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Zendesk Training QUESTIONS AND ANSWERS
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Zendesk Training QUESTIONS AND ANSWERS
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Zendesk Training5 Building Blocks of a Solutions Pitch - questions and answers-Pain and Outcomes
Zendesk Way (differentiator)
Customer Proof Point
Zendesk Proof Point
Promote CX
6 CX Trends - questions and answers-Spotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
Are humans 2-3X more likely to make a decision to avoid loss or to achieve gain? - questions
and answers-avoid loss
Brands - questions and answers-Prodcuts/Services
Example: Uber vs Uber eats
Customer Deciding Journey? - questions and answers-Create:
Why Change?
Why you?
Elevate:
Why Invest?
Why Now?
Capture:
Why Pay?
Why Sign?
Expand:
Why Stay?
Why Evolve?
CX Trends -- Background - questions and answers-"2020 changed everything. Stuck at home,
customers flocked online. Almost overnight, agents began operating apart. And companies
scrambled to figure it all out.
A company's success depends on their customer experience -- 3/4 think of whether a company
does it well when making a purchase 1/2 will leave after one bad experience
, Whether it's adding support over messaging or giving agents a new way to stay connected,
being able to adjust quickly to keep up with customers and set your teams up for success has
never been more important
Down-Market Compete - questions and answers-Nascent Products
Challenges w/ Scalability & Reliability
Limited Support & Success
Dynamic Content - questions and answers-Support in other languages
Foundational customers -- desired state? - questions and answers-Improved CSAT
Enable routing and deflect inbound to inexpensive, fast channels
able to adapt and scale at the pace of your business & optimize team productivity
Enable customers & agents to self-serve
provide actionable insights into customer trends
Foundational customers -- focus? - questions and answers-trying to optimize:
self-service
automated workflows
Foundational customers --why Zendesk? - questions and answers-flexibility to quickly scale up
your workflow -- which means tickets get to the right agents, and agents have the knowledge
they need to solve any problem. We'll get you up and running fast at a lower TCO and provide
insights to optimize your business
Freshworks -- Why we win? - questions and answers-focus on customer
don't feature sell
better customer service
pull in resources
Freshworks-- positioning vs reality? - questions and answers-Position:
"Freshdesk is the same product but half the cost"
Broad, 11 products
Only built for basics
Cheap licenses but inefficient and unreliable
Reality:
Proven leader in CX
Deep, Scalable product
Better TCO
Gartner -- no 5+ integrations
Gartner -- weak analytics
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