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#RelateLive
Matt Price
Zendesk
SVP, Emerging Businesses
@_Matt_Price
Promoter

Economy
New 

Business

Models
Conscious 

Consumers
Global 

Trends
Loyalty 

drives 

Revenue 

Growth
2 

Years
1 

Year
Aggregate 

Revenue
>2xRevenue
15% Churn
5% Churn
Transactions Relationships
Key Performance Indicators
Metrics
• Click throughs
• Conversion
• ASP
• Resolution time
• Etc …
vs.
Relationships
• LTV
•...
Satisfied customers promote brands
Detractors Passives Promoters
62%
Promoters
70%
Detractors
1yr
6yr
Great Customer 

Experience 

increases
Lifetime Value
Customer Service holds the key
Two personas to build partnerships with
REV DEV
&
What Rev thinks when you come around
Oh f*@k!
My website is broken!
What Rev Cares About …
• Site Visits
• Conversions
• CAC
• Marketing ROI
Search Optimisations
“I sell to you”
“We help you”
¢
$ $$
Main webpage Help Center + CTA
Long tail searches
Calls to Action
Lookalike Audience
Exclude Audiences
What Dev thinks when you come around
Oh s*#t!
My app is broken!
• Quality
• The Backlog
• User Insights
• App Store Ratings
Managing App Store Ratings
Managing App Store Ratings
Dave Dyson
Zendesk
Senior Customer Service Evangelist
@dave_dyson
Rate My App
Zendesk Mobile SDK - iOS and Android
Receive and respond to customer
feedback – before it becomes a
negative a...
Google Play integration
Customer View
Responses appear
in the Google Play
Marketplace app
review
Reviews appear
as tickets...
Google Play integration
Agent View
• Prioritize tickets based on
the severity of the review or
other ticket information
• ...
CSAT Promoter/Detractor lists
• A drop-down User Field
keeps track of the most
recent Satisfaction response
for each custo...
CSAT Promoter/Detractor lists
Trigger setup
• When a ticket’s Satisfaction
is changed to Good (or
Good with Comment),
the ...
CSAT Promoter/Detractor lists
Customer Lists setup
With the User
Field and triggers
in place, the
Customer Lists are
trivi...
NPS Survey setup
• Choose recipients by using
an existing Customer List,
uploading a CSV file of
users, or automating via ...
NPS Promoter & Detractor lists
• Customer Lists let you easily separate Promoters from Detractors
SEO Basics for Help Center
Do’s:
• Authoritative, relevant content
• Easy, fast navigation
Don’ts:
• Keyword stuffing
• Ba...
Build a 

Relationship
#RelateLive
From transactions to relationships; from sales to service (Relate Live London)
From transactions to relationships; from sales to service (Relate Live London)
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From transactions to relationships; from sales to service (Relate Live London)

Matt Price, SVP Emerging Business and Dave Dyson, Customer Service Evangelist, Zendesk
A company’s success is bigger than just the number of customer transactions. It requires a relationship approach to attract, convert, and retain the right type of customers. It also means businesses must blur the lines of their internal relationships—marketing, sales, and customer service.

Key stakeholders will discuss how their partnerships have increased ROI, improved sales conversion, and created better customer loyalty.

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From transactions to relationships; from sales to service (Relate Live London)

  1. 1. #RelateLive
  2. 2. Matt Price Zendesk SVP, Emerging Businesses @_Matt_Price
  3. 3. Promoter
 Economy New 
 Business
 Models Conscious 
 Consumers Global 
 Trends
  4. 4. Loyalty 
 drives 
 Revenue 
 Growth 2 
 Years 1 
 Year Aggregate 
 Revenue >2xRevenue 15% Churn 5% Churn
  5. 5. Transactions Relationships
  6. 6. Key Performance Indicators Metrics • Click throughs • Conversion • ASP • Resolution time • Etc … vs. Relationships • LTV • % Promoters • % Detractors • Etc…
  7. 7. Satisfied customers promote brands Detractors Passives Promoters 62% Promoters 70% Detractors
  8. 8. 1yr 6yr Great Customer 
 Experience 
 increases Lifetime Value
  9. 9. Customer Service holds the key
  10. 10. Two personas to build partnerships with REV DEV &
  11. 11. What Rev thinks when you come around Oh f*@k! My website is broken!
  12. 12. What Rev Cares About … • Site Visits • Conversions • CAC • Marketing ROI
  13. 13. Search Optimisations “I sell to you” “We help you” ¢ $ $$ Main webpage Help Center + CTA
  14. 14. Long tail searches
  15. 15. Calls to Action
  16. 16. Lookalike Audience
  17. 17. Exclude Audiences
  18. 18. What Dev thinks when you come around Oh s*#t! My app is broken!
  19. 19. • Quality • The Backlog • User Insights • App Store Ratings
  20. 20. Managing App Store Ratings
  21. 21. Managing App Store Ratings
  22. 22. Dave Dyson Zendesk Senior Customer Service Evangelist @dave_dyson
  23. 23. Rate My App Zendesk Mobile SDK - iOS and Android Receive and respond to customer feedback – before it becomes a negative app rating
  24. 24. Google Play integration Customer View Responses appear in the Google Play Marketplace app review Reviews appear as tickets in your Zendesk
  25. 25. Google Play integration Agent View • Prioritize tickets based on the severity of the review or other ticket information • Leverage views, macros, and triggers to increase agent efficiency • Create custom reports to measure metrics such as response time, resolved tickets, and star rating improvement
  26. 26. CSAT Promoter/Detractor lists • A drop-down User Field keeps track of the most recent Satisfaction response for each customer • Triggers will set the field automatically • Customer Lists will display the lists
  27. 27. CSAT Promoter/Detractor lists Trigger setup • When a ticket’s Satisfaction is changed to Good (or Good with Comment), the User Field is set to “Promoter” • A separate trigger mirrors this for “Bad” responses.
  28. 28. CSAT Promoter/Detractor lists Customer Lists setup With the User Field and triggers in place, the Customer Lists are trivial to set up
  29. 29. NPS Survey setup • Choose recipients by using an existing Customer List, uploading a CSV file of users, or automating via API • Customize your survey with your logo and colour
  30. 30. NPS Promoter & Detractor lists • Customer Lists let you easily separate Promoters from Detractors
  31. 31. SEO Basics for Help Center Do’s: • Authoritative, relevant content • Easy, fast navigation Don’ts: • Keyword stuffing • Backlinks
  32. 32. Build a 
 Relationship
  33. 33. #RelateLive

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