Making Customer Success and Customer Support Work Hand-in-hand
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Making Customer Support and Customer Success Work hand-in-hand Maxime Prades, Product Manager, Zendesk Oren Raboy, VP Products, Totango Presenters
description
Ready to raise the bar for a new standard of customer engagement? Watch to learn how using Zendesk and Totango will revolutionize your customers’ experience. The powerful integration of Customer Success and Customer Support will help your organization: - Deliver insightful, contextual support by knowing how a customer is using your product and their last few actions prior to submitting a support ticket - Proactively engage customers, drive customer value, and improve product adoption to reduce support tickets over time - Understand which customers are at risk and need your attention to get back on track - Deliver tailored customer experiences based on user-type (power users, beginners, etc.) - Identify and cultivate customer advocates and evangelists Watch the on-demand recording of the live event: http://www.totango.com/resources/making-customer-success-customer-support-work-hand-in-hand/
Transcript of Making Customer Success and Customer Support Work Hand-in-hand
Making Customer Support and Customer Success Work hand-in-hand
Maxime Prades, Product Manager, Zendesk
Oren Raboy, VP Products, Totango
Presenters
Agenda
• Unifying Customer Service and Customer Success for a better customer experience
• Zendesk’s approach to Customer Service
• Totango’s approach to Customer Success
• How the integration works
• Getting started
Working hand-in-hand • Deliver insightful, contextual support
• Proactively engage customers, drive customer value, and improve product adoption
• Understand which customers are at risk and need your attention
• Create a seamless, consistent customer journey
• Identify and cultivate customer advocates
“Now that I’m also managing worldwide support in addition to customer success, having integrated customer service and customer success tools has been invaluable for delivering
positive customer experiences.”
Driving real results for
Zendesk’s Approach to Customer Service
© 2012 Copyright Zendesk Inc -‐ Strictly Confiden;al
WE WORK WITH COMPANIES OF ALL SIZES ACROSS THE GLOBE TO DELIVER GREAT CUSTOMER SERVICE
Lean agile deployments
Medium size deployments
Large scale deployments
40,000 customers
140 countries
ZENDESK HELPS BRING COMPANIES AND THEIR CUSTOMERS CLOSER TOGETHER
PRODUCT +
PHILOSOPHY
Zendesk is redefining customer service for today’s tech-‐savvy customers
Customer service used to be…
Contextual Personal Proac;ve
It has become…
Fragmented Generic Reactive
Customer expectations today
Immediate Seamless Personal Responsive
© 2012 Copyright Zendesk Inc -‐ Strictly Confiden;al
RE-ENGINEERING GREAT SERVICE BY DESIGNING FOR EVERYONE INVOLVED
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Managers Agents Customers
CUSTOMER SUPPORT
CUSTOMER SELF-SERVICE
CUSTOMER ENGAGEMENT
Totango’s Approach to Customer Success
What is customer success really?
VALUE over
customer management
CUSTOMER ACTIONS over
words
ALL CUSTOMERS over
high-value customers ALL USERS
over buyers and decision makers
REAL-TIME SENSORS over
historical snapshots CONTEXTUAL ENGAGEMENT
over periodic check-ins
The Holy Grail for Customer Success
Impact the leading indicators of customer health to reduce churn and
maximize revenue
Customer Journey: Understand, Measure, Drive Recurring Value
DECREASE VALUE
DECREASE VALUE
CHURN
CHURN
GROW VALUE
FIRST VALUE
START
INCREASE USERS INCREASE
USAGE EXPAND FUNCTIONALITY
CHURN
ONGOING VALUE
Onboarding Adoption Renewal & Upsell
Monitor and listen to your customers in real-time
ü Know which customers need your attention
ü Know why (so you can diagnose and take the right action)
ü Know at the right time (so you can have an impact)
What you need: Sensors into customer value
1. The right sensors and data – Type of data – Type of sensors – real time, transactional, batch
2. Flexible – Explore and answer any question about your customers – on the fly
3. Open – Integration with other systems – bidirectional, API, RT integration
4. Analytics Actionable Insights – Executive dashboard to working lists and drill down – Playbooks
5. Time to value – Setup and implementation – Ongoing changes
5 things you must have in a Customer Success system
The complete answer for Customer Success
Customer Success Solution
Methodology and Best Practices Data Science
ü Customer journey mapping ü Customer segmentation ü Customer Success execution models ü Customer Success plays
ü Machine learning ü Buy and churn signal analysis ü Data science service
ü Customer monitoring ü Predictive health modeling ü Customer engagement and
health scoring ü CSM action framework
Leader in Customer Success for SaaS and subscription businesses
2 million accounts | 20 million users
Our Integration
Getting Started
Totango App
Integration
Q&A
Learn More
Zendesk • www.zendesk.com • www.zendesk.com/blog • @Zendesk
Totango • www.totango.com • blog.totango.com • @Totango
Thank You
