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“It’s all about the experience” Creating an Engaging Customer Experience Resources and Guidelines
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www.zendesk.com
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EMPLOYEES
2,200+YEARLY INTERACTIONS
PROCESSED
1.3 BillionCOUNTRIES WE DO BUSINESS IN
160+
HEADQUARTERS
San Francisco
PAID CUSTOMERS
125,000VOLUNTEER HOURS/YEAR
10,000+
GLOBAL OFFICES
16
FOUNDED
2007
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Buyof consumers are likely to defect to
another brand as a result of poor
customer service
Source: The Northridge Group
81%
Customer Experience is becoming as important as your product/service
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The future is already here— it’s just not evenly distributed
William Gibson
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Minding the Expectations Gap
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A brave new world
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Trends Driving Retail CX in 2018
Mobile / Omnichannel
Becoming Conversational
Data & Insights
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Omnichannel versus Multichannel
Having the channels open is NOT enough...
Omnichannel Multichannel
Seamless Experience Disjointed
Customization of Channel Standard
Dynamic Static
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Trends
*Source mindshare- future of retail.
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Telcom Global CX Trends & Challenges 2018
*Source Customer Experience Management Telcom Global Benchmarking Report 2018
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Digital transformation is driving change
VOICE FAQs EMAIL CHAT FORUMS
SOCIAL
67%
64%
60%
46%39%
32%
2009 US online adults that have used any customer service method in the past 12 months
73%
57%56%
30%
23%
11%
Sources:Forrester 2013& 2017 reports.
2017
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*Source Gartner 2018Q. Have you done the following with ?
The Young and Wealthy Use Digital services
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To Bot or Not to Bot?
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There is still a place for people
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People impact experience
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“Zendesk is such an easy tool for agents to work with.
It’s really been developed for
them—it’s fluid, it’s simple
where it needs to be, and it’s
powerful when it needs to be.”
Tom BrownC ustom er Service O perations
M anager20%Customer
Growth/Month
50Agents
90%CSAT
30kTickets/Month
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Omnichannel integrates for better experience
CUSTOMER
Seamless conversations
AGENT
Full customer contextUnified Interface
Flexible
Access alone does not build a relationship
Conversational
Effortless
Contextual
Seamless
ADMIN / REPORTS
Single source of truthRapid time to value
+
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Innovate at the intersection of engagement and operations
Source: Feb 8 , 20 17 “U nderstand The D ig ita l B usiness Landscape” Forrester report.
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ACQUISITIONHow do your customers first hear about you?
PURCHASEWhat do your customers try and buy?
FEEDBACKWhat do your customers love or hate?
CHURNWhy and when do your
customers leave?
RETENTIONDo your customers
come back for more?
SUPPORTWhere do your
customers need help?
Customer Analytics?
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“Zendesk’s Professional Services team was the real
driver for our successful, on-
time rollout of Zendesk.”
Orando Gadea Ros
B usiness Innovation M anager
90%CSAT
10,000Tickets/Month
500%YoY Sales increase on
Black Friday after Widget implementation
3Weeks to Implement
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CX Laggards CX Leaders
Source: Forrester
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Forrester report - January 2017
Customer Satisfaction (CX) Drives Revenue
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26
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Self-service and digital interactions
Automated conversations
Innovative labour models
Robotic process automation
Customer Journey analytics
Prescriptive advice
IoT insights
Visual engagement
Agent empowerment
Evolve
Smaller
Smarter
Strategic
Traditional contact models become:
Forrester’s How to Deliver Better Customer Service This Year – Kate Leggett
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Inspire a Customer Centric Culture
Empower
Build the right team and culture
Invest in team development
Ensure a human designed Metric
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Engage with better insights into your customer :
A holistic view of the customer
experience
Ability to drive a customer-focused
strategy
Ways to demonstrate
revenue impact of support
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www.zendesk.com
https://www.linkedin.com/in/malcolm-koh-01/