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How Zendesk generated 61 sales qualified opportunities out of 2000 untouched leads in 6 weeks

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    2,000+

    leads engaged through contextual conversations

    61

    sales-ready meetings generated within 6 weeks

    2

    AI assistants activated across SEA and ANZ market

2,000+

leads engaged through contextual conversations

61

sales-ready meetings generated within 6 weeks

2

AI assistants activated across SEA and ANZ market

Company

Zendesk is a global leader in the customer service software space. A publicly listed multinational company, Zendesk has over 2,000 employees and 119,000 paying customers in 150 countries as of 2017.

www.zendesk.com

Industry

Customer Service Software, SaaS 

Headquarters

San Francisco

The Customer

Zendesk Inc. is a Danish customer service software company headquartered in San Francisco.


They provide a suite of customer service and support apps to improve customer interaction across email, phone, chat, social media and other channels for SME and enterprise customers from all around the globe.

The Challenge

Marketing generated more leads every month than the sales team could adequately follow up with

Zendesk was faced with a challenge: while their marketing team was able to generate tons of leads every month, a huge percentage of them were not being converted into SQLs.

Leads were generated through a variety of channels - events, trial signups, white-papers and case study downloads. Although they invested significant budget and resources in demand generation, only a small percentage of highly scored and responsive MQLs were engaged and followed up with by the sales team due to a lack of bandwidth.

Leads that had potential for sales opportunities, like lower scored MQLs and high-fit dormant pre-MQLs, were left relatively untouched.

Zendesk wanted a more efficient way to scale lead engagement and generate more pipeline from their marketing generated leads without having to add additional headcount.

customer_zendesk_henrik

We managed to engage and secure sales conversations with leads that we would have never done anything with. Saleswhale has been a great addition to our marketing stack.

Henrik Petersen Director of Marketing

The Solution

Deploying Saleswhale's AI powered assistants (Clara in SEA and Amber in the ANZ market) was a game changer for Zendesk APAC. Their AI assistant allowed the APAC team to

Reach out to previously untouched leads from different sources (Trials, Events etc.) at scale with personalised two-way contextual conversations (Content offers, Re-activation, Escalation etc.)


Persistently, yet politely follow-up to get responses without letting any leads slip through the cracks.


Collect updated contact information and update their CRM with crucial contact data.


Seamlessly handover qualified leads to solutions consultants to schedule meetings.

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The Results

Within the first 6 weeks, Zendesk's AI bots, Amber and Clara, engaged with over 2,000 leads via contextual conversations - generating 61 meetings for the solutions consultants team across Australia, Singapore and New Zealand.  


The AI assistant helped Zendesk reach out and book meetings with leads that otherwise would have been left untouched.

 

Following the tremendous success of the pilot, Saleswhale is working with Zendesk to deploy more AI sales assistants for other regional marketing teams - across their product lines and additional use cases.

 

Amber and Clara now handles Zendesk APAC’s lower MQLs (B tier and downwards) and proactively engages and qualifies dormant pre-MQLs that their lead nurturing fail to convert.

 

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