"New OroCRM Release Demo: Discover what’s new in the latest release of OroCRM" Webinar
Powerful Customer Service with OroCRM + Zendesk
39
CRM FOR COMMERCE Open source CRM with built-in marketing tools for your Commerce business.
Transcript of Powerful Customer Service with OroCRM + Zendesk
CRM FOR COMMERCEOpen source CRM with built-in marketing tools for your
Commerce business.
Zendesk + OroCRM
Jary Carter (Co-Founder, OroCRM)
Laura Pappas(Head of Retail &
eCommerce Marketing, Zendesk)
Brandon Briggs(Business Development
Manager, OroCRM)
AGENDA1 Introductions
2 Retail Industry View
3 Case Study
4 Product Demonstration
No CRM for Multi-Channel
Market Challenges
Flexible, Reliable, Open
Business Platform
280,000+Unique Site Visitors
OroCRM Momentum
15,000+Registered Users
1,500+Active Customers
35,000+Product Downloads
15+Worldwide Partners
Single View of Customer – Across Channels
Magento Purchases
eBay Purchases
In-Store Purchases
Sales Calls
Email Campaigns
Support Requests
OroCRM
Sales Marketing
Created for Sales & Marketing
CRM FOR COMMERCEOpen source CRM with built-in marketing tools for your
Commerce business.
presented by Laura PappasHead of Retail e-Commerce Marketing
TODAY’S GOAL• What is Zendesk
• The Effortless Customer Experience
Zendesk builds software for better customer service
Customer accounts per country
>1,00
0
500-
999
100-
499<100
140countries
50,000 customers
Customer accounts by industry
5
INSTANT TRANSPARENT PERSONALIZED UBIQUITOUS
989 MARKET STREET
Customer expectations have changed dramatically
ManagersAgentsCustomers
Built with users in mind
CHAT
SOCIAL
PHONE WEBSITE
MOBILE
A single view of the customer
Effort and Conversion:
Effortless, not delightful.
55% of U.S. online adults will
abandon their purchase if they
cannot find a quick answer to their
question
For 77%, valuing their time is the
most important thing a company can
do to provide good service
Forrester, North American Technographic Customer Experience Survey,
2014
90% of companies view customer
service as one of their top priorities
60% use customer experience as a
competitive differentiator
Forrester, State of Customer Experience Management, 2013
What makes a customer service interaction good?
Zendesk/Dimensional Data, 2014
The problem was resolved quickly
The person who helped me was nice
The problem was resolved in one interaction
not passed to multiple people
The outcome was what I wanted
no more, no less 47%
63%
65%
69%
Self-service was the most popular customer service channel in 2014
76% online self-service
73% phoning a rep
68% emailing the company
58% chat
37% contacting a company via Twitter
Channel Management: Core toYour Customer Service Strategy, Forrester, 1/20/2015
40% of callers have already
searched for answers
1 to 3% of online shoppers end up making a purchase during that site visit
Customers who chat convert at nearly 3.5X the rate
of those who don’t, with an increased average order value of 10-20%
The Six Key Elements of Proactive Chat, Forrester, 10.15.2014
(BTW, Pinterest is also a Zendesk customer.)
Thank you!
CRM FOR COMMERCEOpen source CRM with built-in marketing tools for your
Commerce business.
Pick Your Plum
Collected Customer Data
Using OroCRM to Quantify Data
Aggregate Metrics
• Top Customer Service Issues• Average Customer Lifetime Value• Average Orders Per Customer• Average Time Between Orders
Analyze Trends
• Hot Customer Service Issues• Relationship Between High Needs – Lifetime
Value
Focus on Individuals
• High Needs Customers• Frequent Purchasers• High Value Customers• Idle Customers after CSR Interaction
Pick Your Plum Case Study
CRM FOR COMMERCEOpen source CRM with built-in marketing tools for your
Commerce business.
