Click to edit Master title style Click to edit Master text styles

HAPPY CUSTOMERS = GOOD BUSINESS

This presentation is brought to you by…

WE MAKE CUSTOMER SERVICE SOFTWARE

Easy To Try, Buy,

Implement, & Use

Easy-to-Use Analytics and Benchmarking

Multi-Channel Customer Interaction

WE’RE GLOBAL

• 20,000+ customers

• 140+ countries

• 100,000,000+ customers served

• 100,000,000+ service interactions per year

• 1,000,000,000+ total interactions

ZENDESK MEETS E-COMMERCE

and about 3,500 small e-commerce businesses

and about 600 Magento customers

“CLICK TO ADD” SUPPORT CHANNELS

CUSTOMER SERVICE WHERE YOU “LIVE”

A COMPLETE VIEW OF THE CUSTOMER

Multi-channel interactions:

Customer engagement wherever

the customers are

A united business:

The lines between

sales/support/marketing are

blurring

MEASURING CUSTOMER SATISFACTION

WHY MEASURE CUSTOMER SAT

WHY MEASURE CUSTOMER SAT

Your customers will respond if you ask them

WHY MEASURE CUSTOMER SAT

You can brag about it (if it’s good)

WHY MEASURE CUSTOMER SAT

You can identify happy

customers…

…and market to them.

HOW TO MEASURE CUSTOMER SAT

Ask for feedback every time.

And keep it simple.

HOW TO MEASURE CUSTOMER SAT

Ask for feedback

regularly.

GEEKING OUT IS EASY!

INVESTING IN CUSTOMER SATISFACTION

WHY INVEST IN CUSTOMER SAT

*Source: White House Office of Consumer Affairs

On average, loyal customers are

worth up to 10 times as much as

their first purchase.

WHY INVEST IN CUSTOMER SAT

90% *Source: Customer Experience Impact Report by Harris Interactive/RightNow

Almost 9 out of 10 U.S.

consumers say they would pay

more to ensure a superior

customer experience.

WHY INVEST IN CUSTOMER SAT

*Source: White House Office of Consumer Affairs

News of bad customer

service reaches more

than twice as many ears

as praise for a good

service experience.

WHY INVEST IN CUSTOMER SAT

Faster resolution times

= lower resolution

costs

*Based on findings from the UK Institute of Customer Service

WHY INVEST IN CUSTOMER SAT

• Increased first-touch resolution from 78% to 85%

• Average ticket resolution is less than 24 hours

• Promote an above average NPS within their industry

• Customer satisfaction: 84%, up from 78% over the last 6 months and climbing

• 20% increase in agent productivity with 457 solved tickets per month per agent

• 96% of all tickets answered at first touch

• Decreased first response times from 37 hours to 7 hours within 7 months, with today’s average response time at 5.3 hours

• 20% reduction in support costs

• Customer satisfaction: 94%

Click to edit Master title style Click to edit Master text styles

BENCHMARKING E-COMMERCE

E-COMMERCE = EARLY ADOPTERS

Ticket channel usage

for retail industry Ticket channel usage for

average benchmark

Web forums

Feedback tab

Facebook

Voice

Chat

Twitter

22%

23%

25%

9%

8%

7%

17%

16%

7%

5%

3%

3%

THE ZENDESK BENCHMARK

FIRST RESPONSE TIMES (Hrs)

Zendesk Average

26.3 Retail Average

23.6 Retail Best-In-Class

<12

CUSTOMER SATISFACTION

Zendesk Average

82% Retail Average

77% Retail Best-In-Class

89%

F#@KING SANTA CLAUS!

70.0%

72.0%

74.0%

76.0%

78.0%

80.0%

82.0%

84.0%

86.0%

Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May

Satisfaction Rating Satisfaction (Retail)

STATING THE OBVIOUS

Faster first response

times = higher

customer satisfaction

BENCHMARKING EFFECTIVENESS IN

CUSTOMER SERVICE

THE SECRET FORMULA

ONE-TOUCH TICKETS

Zendesk Average

85% Retail Average

82% Retail Best-In-Class

97%

TICKETS PER AGENT

Zendesk Average

116 Retail Average

228 Retail Best-In-Class

658

FORUM VIEWS PER TICKET

Zendesk Average

1.5:1 Retail Average

.86:1 Retail Best-In-Class

12:1

OUR STATS (FWIW)

Customer Sat

96% First Response (Hrs)

25.1 Forum Views:Ticket

22:1

Tickets/Agent

15:1, 8:1 First Response (Hrs)

82%

SUMMARY RECOMMENDATIONS

• Retail leads in multi-channel support (you should too!)

• Think “interaction” not “support”

• Measure customer satisfaction to create a baseline

• Set simple measurable goals, and measure them

• Scale x Efficiency x Quality = Effectiveness

THANK YOU!