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Lithys 2017: Zuora - Digital CX All-Star

Lithys 2017: Zuora - Digital CX All-Star

Lithys 2017: Zuora - Digital CX All-Star

Customer experience has always been Zuora Support’s focus and priority demonstrated by our 96% CSAT score. Before the Zuora Community, our customers were not able to easily find solutions to frequently-asked-questions that were asked in support tickets.


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Company: Zuora

Entry submitted by: Lana Lee (community manager)

Community/Social Channels:  http://community.zuora.com; https://www.linkedin.com/company/zuora; https://www.linkedin.com/showcase/10543973; https://twitter.com/Zuora; https://twitter.com/ZuoraSupport; https://www.facebook.com/zuora

Lithy category: Digital CX All-Star

 

 

Zuora: Digital Customer Experience

Customer experience has always been Zuora Support’s focus and priority demonstrated by our 96% CSAT score. Before the Zuora Community, our customers were not able to easily find solutions to frequently-asked-questions that were asked in support tickets. Since our Community’s launch in 2016, we are now able to share all of our “Customer Solutions Articles” (CSAs) and make them publicly accessible for our customer’s reference and any continued discussions. Our customers seldom have any issues finding solutions in the Community as Google accounts for a referral average of 60% of all traffic, indicating that our SEO is excellent! Similarly, our CSAs have approximately 2500 views/month with rare cases of follow-up questions or requests for more information; every CSA read is a support ticket deflected!


We also ensure that no answer goes ignored and with our Community’s Zendesk integration, any question without a first response in a specified time will auto-generate a Zendesk ticket. Very few posts go unanswered, but when they do generate a ticket, our integration allows agents to post the resolution in the ticket, back to the Community

 

The benefits of having both a community and a social media management platform

Having a presence on social media allows the Zuora Support organization easily accessible to our customers. Now that everyone is mobile, it is important for us to be where our customers are; if they have difficulty finding a way to reach out to us, we are doing them a disservice and, in the end, they will likely go elsewhere to express their dissatisfaction.


Our Twitter account (@ZuoraSupport) is used to promote Community content and we also receive tweets from Customers whose issues need addressing. One example is when a customer shared an incongruent in one of our reference documents via tweet. We asked him to share his discovery in the Community where we tagged the document owner who immediately followed up and fixed the issue.

 

The results

Zuora Global Support maintains a 96% CSAT score and we have support coverage 24/7. With the Community, our Customer Solutions Articles (CSAs) address frequently-asked questions from customers. An average of 2500 CSAs are viewed in the Community each month and we can easily say that a ticket is deflected for each CSA read. Our strategy of posting common customer solutions in the Community is a win-win situation as it not only allows agents to work on more difficult issues, but it also saves our organization close to $500,000/month (an annual savings of approximately $6M from 2016 to 2017).

 

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