How Zendesk uses data to make customers happier
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Sam BooninVP Products
Making Zendesk Beautifully Simple to evaluate, buy, use & grow
Product ManagementAnalyticsUX + Interaction Design
WHY WE STARTED ZENDESK
Customer service trendscloud-basedconsumerizationpay as you govoice of the customersubscription economymobile
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The Zendesk Platform
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Company Highlights
CUSTOMERS
30k+OTHER STATS
450+EMPLOYEES FOUNDED
2007ORIGIN
DenmarkHQ
San Francisco
SAN FRANCISCO
LONDON
COPENHAGEN
MELBOURNE
DUBLIN
TOKYO
MADISON
MANILA
BUENOS AIRES
OFFICES
200m end-users 500m customer interactions 140+ countries
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© 2012 Copyright Zendesk Inc - Strictly Confidential
Data
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OUR SUPERPOWER
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35KZENDESK CUSTOMERS
24 MILLIONTICKETS PER MONTH
200M+END
USERS
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OUR SUPERPOWER
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1UNIFIED
DATA SET
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OUR SUPERPOWER
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• Ticket• Agent• Forum View• Reply Time• Customer Satisfaction Rating• Net Promoter Score
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3 Ways We Leverage our Superpower
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1. Provide Better Customer Support
2. Build Better Products
3. Educate our Customers
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Provide better support
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Support is a part of the customer experience
Tickets Through Account Lifecycle
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Tota
l Num
ber
of T
icke
ts R
ecei
ved
Number of Months After Trial Began
Frequency of Tickets by Month Based on tickets logged by customers who began trials on January 1, 2011 through November 5, 2012
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Tracking our performance on key metrics
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Benchmarking our performance against similar help desks
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Proactive support for at-risk customers
“The ability to see at-risk customers is invaluable when managing 200+ accounts." -Erin Kennedy, CAM
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Proactive tickets
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Build better products
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Support data tells the product team what to fix
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A bird’s eye view of feature adoption
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A closer look at adoption patterns
36STRICTLY CONFIDENTIAL
show product video....
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Educate customers
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Zendesk benchmark - just the basics
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Zendesk benchmark - diving deeper into performance metrics
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Zendesk customers benchmarked by tenure, feature use, and more
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The Zendesk Benchmark
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The future...
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Satisfaction Prediction App
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Send ticket metrics and text to Google Prediction API
Load predicted satisfaction rating back into Zendesk
Send new satisfaction rating to model for retraining
A
B
A
B
Ticket is received or updated by Zendesk
New satisfaction rating is received
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Statisfaction: an app that predicts satisfaction
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Agent learning curve
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TICKET FLOW VISUALIZATION
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Show the correlation between great customer service and better business outcomes
Higher Customer Lifetime Value
Reduced Churn
Happier Customers
© 2012 Copyright Zendesk Inc - Strictly Confidential
Lessons Learned
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You go to war with the data you have, not the data you want.
“Democratizeyour data.”
Socrates
Culture of experimentation
12.23.12
Thanks!
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