from transactions to relationships; from sales to service (relate live london)

#RelateLive

Matt PriceZendesk SVP, Emerging Businesses

@_Matt_Price

Promoter Economy

New Business Models

Conscious Consumers

Global Trends

Loyalty drives Revenue Growth

2 Years

1 Year

Aggregate Revenue

>2xRevenue

15% Churn

5% Churn

Transactions Relationships

Key Performance Indicators

Metrics• Click throughs • Conversion • ASP • Resolution time • Etc …

vs.

Relationships• LTV • % Promoters • % Detractors • Etc…

Satisfied customers promote brands

Detractors Passives Promoters

62%Promoters

70%Detractors

1yr

6yr

Great Customer Experience increases Lifetime Value

Customer Service holds the key

Two personas to build partnerships with

REV DEV&

What Rev thinks when you come around

Oh f*@k! My website is broken!

What Rev Cares About …

• Site Visits • Conversions • CAC • Marketing ROI

Search Optimisations

“I sell to you”

“We help you”

¢

$ $$

Main webpage Help Center + CTA

Long tail searches

Calls to Action

Lookalike Audience

Exclude Audiences

What Dev thinks when you come around

Oh s*#t! My app is broken!

• Quality • The Backlog • User Insights • App Store Ratings

Managing App Store Ratings

Managing App Store Ratings

Dave DysonZendesk Senior Customer Service Evangelist

@dave_dyson

Rate My AppZendesk Mobile SDK - iOS and Android

Receive and respond to customer feedback – before it becomes a

negative app rating

Google Play integrationCustomer View

Responses appear in the Google Play Marketplace app review

Reviews appear as tickets in your Zendesk

Google Play integrationAgent View

• Prioritize tickets based on the severity of the review or other ticket information

• Leverage views, macros, and triggers to increase agent efficiency

• Create custom reports to measure metrics such as response time, resolved tickets, and star rating improvement

CSAT Promoter/Detractor lists

• A drop-down User Field keeps track of the most recent Satisfaction response for each customer

• Triggers will set the field automatically

• Customer Lists will display the lists

CSAT Promoter/Detractor listsTrigger setup

• When a ticket’s Satisfaction is changed to Good (or Good with Comment), the User Field is set to “Promoter”

• A separate trigger mirrors this for “Bad” responses.

CSAT Promoter/Detractor listsCustomer Lists setup

With the User Field and triggers in place, the Customer Lists are trivial to set up

NPS Survey setup

• Choose recipients by using an existing Customer List, uploading a CSV file of users, or automating via API

• Customize your survey with your logo and colour

NPS Promoter & Detractor lists

• Customer Lists let you easily separate Promoters from Detractors

SEO Basics for Help Center

Do’s: • Authoritative, relevant content • Easy, fast navigation

Don’ts: • Keyword stuffing • Backlinks

Build a Relationship

#RelateLive