integrating voice into today's customer service

INTEGRATING VOICE INTO TODAY’S CUSTOMER SERVICE10.17.12

© 2012 Copyright Zendesk Inc - Strictly Confidential 2

Sam BooninVP Product Engagement

[email protected]

Beautifully Simple to evaluate, to buy, to use

Twilio customer, partner, fanboy

Interaction DesignUXAnalytics

mailto:[email protected]

mailto:[email protected]

© 2012 Copyright Zendesk Inc - Strictly Confidential

= Yesterday, right?3


We only care about the cool channels

4


WHOA, NOT SO FAST THERE


I still want to talk to someone.

6


SO HOW DOES VOICE STACK UP AS A CUSTOMER

SUPPORT CHANNEL?

8


BUT FIRST, LET’S MEETZENDESK

9


WE SELLCUSTOMERSUPPORT

SOFTWARE10


Text


20,000COMPANIES


100MILLIONEND-CUSTOMERS


500MILLIONINTERACTIONS


?28

BEAUTIFULLY SIMPLE


Zendesk Voice

30


Zendesk Voice

31


Zendesk Voice

33


Zendesk Voice

34

1,695ZENDESK ACCOUNTSUSING VOICE

20,000HOURS: TOTAL CALLDURATION

64COUNTRIES


Zendesk Voice Around the World

35


Zendesk Voice Across Europe

13 “supported”countries


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


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


Total Response Time

39

36

17

65

140

80


Firs

t Res

pons

e Ti

me

(hou

rs)

Channel


% One Touch Tickets

40

93.5%

97.1%

92.8%

85.6%

90.6%


% O

ne T

ocuh

Tic

kets


Plan with Voice Active

1


WHO IS USING ZENDESK VOICE

42

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

been catastrophic for us.”

”


CONCLUSIONS

49


COMPANIES LIKE TALKING TO THEIR CUSTOMERS

50

CUSTOMERS LIKE TALKING TO COMPANIES

VOICE = HAPPY CUSTOMERS

IF YOU MAKE IT BEAUTIFULLY SIMPLE THEY WILL COME


SIGN UP FOR ZENDESK TODAY!


THANKS

52

12.23.12

integrating voice into today's customer service

Technology

2012 copyright

zendesk voice

companies