Omnichannel Support with Zendesk Starting, scaling, and looking ahead Norma Lavini - Dir. of Customer Service, Harvard Business Publishing Matt Hoffman - Solution Consultant, Zendesk Matt gives introduction, introduces Norma

Average Monthly Tickets HBP Profile Teams Using Zendesk Customer Support (CS) Corporate Learning (Client Success) Market Groups Served Higher Education Harvard Business Review Corporate Learning Average Monthly Tickets 22,436 2018 Priorities Elevate Self-Service Norma gives brief background on use case, customers served, high level summary

Life before Zendesk Ticket history limited by channel Self Service Email Phone Chat Customer reaches out via Agents Resolution Social Norma talks about life before Zendesk and associated challenges Avaya was phone system Email was InstantService ---> ATT ---> Oracle LiveChat InstantService as well No Customer feedback collection across multiple channels Logging separate transaction (service request) to capture feedback/experience MarketTools was a separate service for pulling data from all of separate silos and combining in reports

Life with Zendesk Customer Talk Email Chat Self-service Agent Matt tells typical story of channel consolidation and Zendesk unified experience. Matt will ask about agent usage (blended) Ask about Implementation (went live with all products at once)

Supporting multiple business units Scaling with Zendesk Supporting multiple business units HBP Education Harvard Business Publishing (original) HBP Client Success Norma talks about operating multiple business units in one environment, keeping everything together but separate when needed. Prior to Multibrand, everything was coming into the system and there was little ability to separate the multiple lines of business. MB made it logical and easy to tell what was happening in each area. Single “Multibrand” instance

Riding a surge in tickets Scaling with Zendesk Riding a surge in tickets Website redesign goes live Used best practices to resolve global problems in bulk Norma talks about the events surrounding the spike in tickets (AHHHH!!!!) Matt goes into Problem/Incident (ITIL) and how it can be applied to Contact Centers

Riding a surge using Problem-Incident relationship Scaling with Zendesk Riding a surge using Problem-Incident relationship Hundreds of separate inquiries are linked together Easily broadcast progress updates and (once resolved) solve out all linked tickets at once More about Problem/Incident flow and how it is beneficial Blur the names

Leveling up Self-Service “The best ticket is the one that didn’t need to be created in the first place.” 90% 76% of customers will attempt to self-serve before contacting support of customers prefer self-service Matt talks about market related self-service trends

Leveling up Self-Service Proactive, contextual self-service is the best self-service Offer suggestions based on what you know they are likely to ask at a given point in the customer journey Norma talks about their self-service efforts and the new implementation of “contextual help” (autopopulating suggestions before search)

Continuous investment in customer engagement initiatives Zendesk’s track record of industry-leading innovation Knowledge Capture App Textback from IVR Chat Enterprise Pathfinder Integration Channel Integration Embeddables & Mobile SDK Facebook Messenger Chat Premium Analytics Talk Professional Satisfaction Prediction Message Product Text Channel Framework Guide Answer Bot Talk Enterprise Skills-based routing Contextual workspaces 2015 2016 2017 2018 First to offer plug’n’play CS components for mobile & web Built in customer journey tracking First to offer native SMS channel Open Zendesk for tickets from ANY channel First ML- powered automated resolution Optimized workflows for the task at hand First provider of built in, ML-powered predictive scoring HBP goes live with Zendesk Matt speaks to Zendesk’s focus on Customer engagement R&D Asks about anything new/interesting Norma’s team has tried (Text/SMS, briefly tried Answer Bot)

Thank you! Questions?