2018 CUSTOMER SERVICE INITIATIVE A Day in the Life of Customer

2018 CUSTOMER SERVICE INITIATIVE A Day in the Life of Customer Service Spend a day in customer service Achieve our retention goals

Executive Summary Increase Retention Increase retention from 76% to 81% Business Value 4.5 million annually Investment How Each department crosspollinates with CS Each department spends "day in the life" of CS CloudApp Customer Service Initiative Template Departmental time investment Customer service time investment Investment of exec team time to review plans/updates No net capital investment needed

Goals Amplify what works and aligns with our goals. 1 2 Expand on Success In Q4 we delivered 3 product improvements that were added to the Roadmap. In Jan we identified and “treated” 10 at-risk accounts. Operationalize 3 2018 Retention Goal CloudApp Customer Service Initiative Template Each department gets structure to connect with customers. No matter what the corporate initiative. We have alignment that retention is essential This plan provides focal point to make it happen

The Big Idea Organizational-wide customer service. Customer Service is a Mindset Customer Insight Lives Here Not just a department. Marketing, Sales, Product and Customer Service all touch the customer We field 75,000 interactions per year Product issues, use cases, up-sell opps CloudApp Customer Service Initiative Template Empathy AND Data Insights by mining data for insights, by dept. Context to insights by fielding CS inquiries Field customer inquiries to understand customers

“Customer Service is the new marketing, it is the new sales, and this is where we anchor the relationship with the customer.” Mikkel Svane, CEO & Founder of Zendesk CloudApp Customer Service Initiative Template

Investment Options 3 options for levels of investment for each department. 1 2 3 Explore 1 person fields customer service inquiries 4 hours Field customer inquiries. Better understand type of information that can be gathered Pilot 2 people work customer service inquiries 10 hours Develop plan, field customer inquiries, summarize and present findings Rollout 4 people work customer service inquiries 22 hours Same as #3 but 3 people participate CloudApp Customer Service Initiative Template

Action Plan 2 months from agreement to presentation of findings. Commit from department s Feb 3 Present Strategy Feb 28 Session #2 Mar 14 Start Present Findings Apr 7 End Complete Strategy Template Feb 21 CloudApp Customer Service Initiative Template Session #3 Mar 21 Session #1 Mar 7