Zuora_for_ZenU_Preso_Final

− Zuora Confidential, not for distribution beyond intended recipientSlide 1 − Zuora Confidential, not for distribution beyond intended recipient

THE ZUORA STORYTurning Customer Support Into

Customer Partnerships

Confidential and Proprietary Information. Do not distribute beyond intended audience.

Hello, My Name Is…

@ZuoraGeek

− Zuora Confidential, not for distribution beyond intended recipient

Confidential and Proprietary Information. Do not distribute beyond intended audience. 4

“By 2015, 35% of Global 2000 companies will generate revenue through subscription-based services and revenue models.”

1999 Today

What Is TheSubscription Economy?

BUY NOW SUBSCRIBE


Businesses Can SubscribeTo Anything


Consumers Can SubscribeTo Anything


BUY NOW SUBSCRIBE

Product Relationships

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Businesses In The Subscription EconomyAre Focused On Relationships


Focusing on Customer Relationships IsOur Team’s Business


100%Customer

Satisfaction

Our Mission


customer experience

communication

channelsintegrations

self service

customer portal

analytics

reporting

workflows

SLAmacros

social media

community

email

views

collaboration

data

search mobilesatisfaction

tickets

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2

3

Open communication channels with customers

Cross-departmental collaboration

Customer-centric philosophy

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How Do We Get To 100%


CUSTOMER PORTAL

MULTI-CHANNEL

FOLLOW THE SUN

REPORTING

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Step One: Laying The Foundation


Zuora Tip: Surface FAQs In Product


Zuora Tip: Surface FAQs Before A Ticket


Opening 1:1Communication Channels


Local language support in English, Spanish, Vietnamese, Mandarin, Korean, and Filipino

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Zuora Global Support

Zendesk Voice in the US, Canada, UK, and Netherlands


Follow The Sun Structure24/7/365 Coverage

7am start in Colorado

7am start in California



7am start in Beijing

9am start in Beijing

1pm start in Beijing

2pm start in Beijing


Capturing Meaningful Data


vs4.5 30.1first response time (hrs) first response time (hrs)

vs1,128 636tickets per month tickets per month

vs8.4 1.52forum:ticket ratio forum:ticket ratio

vs98% 80%customer satisfaction customer satisfaction

Zuora Zendesk Benchmark

Customer

Self-Service

Scale

Efficiency

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Zuora Tip: Track trends over time

98.0%


Zuora Tip: Use Tags to analyze performance

98.0%


Product Services

Support Sales

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Step Two: Uniting The Zuora Teams


Salesforce Data in Zendesk

Customer data right next to a

live ticket


Zendesk Data in Salesforce


Creating Hubs and Spokes

Zuora Global Support

Zuora University Tech Ops


Zuora Tip: Hub/SpokeCUSTOMER HUB SPOKE

Urgent P0 Urgent

High P1 High

Medium P2 Medium

Low P3 Low

- P3 Low

Opened Priority

High

Auto Set Severity

P1

Adjust Severity

P2

Auto Set Priority Medium

Adjust Priority

High

HUBSPOKE

AUTOMATION MANUAL


Step Three: Customer-Centricity

Customer support is a partnership. It’s not “here’s a question and here’s an answer”.

It’s about building a relationship and making customers successful.


98%Customer Satisfaction

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Happy Customers


Zuora Tip: Driving Success With C-Sat

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2

3

Good rating: agent, team, manager, and senior management notified

Bad rating: agent, senior staff, and manager notified

Macro: for customers to re-evaluate their satisfaction rating


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Be ready for your customers wherever they are

Customer success is a company-wide effort

Customer happiness is our business

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Summary: The Road To Customer Partnerships

Zuora_for_ZenU_Preso_Final

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