Zendesk Feature Demo

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A high-level look at Zendesk—our company and our product.

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Zendesk Feature Demo

  1. 1. ZENDESK OVERVIEWUPDATED: MAY 2013
  2. 2. 2OUR MISSIONOur mission at Zendesk is to help ourcustomers deliver exceptional customerservice to their customers
  3. 3. 3This is how it started…
  4. 4. 4MILESTONES
  5. 5. 5THIS IS ZENDESK TODAY• Headquartered in San Francisco• 300+ employees worldwide• 24/7/365 customer support
  6. 6. HISTORY OF INNOVATION62010 2011 2012Native applaunches foriPhone,Android andBlackberryLive chatZendesk forenterpriseIntegrationwithSugarCRMNetworkedHelpDesk.orgDefinitivebusinessmetric ofcustomersatisfactionDefinition ofbenchmarkmetricsThe newZendesk agentinterfaceZendesk forFacebookMobilecustomerportalIntegrationswithMicrosoftDynamicsCRMandScreenrIntegrations withTwitter andGoodDataFirst helpdesk app forthe iPadZendesk Voiceand forumanalyticsMulti-languageroll-outUpdated releaseof SalesforceCRM integrationNative applaunches forWindowsPhone andKindle FireSelf-servicefeaturesincluding searchanalytics, ticketdeflection/topicsuggestion, andsearchimprovements
  7. 7. 7OUR MANAGEMENT
  8. 8. CUSTOMERPROFILE
  9. 9. CUSTOMER GROWTH
  10. 10. 10CUSTOMER ROSTER30,000+ companies trust Zendesk to serve over200 million end customers
  11. 11. 11OUR CUSTOMERS’ ACHIEVEMENTSGroupon has supported over 17.3 million tickets worldwide.Customers such as Box have saved up to 3X the cost of implementingand managing their previous support platforms.For Disney, the knowledge base is a great way for their product teamto communicate with agents, and their agents love the internal FAQbecause they do a quick search for info when on customer calls.Zuora delivers multi-channel support—email, Web, chat, feedback tab,Twitter, and Voice for global phone support; their customer satisfactionis at 98%, well beyond the industry benchmark.Uncommon Goods reduced ticket volume by 65% after implementingZendesk and the self-service forums and knowledge base.
  12. 12. 12INTERESTING CUSTOMER STORIESA new approach tocustomer serviceMTV is launching a newdigital platform calledArtists.MTV, who is usingZendesk to launch a newproduct, educate theircustomers, and supportthem throughout the wholeprocess.Read more atwww.zendesk.com/why-zendesk/customer/artists-mtvCreate a luxuryservice experienceMaking the change toZendesk was a hard sell intotheir executive team. ButZendesk quickly woneveryone over with itscustom workflows, powerfulself-service features, androbust integrations.Read more atwww.zendesk.com/why-zendesk/customer/gilt-groupeWhat a differencea simple webinterface makesPreviously, Box was using abig, clunky customer supportplatform. With Zendesk, Boxwas able save each of theiragents 20-30 seconds perticket and raise customersatisfaction by 20%.Read more atwww.zendesk.com/why-zendesk/customer/box
  13. 13. 13WHAT OUR CUSTOMERS ARE SAYING―Zendesk is the perfect fit for usbecause of its ease of set up andself-service. We love the simple wayto track customer feedback andescalate tickets to other agents. It’ssuch a scalable product.‖
  14. 14. 14WHAT OUR CUSTOMERS ARE SAYING―The transparency of the system isgreat. Zendesk is a very flexibletechnology and it has all the rightelements.‖
  15. 15. 15WHAT OUR CUSTOMERS ARE SAYING―We chose Zendesk because of it’score foundation of the company andits product trajectory. What won usover was Zendesk’s customerservice philosophy and productvision–innovating in areas thathaven’t been done in themarketplace.‖
  16. 16. 16WHAT OUR CUSTOMERS ARE SAYING―Zendesk helps us extend thesupport experience for all ourpinners, no matter how they’reaccessing Pinterest–on any device.‖
  17. 17. PRODUCT OVERVIEW:ZENDESK IS BUILTFOR CUSTOMERS
  18. 18. 18EASY SELF-SERVICE OPTIONSEasy self-serviceoptions that surfaceinfo from yourknowledge baseand communityforumsCustom-brandedand well-organizedhelp center withFAQsExit paths to reachsupport acrossmany channels
  19. 19. 19SMART TICKET DEFLECTIONDeflect tickets byautomaticallysuggesting relatedtopics for self-servicebased on ticketsubject
  20. 20. 20MULTI-CHANNEL SUPPORTWhen customers cannot find the self-service they’relooking for, they can reach support in many waysFacebookEmailTwitterWeb feedbackWeb portalLive chatVoice (phone)
  21. 21. 21SUPPORT IN ANY LANGUAGEZendesk supports 40+ languages and boasts alocalized agent interface in 11 languages
  22. 22. PRODUCT OVERVIEW:ZENDESK IS BUILTFOR AGENTS
  23. 23. 23A BEAUTIFULLY SIMPLE AGENT INTERFACECustom viewsto helporganize yourticketsTabs for multipleviews all in oneinterface
  24. 24. 24AUTOMATED TOOLS BUILT INEasily turn commontickets into knowledgebase articlesChoose tocommunicateexternally or keepyour conversationsprivateCreate and usemacros, pre-definedresponses, to speedup replies
  25. 25. 25EVERYTHING IN A SINGLE VIEWLaunch apps right inyour interface foraccess to CRM data,time tracking andother business appsAccess customer datawhile working on aticketStart a live search tofind info in the agentknowledge base
  26. 26. 26INTEGRATIONS FOR YOUR ZENDESK100+apps/integrationsand an open APIhelp bring yourpreferred businessapplications intoZendesk, so yourentire organizationis connected
  27. 27. 27COLLABORATE WITH ANYONE ON ZENDESKCollaborate withexternal partners,like Roku, bysharing relevanttickets so theycan weigh in withtheir expertise
  28. 28. 28MULTIPLE BRANDED ZENDESKSLink multiple branded Zendesks to a central Zendesk hubto maintain seamless brand experience andcommunicationHubSpoke SpokeSpoke SpokeSpoke tickets arerouted to the hubwhere the agents are,and all outboundcommunication goesback out through thebranded spoke
  29. 29. 29WORK ANYWHERE, ANYTIMEFull agent capabilities are available on-the-go with nativeapps for iPad, iPhone, Android, Windows Phone,BlackBerry, and Kindle Fire
  30. 30. PRODUCT OVERVIEW:ZENDESK IS BUILTFOR MANAGERS
  31. 31. 31REPORTING THAT’S MEANINGFULTrack data that mattersto your team andorganization, likeresolution times andticket volume bychannelForum and searchanalytics so you knowwhat your customersare looking for andhow effective is yourself-service content
  32. 32. 32MEASURE CUSTOMER SATISFACTIONZendesk’s customersatisfaction surveyscapture customerfeedback in one click
  33. 33. 33BENCHMARK AGAINST YOUR PEERSCompare yourself toyour peers with keycustomer servicemetrics, likesatisfaction rating, firstresponse time andticket volume
  34. 34. 34

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