how zendesk uses data to make customers happier

How Zendesk uses data to make customers happier

© 2012 Copyright Zendesk Inc - Strictly Confidential 2

Sam BooninVP Products

sam@zendesk.com

Making Zendesk Beautifully Simple to evaluate, buy, use & grow

Product ManagementAnalyticsUX + Interaction Design

WHY WE STARTED ZENDESK

Customer service trendscloud-basedconsumerizationpay as you govoice of the customersubscription economymobile

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The Zendesk Platform

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Company Highlights

CUSTOMERS

30k+OTHER STATS

450+EMPLOYEES FOUNDED

2007ORIGIN

DenmarkHQ

San Francisco

SAN FRANCISCO

LONDON

COPENHAGEN

MELBOURNE

DUBLIN

TOKYO

MADISON

MANILA

BUENOS AIRES

OFFICES

200m end-users 500m customer interactions 140+ countries

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© 2012 Copyright Zendesk Inc - Strictly Confidential

Data

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© 2012 Copyright Zendesk Inc - Strictly Confidential

OUR SUPERPOWER

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35KZENDESK CUSTOMERS

24 MILLIONTICKETS PER MONTH

200M+END

USERS

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OUR SUPERPOWER

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1UNIFIED

DATA SET

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OUR SUPERPOWER

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• Ticket• Agent• Forum View• Reply Time• Customer Satisfaction Rating• Net Promoter Score

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3 Ways We Leverage our Superpower

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1. Provide Better Customer Support

2. Build Better Products

3. Educate our Customers

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Provide better support

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Support is a part of the customer experience

Tickets Through Account Lifecycle

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

10000

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Tota

l Num

ber

of T

icke

ts R

ecei

ved

Number of Months After Trial Began

Frequency of Tickets by Month Based on tickets logged by customers who began trials on January 1, 2011 through November 5, 2012

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Tracking our performance on key metrics

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Benchmarking our performance against similar help desks

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Proactive support for at-risk customers

“The ability to see at-risk customers is invaluable when managing 200+ accounts." -Erin Kennedy, CAM

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Proactive tickets

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Build better products

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Support data tells the product team what to fix

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A bird’s eye view of feature adoption

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A closer look at adoption patterns

36STRICTLY CONFIDENTIAL

show product video....

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Educate customers

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Zendesk benchmark - just the basics

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Zendesk benchmark - diving deeper into performance metrics

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Zendesk customers benchmarked by tenure, feature use, and more

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The Zendesk Benchmark

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The future...

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Satisfaction Prediction App

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Send ticket metrics and text to Google Prediction API

Load predicted satisfaction rating back into Zendesk

Send new satisfaction rating to model for retraining

A

B

A

B

Ticket is received or updated by Zendesk

New satisfaction rating is received

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Statisfaction: an app that predicts satisfaction

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Agent learning curve

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TICKET FLOW VISUALIZATION

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Show the correlation between great customer service and better business outcomes

Higher Customer Lifetime Value

Reduced Churn

Happier Customers

© 2012 Copyright Zendesk Inc - Strictly Confidential

Lessons Learned

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You go to war with the data you have, not the data you want.

“Democratizeyour data.”

Socrates

Culture of experimentation

12.23.12

Thanks!