Eating Well & Customer Experiences Made Easy with Plated

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  • 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!

  • 6 Confidential and Proprietary.

    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

    YesYour 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 callsOutbound 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 ABCs Shark Tank in 2014

  • 12 Confidential and Proprietary.

    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

  • 15 Confidential and Proprietary.

    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

    Utilize CTI

    Integrate Notes, Dispositions, Call Controls and Transfers

    Launch CX Analytics

    Rebuild Zendesk Triggers and Tags

    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

  • 20 Confidential and Proprietary.

    0%

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    Week of 1/25/2015

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    Week of 3/22/2015

    Week of 3/29/2015

    Week of 4/5/2015

    Aban

    don Ra

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    # of Pho

    ne Calls

    Phone Call Volume & Abandon Rate

    Weekly StatsApril

    Results: Phone Channel

    February MarchJan

  • 21 Confidential and Proprietary.

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    Week of 3/1/2015

    Week of 3/8/2015

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    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

  • 22 Confidential and Proprietary.

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    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 Cha

    ts (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%

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    70%

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    100%

    Week of 1/25/2015

    Week of 2/2/2015

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    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

    Satis

    faction Ra

    te

    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 dont 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.

    Enabled by:

    +

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