Omnichannel ou Multicanal, diferenças e impactos na Experiência do Cliente - Ivan Preti Arquiteto de Serviços e Soluções Zendesk Marketplace Conference - Arena Soluções

1. Omnichannel ou Multicanal, diferenças e impactos na
Experiência do Cliente
Ivan Preti
Services Solution Architect

2. EMPLOYEES
2,000+
YEARLY INTERACTIONS PROCESSED
1.3 Billion
COUNTRIES WE DO BUSINESS IN
160+
HEADQUARTERS
San Francisco
PAID CUSTOMERS
125,000
VOLUNTEER HOURS/YEAR
10,000+
GLOBAL OFFICES
16
FOUNDED
2007

3. Customers
define the terms
of engagement
They expect businesses to be
available when and where it’s
convenient for them.

4. It’s a response to changing customer expectations
87%
of customers think brands
need to put more effort into
providing a seamless
customer service experience
- Customers want to
use a breadth of
communication
channels and
touchpoints to
interact with a
customer service
organization…
- Customers want
conversations to
flow effortlessly
across channels
64%
of customers expect to
receive real-time assistance
regardless of the channel
they use
Source: Zendesk research

5. Multichannel: fragmented, siloed channels & experiences
CUSTOMER
Fragmented experience
AGENT
Siloed channels
ADMIN
Separate solutions & data sources
Long time to value

6. Support
I need to return my
clothe
Marketing
Why are they offering
me something I
already have?
Sales
Why can't we sell
more?

7. Omnichannel integrates channels for better customer, agent & admin
experiences
CUSTOMER
Seamless conversations
ADMIN
Single source of truth
Rapid time to value
AGENT
Full customer context
Unified Interface

8. Focus on
Customer
Relationship
and Experience
-Reduce efforts
-Unified
-Individual
-Growth
Customer
Agent

9. CX Laggards CX Leaders
Source: Forrester

10. “Offer the right channel at the right
moment.”
- Abhiroop Basu, Zendesk

11. Provide service from
one interface,
no matter the channel
Manage operations with
consolidated cross-
channel reporting
Let customer
conversations flow
across channels
Give your agents simplified
workflows through an easy to
navigate, contextual
interface, regardless of the
channel.
Offer admins a single
source of truth to manage
and monitor all your
channels from one place.
Allow customers to
connect with you on the
web or in your mobile
app, using any channel,
like email, voice, or chat.
Zendesk for omnichannel support

12. The Trends
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
Digital Transformation is driving change in CX

13. 77%
of customer service
professionals do not feel
supported by their current
technology
Reference: Gatepoint Research

14. Trust
Evangelism
Loyalty
Transparency
Empowerment
Responsiveness
Any customer service interaction is 4x more likely to drive disloyalty, than loyalty.

15. Zendesk’s solution for omnichannel support
Simplified workflows
Provide service from
one interface,
no matter the channel
Single source of truth
Manage operations with
consolidated cross-
channel reporting
Seamless support
Let customer
conversations flow
across channels

16. Seamless support
Let customer
conversations flow
across channels

17. Ticket
#2690
#269
0
#2690 Help with Sizing
Simplified
workflows
Provide service
from one interface,
no matter the
channel

18. Single source of
truth
Manage operations
with consolidated
cross-channel
reporting

19. Move from the tradicional customer service

20. Build the best relationship by knowing your customer and addressing their needs

21. Q&A
ipreti@zendesk.com