integrating voice into today's customer service

INTEGRATING VOICE INTO TODAY’S CUSTOMER SERVICE10.17.12

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Sam BooninVP Product Engagement

sam@zendesk.com

Beautifully Simple to evaluate, to buy, to use

Twilio customer, partner, fanboy

Interaction DesignUXAnalytics

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= Yesterday, right?3

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We only care about the cool channels

4

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WHOA, NOT SO FAST THERE

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I still want to talk to someone.

6

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SO HOW DOES VOICE STACK UP AS A CUSTOMER

SUPPORT CHANNEL?

8

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BUT FIRST, LET’S MEETZENDESK

9

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WE SELLCUSTOMERSUPPORT

SOFTWARE10

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Text

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20,000COMPANIES

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100MILLIONEND-CUSTOMERS

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500MILLIONINTERACTIONS

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?28

BEAUTIFULLY SIMPLE

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Zendesk Voice

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Zendesk Voice

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Zendesk Voice

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Zendesk Voice

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1,695ZENDESK ACCOUNTSUSING VOICE

20,000HOURS: TOTAL CALLDURATION

64COUNTRIES

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Zendesk Voice Around the World

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Zendesk Voice Across Europe

13 “supported”countries

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Adoption

37

Voice was introduced in August 2011, since tickets submitted via Voice has become a major new channel for Zendesk customers.

68,727

29,801

54,458

43,519

Aug 2011

Sep 2011

Oct 2011

Nov 2011

Dec 2011

Jan 2012

Feb 2012

Mar 2012

Apr 2012

May 2012

Jun 2012

Jul 2

012

Aug 2012

via Twitter via Chat via Facebook via Voice

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Customer Satisfaction

38

93% 89%

83% 79%

62%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

voice chat twitter mail facebook

Cust

omer

Sat

isfa

ctio

n

Channel

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Total Response Time

39

36

17

65

140

80

voice chat twitter mail facebook

Firs

t Res

pons

e Ti

me

(hou

rs)

Channel

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% One Touch Tickets

40

93.5%

97.1%

92.8%

85.6%

90.6%

voice chat twitter mail facebook

% O

ne T

ocuh

Tic

kets

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Plan with Voice Active

1

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WHO IS USING ZENDESK VOICE

42

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““Without Zendesk Voice, we would have missed at least half an hour's worth of calls - which would have

been catastrophic for us.”

”

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CONCLUSIONS

49

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COMPANIES LIKE TALKING TO THEIR CUSTOMERS

50

CUSTOMERS LIKE TALKING TO COMPANIES

VOICE = HAPPY CUSTOMERS

IF YOU MAKE IT BEAUTIFULLY SIMPLE THEY WILL COME

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SIGN UP FOR ZENDESK TODAY!

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THANKS

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12.23.12