How to increase upsell opportunities
Based in San Francisco, CA, SlideRocket was released to the public in 2008 with the vision of bringing presentations to life in the cloud, creating stunning, high-definition, collaborative communication tools with quantifiable impact, no matter the platform, location or venue. The company provides businesses around the world with innovative software-as-a-service that helps them make highly effective presentations. SlideRocket customers can access their presentations anywhere—online or offline.
Building community forums for self-service support
SlideRocket delivers powerful presentation tools as a hosted service—bringing new ideas to a market that’s hungry for innovation. more than 1,200 organizations around the world already use SlideRocket to create and share their presentations. As its customer base grows, SlideRocket seeks to leverage its lean support staff to the fullest.
“Because our product is still evolving, we get support tickets related to bugs as well as basic usability questions,” says David Hershenson, director of sales, SlideRocket. “Our goal is to use web tools, such as forums, as much as possible to give our customers the answers they need without dramatically increasing our support headcount.”
“Zendesk help desk software lets us deliver a seamless customer experience that supports our brand,” says Tara Clark, customer care manager, SlideRocket. “Because we can customize our Zendesk URL to a SlideRocket URL, our customers never even notice our support system is from a third party. Plus, Zendesk’s pricing is highly competitive.”
Clark had Zendesk up and running within a day. now, when customers sign on to SlideRocket, they’re automatically signed on to Zendesk, too. Customers can easily search for answers on the SlideRocket support forums. when they submit common questions, macros in the Zendesk trouble ticket system automatically generate responses that contain proven fixes and workarounds.
Integrating with Salesforce helps sales reps avoid “landmines”
After two successful years on Zendesk, SlideRocket began to look for a way to extend the benefits of Zendesk to its sales team, too.
“Our salespeople had to come directly to me to find out what was going on with support tickets for any given customer,” says Clark. “We had no way of feeding this information into our Salesforce CRM system.”
With Zendesk for Salesforce, the sales team can now view relevant Zendesk tickets directly within an account or contact record in Salesforce. By staying up-to-date on recent support ticket activity, salespeople are able to track their customers’ overall satisfaction easily and frequently.
“The integration between Salesforce and Zendesk allows our salespeople to know about any potential landmines before they make their sales calls,” says Hershenson. “That’s priceless information that strengthens our customer relationships. Our sales team can also answer basic questions from customers without needing to pass the call to the support team.”
Upselling opportunities increase
“If i’m talking to a customer about an issue and i discover they need more seat licenses, I can easily look up their sales person in Zendesk and email them with one click,” Clark explains. “We recently grew an account 5X simply because we had the information we needed at our fingertips.”
As SlideRocket’s popularity grows, its support staff is receiving positive feedback on its fast response times and rich online support materials. Customers seldom need help navigating Zendesk.
“Many of our customers have seen Zendesk support tools elsewhere, so the system feels comfortable and familiar to them,” says Clark. “It’s amazing how many companies are now using Zendesk for support. whenever we review our original list of needs, we discover that Zendesk is still exceeding all of our requirements.”
Streamlined support for causes and customers
Charting a path to 99% customer satisfaction
Topic suggestions reduce ticket volume by 70%
Customer service outgrows email
Delivering customer service 35% faster
Connecting with supporters to change the world
Maintaining a consistent level of service for all
Rapid response is key for a fast-paced business
Improving support by moving from email to Zendesk