91APP: Our Experience in Zendesk Integration

Our 4 years journey of internal help desk ticking tracking and user manual integration at a glance, from zero to one.

Transcript

1. Build CX from 0 to 1 91APP: Our Experience in Zendesk Integration 2019-04-18 @ Zendesk Taipei CX Meetup Clement Tang, Sr. Project Manager, 91APP 1
2. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 2 @Clementtang About Me Sr. Project Manager, 91APP - Partner Program & Partnerships - Product Go-To-Market Plan and Execution - Customer Success Management - Facebook and MarTech Projects Lead, Facebook DevC Taipei Founder, Chatbot.tw
3. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 91APP ♥ Zendesk 3
4. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved Retail is Evolving
5. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 5 OmniChannel. Integration. Big Data. PC / Mobile Website Native iOS / Android App In-Store Portal
6. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 6 Our Customers
 Trusted by multinational corporations and brands
7. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 7 91APP OSM System
 Omni-Channel Store Management Product Order Analytics Payment Member Promotions SaaS Subscription Model
 A Single, Integrated Backend System.
8. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved How We Use Zendesk as Internal Help Desk Photo Credit: TechOrange, Pxhere, CC Licensed
9. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 9 Why Help Desk?
 Employee need answers and the help desk provide support Email is Lousy for Tracking Work Help Team Help Themselves Prioritize Tickets Monitor Health of Customer Support
10. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 10 Functions Help Desk Should Perform
 Know who and how to call for support and be more productive First and Single Point of Contact Answer Questions Help Member to Be More Productive Measure Satisfaction
11. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 11 Ticket Fields We’ve added additional fields for categorization and management purpose.
12. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved Measure Overall and Individual Performance 12
13. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved How We Use Zendesk Guide as User Manual
14. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved We Were Using Google Site Before (2013 - 2016 Q2) 14 Pros Free and easy to use Cons 1. Hard to manage 2. Hard to customize 3. Didn’t support image space
15. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved Decided to Transfer to Zendesk Guide (2016 Q1) No additional costs We were already using Zendesk ✅ Improvements Provide better user search and article categorization Security Single-Sign On (SSO) from our admin panel Customization Fully customizable, support theme, HTML and CSS. 15
16. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 16 Merchants can SSO to Zendesk
17. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 17 Curlybars
 Open Sourced Templating Engine
18. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 18 New Feature! Sync from Github
19. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved
20. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved Integrate API for Smarter Search Results 20
21. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved 21
22. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved
23. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved Vote Actions for Each Articles 23
24. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved In 2019, 91APP Will… 1. Omnichannel Customer Support: try more service channels and integrations, e.g. Social & Chat. 2. Build Partnerships: by working with partners like Zendesk, to create more opportunities and solutions. 24
25. 91app.com | Confidential and Proprietary. ©2019 91APP, Inc. All Rights Reserved THANK YOU Feel free to contact us if you have any questions! 91APP