Zendesk for Manufacturing: How to Boost Customer Satisfaction and Reduce Churn

Learn how AI and automation are transforming customer support and experience in the manufacturing industry.

1. Zendesk for Manufacturing How to Boost Customer Satisfaction and Reduce Churn

2. Housekeeping 30-minute presentation with Q&A Type questions into the "question box" to submit them throughout the presentation We'll send a copy of the deck and recording of the webinar in follow-up emails after the event Some key items before we get started

3. Agenda 01 The Rise of Intelligent CX 02 Key Trends for CX Leaders in Manufacturing 03 A Chat with Hanwha Vision 04 Audience Q&A 05 Next Steps

4. Meet the Speaker Vice President of CX  BrainSell Garrett Hogan

5. About BrainSell The Growth Enablement Company Blueprint for Digital Transformation People Process Mapping Change Management Technology Data for Better Business Decisions Modern Data Platform Unified Reporting Executive Dashboards Software CRM, MA and CX ERP Sales Intelligence We help companies grow and scale.

6. Zendesk’s 6th annual CX trends research found that 2024 is a year of massive transformation driven by rapid advancements in AI & emerging technologies. CX leaders are already taking steps to stay ahead of these advancements Data from CX Trends 2024 comes from two sources, which include a global survey of 2,500 consumers across 20 countries and a second global survey of nearly 4,500 business respondents. 59% of consumers believe the way they interact with a company will completely change within 2 years. 80% of consumers expect agents to assist them with service, sales, and support during chat- based interactions. 64% of CX leaders are increasing their investments in evolving their chatbots. 61% of CX leaders are struggling to keep pace with the legal & regulatory requirements. 70% of CX leaders are rethinking their entire customer journey due to emerging tech.

7. NEXT GEN & IMMERSIVE EXPERIENCES Predictive agent management tools are finally eclipsing traditional methods Manufacturing leaders are transitioning to predictive agent management tools, emphasizing strategic foresight. Beyond just operations, these tools predict staffing needs, especially during seasonal fluxes, and guide skill development. By leveraging these insights, manufacturers enhance agent training, navigate product complexities, and ensure consistent, high- quality customer experiences. DATA & INTELLIGENT EXPERIENCES Businesses are heavily focused on being able to instantly modify user experiences, putting increased pressure on leveraging data in real time Manufacturers are elevating user experiences by harnessing real- time data analytics. Beyond just swift responses, the focus is on leveraging AI to foresee and address potential challenges or capitalize on opportunities. AI & INTELLIGENT EXPERIENCES Generative AI will accelerate the delivery of a more humanized journey that feels personable & interactive Generative AI is emerging as a pivotal tool in the manufacturing sector. Gen AI helps humanize interactions, offering nuanced product troubleshooting and in- depth guides. As manufacturing pivots towards this innovation, leaders must invest in it and embrace its diagnostic, context- aware capabilities. 67% 74% of manufacturing leaders are increasing the budget for generative AI in CX. of manufacturing organizations are actively investing in technologies that automatically capture and analyze intent signals. The top 3 trends set to have the biggest impact on manufacturing Sample: 550 manufacturing CX leaders

8. Amplifying human agent capabilities via agent- specific tools that enhance service quality. Empowering consumers to engage at their desired depth in every interaction. Streamlining support, merging efficiency with genuine understanding. Providing conversational interactions across touchpoints. Personalizing interactions quickly via real- time data analysis and adaptive algorithms. of CX leaders believe generative AI can help humanize digital interactions. of consumers feel most companies are lagging in harnessing Gen AI within their service capabilities. 69% 66% AI & INTELLIGENT EXPERIENCES: TREND 1 Generative AI will accelerate the delivery of a more humanized journey that feels personable & interactive WAYS GEN AI WILL ACCELERATE THE DELIVERY OF A MORE HUMANIZED JOURNEY

9. Upgrading agent toolkits with real- time insights & data analytics for personalized service. Delivering proactive service to address issues before they arise. Cultivating AI- enhanced self- service channels for instant, tailored interactions. Connecting cross- functional data sources to enhance CX tools; fueling AI and personalized experiences. Investing in scalable, automated intent and sentiment tracking systems. investing in tech that automatically captures and analyzes intent signals. CX leaders feel they are lagging behind in providing more instant experiences. 70% 62% DATA & INTELLIGENT EXPERIENCES: TREND 2 Businesses are heavily focused on being able to instantly modify user experiences, putting increased pressure on leveraging data in real time of orgs are actively WHAT CX LEADERS ARE PRIORITIZING TO DELIVER INSTANT & TAILORED EXPERIENCES

10. Improved staffing predictions align with customer demand. Predictive tools fast- track support to a profit- driven department, driving notable ROI. Bridging operational tasks with departmental strategic goals. Skill development insights elevate agent performance. Reduced wait and handle times heighten customer satisfaction of CX leaders plan to increase their budget for more strategic agent management tools. of orgs who already use more strategic agent management tools see a positive ROI. 75% 63% NEXT GEN & IMMERSIVE EXPERIENCES: TREND 3 Predictive agent management tools are finally eclipsing traditional methods BENEFITS CX LEADERS ARE SEEING FROM PREDICTIVE AGENT MANAGEMENT TOOLS

11. CX leaders are not holding back, they are placing for big bets for intelligent CX As Intelligent CX & AI becomes an integral part of the customer experience landscape, CX leaders are strategically positioning their organizations for success. 75% of CX leaders are collaborating with external partners to evolve customer data privacy in their CX operations. 89% of orgs Will have implemented conversational commerce within the year. 83% of orgs who are already using generative AI in CX report a positive ROI . 61% of CX leaders cite a lack of necessary software as a major barrier in their move towards strategic agent management – an issue they looking to solve 73% are increasing their AI in CX budget for ‘24 focusing on gen AI & AI- powered agent tools.

12. 286% total ROI over 3 years seen by a composite Zendesk customer with payback in <6 months* 90% of Zendesk customers who have adopted generative AI tools report a positive ROI . Zendesk customers are 2X more likely to strongly believe they have the correct tools in place to use AI/bots at scale. Agents who use Zendesk are 2.7X more likely to report satisfaction with the generative AI tools they have. Zendesk brings a powerful combination of AI innovation & deep CX expertise to assist compan ies in unlock ing the power of intelligent CX *Based on Forrester Consulting TEI study evaluates the ROI of Zendesk

13. A Chat with Hanwha NATHAN CASSELLA DIRECTOR OF TECHNICAL SUPPORT

14. Audience Q&A Have questions? We have answers.

15. Special Offer Schedule your custom demo and free trial of Zendesk for Manufacturing Experience Intelligent CX in Action Or email us at [email protected] with your availability.

16. THANK YOU FOR JOINING US! [phone] [email protected] www.brainsell.com