Download - Zendesk - Where Content is Valued
Customer Support and Content Services
Zendesk – Where Content is Valued
Introduction to the Zendesk Support Platform, with an emphasis on the Help Center
AgendaAgenda
Changing world for authoring, collaboration and the cloud
Zendesk customer support platformIntegrating with external appsZendesk Help CenterRe(Designing) the Help CenterIntegrating the Help Center with other apps, ie
Flare and SabioContext Services
Bringing Support Into Context
Building RelationshipsBuilding Relationships
Bringing Support Into Context
We want your customers to love working with you
Building RelationshipsBuilding Relationships
Bringing Support Into Context
We want your customers to love working with you
Services in TandemServices in Tandem
Bringing Support Into Context
• Omnichannel communications
• Ticket management
• Integrated help center
• Monitoring and reporting
• Automated workflows
Customer Support
• Help center design and implementation
• Content management
• Content Architecture
• Content strategy• Marketing• Content
development/ authoring
Content
Context’s Unique Contribution:• Integrate
systems• Integrate
content• Provide
solutions
Empower your CustomersEmpower your Customers
Customer Support
• Customer Self Service
• Customer Engagement
• Emphasizing the person
Empowerment
Content Solutions
• Relevant• Branded• Business targeted• Shift to measurable
content
Bringing Support Into Context
Greater Demands of ContentGreater Demands of Content
Partners
Customer Support
Sales and Marketing
Community
Bringing Support Into Context
In the “Old World”In the “Old World”
Non Measurable
Lack ofCollaboration
Non Responsive
Inconsistency
Bringing Support Into Context
New World Must Be’sNew World Must Be’s
Consistent
Responsive
Highly Relevant (80-20)
Collaborative
Measurable / Analytics
Bringing Support Into Context
Knowledge CollaborationKnowledge Collaboration
Cloud Help
Center
Customers/ Partners
Community
SMEs / Authors
Internal Depts
Bringing Support Into Context
Zendesk builds software for better customer service
Zendesk builds software for better customer service
Bringing Support Into Context
Built with Users in MindBuilt with Users in Mind
Bringing Support Into Context
Agents ManagersCustomers
About ZendeskAbout Zendesk
Bringing Support Into Context
CUSTOMERS USING ZENDESK
300m
45K+COMPANIES USING ZENDESK FOUNDED
2007ORIGIN
DenmarkHQ
San Francisco
SAN FRANCISCO
LONDON
COPENHAGEN
MELBOURNE
DUBLIN
TOKYOMADISON
MANILA
SAO PAOLO
OFFICES
Not Just for Customer Support
Not Just for Customer Support
Bringing Support Into Context
=
IT Support Employee Services Customer Support
35%
35%
30%
Further Collaboration Examples
Further Collaboration Examples
Bringing Support Into Context
Facilities management
Development projects
HR and payroll issues
Marketing communication
SOLVE COMMUNICATION
PROBLEMS
Omnichannel Communications(Loudhouse 2013, 7000 customers)
Omnichannel Communications(Loudhouse 2013, 7000 customers)
Bringing Support Into Context
Live feed of your ticket
activity
Easy navigation in your Zendesk—view tickets, reporting, or
Help Center
Customer SupportGive your team a support tool built for agent productivity
Customer SupportGive your team a support tool built for agent productivity
Bringing Support Into Context
24
Information You NeedInformation You Need
Tabs for multi-tasking
Collect custom info on the support
request
Apps that give you more context about
your customer
Apps that surface relevant Help Center
articles
Bringing Support Into Context
25
Working on a TicketWorking on a Ticket
Easily turn common tickets into knowledge
base articles
Create and use macros, pre-
defined responses, to
speed up replies
Choose to communicate externally or keep your conversations private
Bringing Support Into Context
A beautiful reporting dashboard to visualize your support trends
Slice and dice your data with powerful,
custom reports
Customer EngagementGather customer insights and make your interactions more meaningful
Customer EngagementGather customer insights and make your interactions more meaningful
Bringing Support Into Context
YES or NOZendesk offers a benchmark so you can compare yourself against your
peers on key metrics
YES or NOZendesk offers a benchmark so you can compare yourself against your
peers on key metrics
Bringing Support Into Context
Selected FeaturesSelected Features
On Any Device (Responsive Design)1
Total Flexibility of Design2
Simple Authoring3
Community Features Built In4
Bringing Support Into Context
Customizing Template Design
Customizing Template Design
JavaScript
Set Templates Basic
Branding
HTML Pages
CSS
Design, Preview, Modify
Bringing Support Into Context
Context Introduces Diziana.com – Design, Branding, Integration and AuthoringContext Introduces Diziana.com – Design, Branding, Integration and Authoring
Bringing Support Into Context
Basic ArchitectureBasic Architecture
Content Author
App – Flare/Sabio
Help Center API
Help Center Content and Design
Sabio - One knowledge base, multiple channels
web
knowledge base
chatagent
Additional Features:• Workflows• Validation• Release Workflow• More specific authoring permissions• Versions• Specific reading permissions• Snippets• Tags for Conditioning
Madcap FlareMadcap Flare
Established/Leading authoring tool for content management – existing large customer base
Conditional textSnippetsMulti Language, etcWhat a technical writer needs from one
application (but without cloud and totally flexible design)
Bringing Support Into Context
Context ServicesContext Services
Zendesk Implementation & Licenses
Zopim Implementation & Licenses
Sabio Implementation & Licenses
Zendesk Help Center Design - Diziani
Content Architecture/Authoring Integration and Development
Solutions
Bringing Support Into Context
LinksLinks
Context ZendeskWhy companies should invest in the customer
experience
Bringing Support Into Context