eating well & customer experiences made easy with plated
TRANSCRIPT
Eating Well & Customer Experiences Made Easy
2 Confidential and Proprietary.
Agenda
Zendesk and Genesys Overview
Who is Plated?
Plated CX Challenges
Plated Solutions using Zendesk and Genesys
Plated Results
Q&A
3 Confidential and Proprietary.
• $800M+ revenue with 160M+ in the Cloud
• Among top 50 largest software companies in the world
• Twenty plus years of experience; fourteen in the cloud
• Analyst recognized CX solution leader with the broadest and deepest integrated platform on the market
• 2500+ employees• 4,600+ customers across 80 countries• Supporting 100+ million customer interactions per day
Who is Genesys?
4 Confidential and Proprietary.
Zendesk Works with Globally Diverse Customer Base from Hyper-‐Growth Start-‐ups to Large Multinationals
Who is Zendesk?
5 Confidential and Proprietary.
Genesys and Zendesk
Sophisticated Multi-‐Channel Contact Center, Made Easy!
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Genesys and Zendesk Joint Value Proposition
Improve Agent Workflow and Productivity
Enable delivery of personalized, quick and accurate customer service by quickly deploying a contact center solution with
interactions routed directly to the optimal rep.
Personalized Customer Support
Self-‐Service on the Web or
Phone
7 Confidential and Proprietary.
Improving the Customer Experience: End to End
Result: Operational efficiency and decreased costs
Result: Better customer experience by providing personalized, quick andaccurate service
8 Confidential and Proprietary.
Text to 4567 “Ticket Status: 12345”
”Your ticket is resolved”
Caller ID
Caller ID
Extend Self-‐Service to Voice
“Would you like the
status of your open ticket”
“Yes”“Your ticket has been resolved”
Zendesk ticket is queried
“Press 1 to open a ticket”
“Please explain the problem”
“Thank you your ticket# is 12345”
Zendesk ticket created
-‐ or -‐
Text confirmation sent to mobile phone
Automated Ticket Creation and Status
9 Confidential and Proprietary.
Personalized Calling Experiences
Regular
Calls waitingin queue
First time
Platinum
Premium customer care
Regular customer careCalled 2
times in last 10 minutes
Route call ahead of others in queue to highly skilled agent
Caller ID
Caller ID
Determine Customer Level
How often has the customer
called?
Skills-‐based Call Routing Using Zendesk Customer Data
10 Confidential and Proprietary.
Improve Agent Workflow and Productivity
New Way -‐ Agent handles multi-‐channel interactions through integrated UI – better CX
Voice
Chat, Email, Social
Old Way – Disjointed Agent experience & Poor CX
✔✖Key Features• Screen-‐pops on incoming calls•Outbound dialing/click-‐to-‐call• Call details & recordings stored in Zendesk record
Easy-‐to-‐use, Multi-‐Channel Agent UI
11 Confidential and Proprietary.
Who is Plated?
• Offers pre-packaged fresh ingredients for home prep meals
• Appeared on ABC’s Shark Tank in 2014
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CX Challenge #1: Disconnected Systems
13 Confidential and Proprietary.
Our Daily Reality
Plated Customer Service Reps
Customers
Current Customer?Called previously?
Has an open ticket?
Lack of integration and sharing of
channel information
between solutions lead to poor customer
experience and frustrating interactions
14 Confidential and Proprietary.
CX Challenge #2: Small Team with Scary KPIs
AHT = 15 Min / Ticket
Call Abandon Rate = 58%
Email Response = 9 days
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CX Challenge #3: Zero Real-‐time Visibility or Analytics
Powerless to react in real-‐time to customer needs
16 Confidential and Proprietary.
Solution #1: Take Advantage of Integration
ü Utilize CTI
ü Integrate Notes, Dispositions, Call Controls and Transfers
ü Launch CX Analytics
ü Rebuild Zendesk Triggers and Tags
ü Retrain Staff
17 Confidential and Proprietary.
Solution #2: Tickets Improvements
• Simplified ticket creation process
• Enabled auto-‐pop• Deployed new IVR• Integrated internal admin
system with Zendesk• Customized agent and
management dashboards• Rebuilt macros and tags
Hi Sarah –Thanks for calling Plated.
Are you calling about your open ticket with us?
18 Confidential and Proprietary.
Solution #3: Create Customized Dashboard
19 Confidential and Proprietary.
AHT reduced by 50% to 7.5 min / ticket
CSAT increase from 70s to mid-‐90s
Original projected need = 75 reps. Reality = 30 reps
Reduced Escalations
Increased department specializations
Promoted 6 team members
The Payoff
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0%
10%
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30%
40%
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70%
0
500
1,000
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Week of 1/25/2015
Week of 2/2/2015
Week of 2/8/2015
Week of 2/15/2015
Week of 2/22/2015
Week of 3/1/2015
Week of 3/8/2015
Week of 3/15/2015
Week of 3/22/2015
Week of 3/29/2015
Week of 4/5/2015
Abando
n Rate
# of Pho
ne Calls
Phone Call Volume & Abandon Rate
Weekly StatsApril
Results: Phone Channel
February MarchJan
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Week of 1/25/2015
Week of 2/2/2015
Week of 2/8/2015
Week of 2/15/2015
Week of 2/22/2015
Week of 3/1/2015
Week of 3/8/2015
Week of 3/15/2015
Week of 3/22/2015
Week of 3/29/2015
Week of 4/5/2015
Avg R
espo
nse Time (Hou
rs)
# of Email Tick
ets (Wee
kly)
Email Volume & Response Time
Results: Email Channel
February MarchJan April
Weekly Stats
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Week of 1/25/2015
Week of 2/2/2015
Week of 2/8/2015
Week of 2/15/2015
Week of 2/22/2015
Week of 3/1/2015
Week of 3/8/2015
Week of 3/15/2015
Week of 3/22/2015
Week of 3/29/2015
Week of 4/5/2015
Avg R
espo
nse Time (Sec)
# of Chats (W
eekly)
Chat Volume & Response Time
Results: Chat Channel
February MarchJan April
Weekly Stats
23 Confidential and Proprietary.
76%
78%
80%
78%
80%81%
83%
89%90% 90%
93%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Week of 1/25/2015
Week of 2/2/2015
Week of 2/8/2015
Week of 2/15/2015
Week of 2/22/2015
Week of 3/1/2015
Week of 3/8/2015
Week of 3/15/2015
Week of 3/22/2015
Week of 3/29/2015
Week of 4/5/2015
Satisfaction Rate
CSAT
Results: CSAT
February MarchJan AprilWeekly Stats
24 Confidential and Proprietary.
The Team
Dear Geoff, Heather and Everyone at Plated:
I wanted to thank you for the absolutely
incredible and thoughtful “Get Well” gift you
sent me, not that I ever doubted it (with the
food and service and perfection) but this was
above and beyond… and made me feel so
special.
You have made me feel like the most important
person ever. The bag itself is hanging on my
door so I can be reminded. I will so miss your
food and how much I enjoy making it as well as
eating… I make the Asian chicken meatball soup
with greens for my best friend and 4x the
recipe so it lasts awhile.
I don’t know how I ever lived without you—
affectionately,
GG
26 Confidential and Proprietary.
Delighted Customers
When you strive to go above and beyond, providing an un-‐matched level of service across the board…
this is the response you get.
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