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Your boarding pass to global support (ft. Uber)


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When your company goes global, support organizations have to meet customers where they are, no matter what time zone or language. Katherine Kelly (Zendesk) and Pierre Lazarus (Uber) discuss how to manage a global support program—including using processes and tools that scale, offering global support while addressing regional needs, calibrating your data, and quickly adapting to emerging requirements, like GDPR. If you have plans to go international, this session is not to be missed.

Published in: Technology
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Your boarding pass to global support (ft. Uber)

  1. 1. NOW Your boarding pass to global support 5A TRACK
  2. 2. TRA C K 5A Your boarding pass to global support Global External Tools Manager
 Uber Senior Director, Product Marketing Zendesk PIERRE LAZARUS KATHERINE KELLY
  3. 3. How do you keep
 your customers happy
 when you don’t even
 speak their language?
  4. 4. “Zendesk’s ability to grow with Uber as we launched cities, scaled products, and built our support organization has been key to our customer service success story.” 450 cities 70 countries 30,000 chats per week 10+ languages <30 secs FRT SLA
  5. 5. Where in the world can you find an Uber?
  6. 6. Customer experience must keep pace with growth Channels Data Localization
  7. 7. Source: Twilio’s Global Mobile Messaging Consumer Report 2016 Channel preference varies by country South Korea India Singapore US UK Japan Germany Messaging Email Telephone Face to Face Web Live Chat Other Mail
  8. 8. Customer CSAT score by country New Zealand 95.7% Happiest Panama 95.2% 95.1% Latvia 95.1% United States 94.7% Philippines 79.7% Turkey 74.3% Saudi Arabia 73.2% India 72.6% Peru 66.2% Finland Least Happy Define what success looks like globally Source: Zendesk Benchmark Survey
  9. 9. Localize content for language and cultural differences Knowledgebase and CRM Saved replies and automations Regional SLAs
  10. 10. Key Takeaways Apply best practices 
 to new markets Build on prior wins Localize your approach Think long-term to
 avoid restructuring
  11. 11. #zendeskrelate @zendesk 5A TRACK Thank you