#RelateLive#RelateLive

Dominic PastaGroupon Global Senior Manager - CS Technology

@Dom_Pasta

Gabriele FamousZendesk VP of Product Marketing

@sffamous

#RelateLive

#RelateLive

Mainstream mobile use impacts channel mix Photo credit: Sjoerd Lammers

Mobile, It’s not just for the kids

62%

Of customers’ agents use mobile apps to

deliver support

2.2MTickets created,

updated, chats started, and articles viewed via

Zendesk SDKs

Sources: Zendesk data Forrester Report: “European Mobile And Tablet Commerce Forecast, 2013 To 2018”

Mobile Impact in Customer Service Delivery

Meeting the customer where they want to be

met

Knowing the customer before you even start engagement

Fluent channel swapping

Fast and agile in delivering on new channels as they

pop up

#RelateLiveMachine Learning, AI & bots, Oh my!

Photo credit: Michael Shwarzenberger

Not a human replacement, but an enhancement

$3B The collaborative

machine market by 2020

13MSatisfaction predictions

made to date

Sources: Zendesk data James Stettler, an analyst at Barclays Capital

AI & MLT Deployment

Deliver Support & Sales AI using customer engagement

channels

Market customizable support channels

Inform agents by support and sales generation

Lay groundwork for the future of AI

Preparation for AI & MLT

Cleaning Up the Infrastructure ● Allow rapid adaptation of new channels as they emerge ● Minimize issues when dealing across channels / platforms

Knowledge Centralization ● Smart AI requires Smart Knowledge, across the entire organization

#RelateLiveFiguring out how to be customer centric

Photo credit: Petra B. Fritz

It requires a little more flexibility

52%

Sources: Zendesk data Eurostat British Telecom The Multi-Channel Swap shop

40%Of EU companies use

social media to respond to customer opinion,

questions and reviews

79%Of UK consumers want multi-channel options for customer service

Of Zendesk Chat customers report they

are blending support and sales use cases

Multifunctional agents

Empower the customer to be

in control

Facilitate agents to go beyond support

Bridge the support gap between customers

and merchants

Increase customer effort score

#RelateLiveThe future is now, check it out

Photo credit: Ran Berkovich