This document provides an overview and summary of key performance indicators (KPIs) in 5 minutes. It recommends a video on changing the game of enterprise software. It then discusses optimizing at the pointy end and having a well-oiled machine. The document concludes with 2 minutes of questions and an overview of why Zendesk, highlighting its ticket management, reporting, multi-channel support, branding, knowledge base, and integrations capabilities.

1. About KPIs in 5
Minutes
Michael Hansen, VP & APAC MD
Zendesk

2. Must see!
Stanford Technology Ventures Program
“Changing the Game of Enterprise Software”
by Tien Tzuo (then Salesforce.com, now Zuora)
http://itun.es/iBn5rS or
http://ecorner.stanford.edu/authorMaterialInfo.html?
mid=1648

3. Keep it Military!

5. Start Optimizing at the
Pointy End

6. A Well Oiled Machine

7. 2 Minutes of Questions

8. Why Zendesk?

9. Zendesk At A Glance
Ticket Management Reporting & Analytics
Multi-Channel Branding
Knowledge Base Integrations
Why Zendesk

10. Help Desk Your Way
Get Up & Running Quickly
Email Support Web Site Branding
Work Smarter, Not Harder
Business Rules Knowledge Base Reporting & Analytics
Build A Help Desk That Your Agents & Customers Love
Automated Workflow Twitter Chat iPad iPhone Android BlackBerry
Custom CSS Multi-Languages & Timezones 60+ Partner Integrations API
Why Zendesk

11. Customer Case Study
What was their challenge? How are they using Zendesk?
Email stopped being enough… More than a help desk
• Scale support team exponentially • Deployed across support, IT, engineering and
legal departments
• Aim for frequent “one-touch resolution” • Stay in better touch with customers: email,
web, knowledge base, mobile
• Strike a balance between agent efficiency • Zendesk macros keep it human and serve as
and customer satisfaction a key support training tool
• Keep pulse on agent performance • Gain business insight with detailed analytics
Why Zendesk

12. Deliver Support Your Customers Love
95% would recommend to others* 75% have already recommended*
*Source: Based on Zendesk survey sent to customer base in May 2010.
Why Zendesk