2012 Copyright Zendesk Inc - Strictly ConfidentialMarcio ArneckeMarketing Director, Latin America @marcioarnecke

2012 Copyright Zendesk Inc - Strictly Confidential+5,000+57,000EMPRESAS CLIENTEnullFUNDADA2007ORIGENDinamarcaMATRIZSan Francisco

EMPLEADOS800+CLIENTES AMRICA LATINA

RESUMEN CORPORATIVO

EMPRESAS CLIENTE POR PAS

2012 Copyright Zendesk Inc - Strictly ConfidentialDo we have any Zendesk or Zopim customers here? Zendesk is a customer support platform, based on the cloud. We are headquarted in San Francisco, with over 15 offices around the globe, 57,000 customers, 5,000 of those in LATAM.

2013 Copyright Zendesk Inc - Strictly Confidential 2012 Copyright Zendesk Inc - Strictly ConfidentialDo not present this slide. This is a logo repository. Pick only the logos you can speak to.

2013 Copyright Zendesk Inc - Strictly Confidential 2012 Copyright Zendesk Inc - Strictly ConfidentialOne of our key elements, besides our buda, is our Omnicanalad de nustra plataforma. Qu le pas al concepto del buen servicio al cliente? 2012 Copyright Zendesk Inc - Strictly Confidential

El servicio al cliente sola ser

ContextualPersonalProactivo 2012 Copyright Zendesk Inc - Strictly ConfidentialGreat customer service used to be contextual, personal, and proactiveBusinesses that really delivered great service were always focused on first understanding your context - what you were trying to do, what was your objective within that moment. Were you trying to buy something, did you have a problem, were you in a hurry, were you trying to return an item, were you looking for advice? It was always contextual regardless of the channel you were inGreat customer service was also personal. It was about you as a person, or about your family. It was about getting to know you as a human being - your likes, dislikes, preferences, habits, behaviors - all of itAnd importantly, great customer service was proactive. Building on the context and a personal understanding of you, businesses put that information to good use by being up front and reaching out to customers with suggestions, recommendations, and more

Se ha convertido en un servicio

FragmentadoGenricoReactivo 2012 Copyright Zendesk Inc - Strictly ConfidentialOver the last few decades years, customer service has changed substantiallyToday, customer service feels fragmented. You never get the same level of service consistent across all channels (and sometimes even within the same channel)It has also become generic and impersonal. Its become more about following a one size fits all script rather than trying to figure out your actual concerns or goalsFinally, customer service has become reactive. Its perceived today primarily as a defensive mechanism against customers, which is an unfortunately negative connotation

And this type of poor customer service is incredibly bad for business - An Accenture study found that 51% of US consumers switched service providers due to poor customer service, up five percentage points from 2012, putting $1.3 trillion of revenue at play in the US market represented by this switching economy.

LA NUEVA VOZ DE LOS CLIENTES INFORMADOS HA CAMBIADO LA DINMICAnullkeep sketch look and feel

back of napkin

2012 Copyright Zendesk Inc - Strictly ConfidentialAn industry completely out of tune with this new informed customer that was emerging with a new and loud voice. *** explanation *** Almost overnight customer service was no longer happening in a vacuum but became an experience that was very public and extremely influential on other customers and prospects. A completely new customer service paradigm rose.Social networks + In formed Cosnumer leads to Ampliefied Consumer Voice = (Customer Driven economy ) New Customer Service Paradigm

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LAS EXPECTATIVAS DEL CONSUMIDOR HAN CAMBIADOINSTANTNEOTRANSPARENTEPERSONALIZADO

UBICUO989 MARKET STREET 2012 Copyright Zendesk Inc - Strictly ConfidentialAl mismo tiempo, las expectativas del consumidor han cambiado drsticamente. Tendencias en el mundo de Retail & e-Commerce 2012 Copyright Zendesk Inc - Strictly ConfidentialClientes Comprometidos 2012 Copyright Zendesk Inc - Strictly Confidential

Ventas Rpidas

Groupon: $3B USD Revenue

2012 Copyright Zendesk Inc - Strictly ConfidentialHow Groupon used word of mouth to increased their sales worldwideTransformacin de eCommerce 2012 Copyright Zendesk Inc - Strictly Confidential

Offline Retailers Going Online

Es importante una experiencia del cliente homognea. 2012 Copyright Zendesk Inc - Strictly ConfidentialOffline goes online- the need for seamless experiences between online and in-store continues to grow

Deckers UGG Click-n-Collect

Nuestro Servicio al Cliente es lo que nos diferencia de las otras empresas en nuestra industria porque somos una empresa centrada en el cliente

Milton PappasPresident of eCommerceNine West Group 2012 Copyright Zendesk Inc - Strictly ConfidentialNueva tendencia, las empresas se preocupan por los clientes ms que nunca.

Sin esfuerzo, no deleitando. 2012 Copyright Zendesk Inc - Strictly ConfidentialThe STUDY IN BRIEF (the corporate executive board) 125,000+ customers 5,000+ customer service reps 100+ companies

Delight only happens 16% of the timeDelight increases operating costs 10-20%

And heres the real question. Are customers even looking to be delighted?55% de usuarios en lnea en U.S dejarn de comprar, si ellos no pueden encontrar respuestas rpidas a sus preguntas.Un 77% considera que su tiempo es lo ms importante que una empresa debe valorar a la hora de ofrecer un buen servicio.Font: Forrester, North American Technographic Customer Experience Survey, 2014

2012 Copyright Zendesk Inc - Strictly Confidential1 a 3% de los compradores en lnea terminan realizando una compra durante la visita a la pgina web.

La tasa de conversin de los clientes que utilizan chat es de 3,5 veces ms y el valor de la compra es 10-20% ms comparado con los clientes que no utilizan chat.

Font: The Six Key Elements of Proactive Chat, Forrester, 10/15/2014

2012 Copyright Zendesk Inc - Strictly ConfidentialWhile people are engaged on your web site, only 1%But if you engage them during the site visit but using, for example, chatEl Futuro 2012 Copyright Zendesk Inc - Strictly Confidential

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2012 Copyright Zendesk Inc - Strictly Confidential

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Centro de AyudaTicketsFeedback 2012 Copyright Zendesk Inc - Strictly Confidential

2012 Copyright Zendesk Inc - Strictly Confidential

La Experiencia del Clientes es ms importante que nunca. 2012 Copyright Zendesk Inc - Strictly ConfidentialBottom line its all about the customer experience.

Companies succeeding in todays customer-driven economy are those that do a good job of engaging with customers.

Zendesk helps them do that, through embedding service into each brand and into the customer experience.12.23.12Gracias! 2012 Copyright Zendesk Inc - Strictly Confidential