“It’s all about the experience” · “It’s all about the experience” Creating an Engaging...

“It’s all about the experience” Creating an Engaging Customer Experience Resources and Guidelines

www.zendesk.com

EMPLOYEES

2,200+YEARLY INTERACTIONS

PROCESSED

1.3 BillionCOUNTRIES WE DO BUSINESS IN

160+

HEADQUARTERS

San Francisco

PAID CUSTOMERS

125,000VOLUNTEER HOURS/YEAR

10,000+

GLOBAL OFFICES

16

FOUNDED

2007

Buyof consumers are likely to defect to

another brand as a result of poor

customer service

Source: The Northridge Group

81%

Customer Experience is becoming as important as your product/service

The future is already here— it’s just not evenly distributed

William Gibson

Minding the Expectations Gap

A brave new world

Trends Driving Retail CX in 2018

Mobile / Omnichannel

Becoming Conversational

Data & Insights

Omnichannel versus Multichannel

Having the channels open is NOT enough...

Omnichannel Multichannel

Seamless Experience Disjointed

Customization of Channel Standard

Dynamic Static

Trends

*Source mindshare- future of retail.

Telcom Global CX Trends & Challenges 2018

*Source Customer Experience Management Telcom Global Benchmarking Report 2018

Digital transformation is driving change

VOICE FAQs EMAIL CHAT FORUMS

SOCIAL

67%

64%

60%

46%39%

32%

2009 US online adults that have used any customer service method in the past 12 months

73%

57%56%

30%

23%

11%

Sources:Forrester 2013& 2017 reports.

2017

*Source Gartner 2018Q. Have you done the following with ?

The Young and Wealthy Use Digital services

To Bot or Not to Bot?

There is still a place for people

People impact experience

“Zendesk is such an easy tool for agents to work with.

It’s really been developed for

them—it’s fluid, it’s simple

where it needs to be, and it’s

powerful when it needs to be.”

Tom BrownC ustom er Service O perations

M anager20%Customer

Growth/Month

50Agents

90%CSAT

30kTickets/Month

Omnichannel integrates for better experience

CUSTOMER

Seamless conversations

AGENT

Full customer contextUnified Interface

Flexible

Access alone does not build a relationship

Conversational

Effortless

Contextual

Seamless

ADMIN / REPORTS

Single source of truthRapid time to value

+

Innovate at the intersection of engagement and operations

Source: Feb 8 , 20 17 “U nderstand The D ig ita l B usiness Landscape” Forrester report.

ACQUISITIONHow do your customers first hear about you?

PURCHASEWhat do your customers try and buy?

FEEDBACKWhat do your customers love or hate?

CHURNWhy and when do your

customers leave?

RETENTIONDo your customers

come back for more?

SUPPORTWhere do your

customers need help?

Customer Analytics?

“Zendesk’s Professional Services team was the real

driver for our successful, on-

time rollout of Zendesk.”

Orando Gadea Ros

B usiness Innovation M anager

90%CSAT

10,000Tickets/Month

500%YoY Sales increase on

Black Friday after Widget implementation

3Weeks to Implement

CX Laggards CX Leaders

Source: Forrester

Forrester report - January 2017

Customer Satisfaction (CX) Drives Revenue

26

Self-service and digital interactions

Automated conversations

Innovative labour models

Robotic process automation

Customer Journey analytics

Prescriptive advice

IoT insights

Visual engagement

Agent empowerment

Evolve

Smaller

Smarter

Strategic

Traditional contact models become:

Forrester’s How to Deliver Better Customer Service This Year – Kate Leggett

Inspire a Customer Centric Culture

Empower

Build the right team and culture

Invest in team development

Ensure a human designed Metric

Engage with better insights into your customer :

A holistic view of the customer

experience

Ability to drive a customer-focused

strategy

Ways to demonstrate

revenue impact of support

www.zendesk.com

makoh@zendesk.com

https://www.linkedin.com/in/malcolm-koh-01/