1. 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

2. 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

3. Life before Zendesk
Ticket history limited by channel
Self Service
Phone
Chat
Customer reaches out via
Agents
Resolution
Social
Norma talks about life before Zendesk and associated challenges Avaya was phone system 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

4. Life with Zendesk
Customer
Talk
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)

5. 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

6. 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

7. 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

8. 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

9. 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)

10. 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)

11. Thank you!
Questions?