How Zendesk Uses Data to Make Customers Happier

How Zendesk uses data to make customers happier

© 2012 Copyright Zendesk Inc - Strictly Confidential 2

Sam BooninVP Products

[email protected]

Making Zendesk Beautifully Simple to evaluate, buy, use & grow

Product ManagementAnalyticsUX + Interaction Design

mailto:[email protected]

mailto:[email protected]

WHY WE STARTED ZENDESK

Customer service trendscloud-basedconsumerizationpay as you govoice of the customersubscription economymobile

© 2012 Copyright Zendesk Inc - Strictly Confidential

The Zendesk Platform

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Company Highlights

CUSTOMERS

30k+OTHER STATS

450+EMPLOYEES FOUNDED

2007ORIGIN

DenmarkHQ

San Francisco

SAN FRANCISCO

LONDON

COPENHAGEN

MELBOURNE

DUBLIN

TOKYO

MADISON

MANILA

BUENOS AIRES

OFFICES

200m end-users 500m customer interactions 140+ countries



Data

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OUR SUPERPOWER

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35KZENDESK CUSTOMERS

24 MILLIONTICKETS PER MONTH

200M+END

USERS


OUR SUPERPOWER

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1UNIFIED

DATA SET


OUR SUPERPOWER

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• Ticket• Agent• Forum View• Reply Time• Customer Satisfaction Rating• Net Promoter Score


3 Ways We Leverage our Superpower

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1. Provide Better Customer Support

2. Build Better Products

3. Educate our Customers


Provide better support

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Support is a part of the customer experience

Tickets Through Account Lifecycle

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

10000

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Tota

l Num

ber

of T

icke

ts R

ecei

ved

Number of Months After Trial Began

Frequency of Tickets by Month Based on tickets logged by customers who began trials on January 1, 2011 through November 5, 2012


Tracking our performance on key metrics

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Benchmarking our performance against similar help desks

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Proactive support for at-risk customers

“The ability to see at-risk customers is invaluable when managing 200+ accounts." -Erin Kennedy, CAM

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Proactive tickets

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Build better products

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Support data tells the product team what to fix


A bird’s eye view of feature adoption

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A closer look at adoption patterns

36STRICTLY CONFIDENTIAL

show product video....


Educate customers

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Zendesk benchmark - just the basics

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Zendesk benchmark - diving deeper into performance metrics

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Zendesk customers benchmarked by tenure, feature use, and more

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The Zendesk Benchmark

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The future...

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Satisfaction Prediction App

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Send ticket metrics and text to Google Prediction API

Load predicted satisfaction rating back into Zendesk

Send new satisfaction rating to model for retraining

A

B

A

B

Ticket is received or updated by Zendesk

New satisfaction rating is received


Statisfaction: an app that predicts satisfaction

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Agent learning curve

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TICKET FLOW VISUALIZATION

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Show the correlation between great customer service and better business outcomes

Higher Customer Lifetime Value

Reduced Churn

Happier Customers


Lessons Learned

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You go to war with the data you have, not the data you want.

“Democratizeyour data.”

Socrates

Culture of experimentation

12.23.12

Thanks!

Technology

How Zendesk Uses Data to Make Customers Happier