powerful customer service with orocrm + zendesk
TRANSCRIPT
Zendesk + OroCRM
Jary Carter (Co-Founder, OroCRM)
Laura Pappas(Head of Retail &
eCommerce Marketing, Zendesk)
Brandon Briggs(Business Development
Manager, OroCRM)
280,000+Unique Site Visitors
OroCRM Momentum
15,000+Registered Users
1,500+Active Customers
35,000+Product Downloads
15+Worldwide Partners
Single View of Customer – Across Channels
Magento Purchases
eBay Purchases
In-Store Purchases
Sales Calls
Email Campaigns
Support Requests
Customer accounts per country
>1,00
0
500-
999
100-
499<100
140countries
50,000 customers
Customer accounts by industry
5
INSTANT TRANSPARENT PERSONALIZED UBIQUITOUS
989 MARKET STREET
Customer expectations have changed dramatically
55% of U.S. online adults will
abandon their purchase if they
cannot find a quick answer to their
question
For 77%, valuing their time is the
most important thing a company can
do to provide good service
Forrester, North American Technographic Customer Experience Survey,
2014
90% of companies view customer
service as one of their top priorities
60% use customer experience as a
competitive differentiator
Forrester, State of Customer Experience Management, 2013
What makes a customer service interaction good?
Zendesk/Dimensional Data, 2014
The problem was resolved quickly
The person who helped me was nice
The problem was resolved in one interaction
not passed to multiple people
The outcome was what I wanted
no more, no less 47%
63%
65%
69%
Self-service was the most popular customer service channel in 2014
76% online self-service
73% phoning a rep
68% emailing the company
58% chat
37% contacting a company via Twitter
Channel Management: Core toYour Customer Service Strategy, Forrester, 1/20/2015
1 to 3% of online shoppers end up making a purchase during that site visit
Customers who chat convert at nearly 3.5X the rate
of those who don’t, with an increased average order value of 10-20%
The Six Key Elements of Proactive Chat, Forrester, 10.15.2014
Aggregate Metrics
• Top Customer Service Issues• Average Customer Lifetime Value• Average Orders Per Customer• Average Time Between Orders
Focus on Individuals
• High Needs Customers• Frequent Purchasers• High Value Customers• Idle Customers after CSR Interaction