Customer Success Summit: Get Proactive With Your Customer Support
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Presented by Sam Boonin, Zendesk at Totango's Customer Success Summit. Watch his presentation here: https://vimeo.com/62505474
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Customer Success Summit: Get Proactive With Your Customer Support
- 1. Get proactive with your customer support
- 2. Making Zendesk Beautifully Simple to evaluate, buy, use & grow Product Management Analytics UX + Interaction Design Sam Boonin VP Products sam@zendesk.com © 2012 Copyright Zendesk Inc - Strictly Confidential 2
- 5. © 2012 Copyright Zendesk Inc - Strictly Confidential 5
- 6. How did Zendesk get proactive? © 2012 Copyright Zendesk Inc - Strictly Confidential 6
- 7. High volume business © 2012 Copyright Zendesk Inc - Strictly Confidential 7
- 8. Trials trials trials •10,000s of trials •13 languages •10,000s of support tickets •100,000s of self-service support views © 2012 Copyright Zendesk Inc - Strictly Confidential 8
- 9. We didn’t start as a people business = 1,000 customers CSM #1 Sales rep #1 Customer advocate #1 2009 2010 2011 2012 2013 1,000 customers 5,000 customers 10,000 customers 20,000 customers 25,000 customers © 2012 Copyright Zendesk Inc - Strictly Confidential 9
- 10. Lots of knobs to adjust © 2012 Copyright Zendesk Inc - Strictly Confidential 10
- 11. Vanilla is the favorite flavor 70% of customers stick with default views © 2012 Copyright Zendesk Inc - Strictly Confidential 11
- 14. People ask the darndest questions © 2012 Copyright Zendesk Inc - Strictly Confidential 14
- 15. Getting proactive is a must ...but how? © 2012 Copyright Zendesk Inc - Strictly Confidential 15
- 16. How to be Proactive? Finding the right balance of product and people at the right time USERS USAGE FUNCTIONALITY GROW FIRST VALUE DECREASE START ONBOARD NOT USING FAILED © 2012 Copyright Zendesk Inc - Strictly Confidential 16
- 17. Product Engagement - Our Most Effective Tool © 2012 Copyright Zendesk Inc - Strictly Confidential 17
- 21. Feature Activation & Account Usage In-Product Email © 2012 Copyright Zendesk Inc - Strictly Confidential 21
- 22. Benchmarks © 2012 Copyright Zendesk Inc - Strictly Confidential 22
- 23. Convention over Configuration © 2012 Copyright Zendesk Inc - Strictly Confidential 23
- 24. Tweaking our Welcome Emails © 2012 Copyright Zendesk Inc - Strictly Confidential 24
- 25. Nurture Emails ... not so much © 2012 Copyright Zendesk Inc - Strictly Confidential 25
- 26. What about people? © 2012 Copyright Zendesk Inc - Strictly Confidential 26
- 27. Who do we reach out to? Who does the outreach? When do we reach out? What do we say? © 2012 Copyright Zendesk Inc - Strictly Confidential 27
- 30. Trial Engagement We can’t call every trial • ~25% of our support volume comes from trialers • Mom-shoring • Key engagement signals = return to trial, adding users, configuring email © 2012 Copyright Zendesk Inc - Strictly Confidential 30
- 31. On-boarding (first 90 days) We can’t personally on-board every new customer • Segmented based on sales channel, MRR, # agents • Dedicated CSM for larger accounts • Heavy support volume during account setup © 2012 Copyright Zendesk Inc - Strictly Confidential 31
- 32. Monitoring Expansion & Churn Relatively easy to see expansion targets in usage data © 2012 Copyright Zendesk Inc - Strictly Confidential 32
- 33. Proactive Monitoring & Notifications Dedicated Account Management for top accounts Proactive tickets for others © 2012 Copyright Zendesk Inc - Strictly Confidential 33
- 34. Ongoing Health Checks We can’t call every customer every 6 months Don’t wait until renewal time © 2012 Copyright Zendesk Inc - Strictly Confidential 34
- 35. Results & Lessons Learned © 2012 Copyright Zendesk Inc - Strictly Confidential 35
- 36. •Industry leading negative churn •Expansion is huge part of our business •Direct human engagement http://www.forentrepreneurs.com/why-churn-is-critical-in-saas/ critical © 2012 Copyright Zendesk Inc - Strictly Confidential 36
- 37. 1. Easy to use NPS at 2. Zendesk support/people anniversary 3. Affordable 59 4. 5. Features Reliable 6. Continually improving © 2012 Copyright Zendesk Inc - Strictly Confidential 37
- 38. © 2012 Copyright Zendesk Inc - Strictly Confidential 38
- 39. • Engaging Customers > Tickets • Helping > Selling © 2012 Copyright Zendesk Inc - Strictly Confidential • Everyone needs Guidance 39