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


Something About Context

Building RelationshipsBuilding Relationships


We want your customers to love working with you

Customer Experience LifecycleCustomer Experience Lifecycle


Services in TandemServices in Tandem


• 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



Changing world for authoring, collaboration and the cloud

Greater Demands of ContentGreater Demands of Content

Partners

Customer Support

Sales and Marketing

Community


In the “Old World”In the “Old World”

Non Measurable

Lack ofCollaboration

Non Responsive

Inconsistency


New World Must Be’sNew World Must Be’s

Consistent

Responsive

Highly Relevant (80-20)

Collaborative

Measurable / Analytics


Knowledge CollaborationKnowledge Collaboration

Cloud Help

Center

Customers/ Partners

Community

SMEs / Authors

Internal Depts



Zendesk customer support platform

Zendesk builds software for better customer service

Zendesk builds software for better customer service


Built with Users in MindBuilt with Users in Mind


Agents ManagersCustomers

About ZendeskAbout Zendesk


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


=

IT Support Employee Services Customer Support

35%

35%

30%

Further Collaboration Examples

Further Collaboration Examples


Facilities management

Development projects

HR and payroll issues

Marketing communication

SOLVE COMMUNICATION

PROBLEMS

CUSTOMER SUPPORT

CUSTOMER SELF-SERVICE

CUSTOMER ENGAGEMENT

CUSTOMER SUPPORT

CUSTOMER SUPPORT

Omnichannel Communications(Loudhouse 2013, 7000 customers)

Omnichannel Communications(Loudhouse 2013, 7000 customers)


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


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


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


CUSTOMER ENGAGEMENT

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


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



Integrating with External Apps

Zendesk plugs into 100+ third party business tools


Zendesk Help Center

Selected FeaturesSelected Features

On Any Device (Responsive Design)1

Total Flexibility of Design2

Simple Authoring3

Community Features Built In4


Basic ArchitectureBasic Architecture

HCKnowledge Base

Community

API for Integration


(Re)Designing the Help Center

Customizing Template Design

Customizing Template Design

JavaScript

Set Templates Basic

Branding

HTML Pages

CSS

Design, Preview, Modify


Context Introduces Diziana.com – Design, Branding, Integration and AuthoringContext Introduces Diziana.com – Design, Branding, Integration and Authoring



Help Center Integration

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

Sabio ScreenshotsSabio Screenshots

Bringing Support into Context

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)


Flare ScreenshotsFlare Screenshots


Challenge with FlareChallenge with Flare



Context Services

Context ServicesContext Services

Zendesk Implementation & Licenses

Zopim Implementation & Licenses

Sabio Implementation & Licenses

Zendesk Help Center Design - Diziani

Content Architecture/Authoring Integration and Development

Solutions


TECHNOLOGY FINANCIAL SERVICES

PUBLIC SECTOR LIFESTYLE

Selected Context ClientsSelected Context Clients


LinksLinks

Context ZendeskWhy companies should invest in the customer

experience


http://www.context.co.il/

http://www.zendesk.com/

https://www.zendesk.com/resources/why-companies-should-invest-in-the-customer-experience



zendesk - where content is valued

Technology

support tool

modifybringing support

repliesbringing support

forcustomer support

zendesk support platform

custom reportsbringing

orhelp centerbringing

zendesk founded45k