  8. 8. The Zendesk 
 omnichannel solution
  9. 9. Embedded, contextual self- service on product pages
  10. 10. Embedded, contextual 
 self-service on high-value product pages
  11. 11. Proactive chat on high-value conversion pages
  12. 12. 16% Increase in average order value 95% Customer satisfaction score 18x Increase in conversion rate
  13. 13. Let’s talk some
 best practices
  14. 14. Align your 
 business goals Determine 
 staffing Customize the 
 experience 1 2 3
  15. 15. Align business goals Improving customer satisfaction Increasing sales and revenue Reducing support costs
  16. 16. Determine staffing Dedicated or shared agent model Tracking peak hours and seasons Simultaneous chats per agent
  17. 17. Customize the experience Web & Mobile SDKs 3rd party app marketplace Chat Conversations API
  18. 18. TRA C K 1B RAMON ICASIANO VP Customer Experience 
 Earnin Taking customer satisfaction to the next level with real-time support
  19. 19. You worked today. Get paid today.
  20. 20. 4 out of 5 Americans live paycheck to paycheck
  21. 21. Pay Cycles 
 in the US $34B 61% Americans pay in 
 overdraft fees Americans don’t have enough savings to cover a $1000 emergency
  22. 22. Large image with border
  23. 23. Go to work
 1 2 3 Send money 
 to your bank Pay what you 
 think is fair
  24. 24. How Earnin benefits its community 75% Say Earnin has helped reduce unplanned absences More motivated at work knowing 
 they can get paid before payday Say Earnin has helped pay bills on time No fees, no interest 87% 95% 100%
  25. 25. Money is emotional. • Speed • Make it easy • One-touch resolution
  26. 26. Zendesk Chat + Earnin • Mobile-first application • Provides support before and after signing up • Using alongside Zendesk Support • Customized based on our unique business needs with Stella Connect.io, Leanplum 
 and Ada
  27. 27. Large image with border Increased Agent productivity
 95% Customer satisfaction score <8 mins Resolution time 
 with Chat
  28. 28. Next steps: Automation at Scale
  29. 29. Want to see Zendesk Chat in action? Come over to one of our demo booth stations
  30. 30. #zendeskrelate @zendesk 1B TRACK Thank you

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