This document discusses OpenDNS's transition to using Zendesk for customer support over the past year. Some key points: - OpenDNS migrated from an in-house helpdesk to using Zendesk in under 3 months to support the launch of their new Umbrella cloud security service. - Zendesk has allowed them to streamline support processes, gain customer intelligence, and integrate support into their product dashboard. - While there have been some growing pains with customization and content control, OpenDNS has been able to maintain branding and see improvements in customer satisfaction rates and support metrics. - OpenDNS is now using Zendesk to support both consumer and enterprise products, and is looking forward

1. How we met, how it’s going, future plans
Scott Cressman, Product Manager - OpenDNS

2. Scott Cressman
@scott_cressman
Product Manager
Located:
• Vancouver, Canada
Experience:
• 10+ years in security
• 7+ years in Product
Management
• 3+ years in Support &
Professional Services

3. Located:
• Boise, Idaho, USA
Experience:
• 4 year @ OpenDNS
• 10+ years in DNS
• 15+ years in
Support/Customer
Service
• Hobby Programmer
since QBASIC
• Wrote 1st
Zendesk/PHP API
library
Senior Support Manager
@tresni
tresni
tresni

4.  
OpenDNS began as a free DNS service

5.  
Who is OpenDNS…
PLANNEDTODAY

6.  
Who is OpenDNS…

7.  
Who is OpenDNS…

8.  
Umbrella is a New Cloud Security Service from OpenDNS…

9.  
Umbrella secures across a distributed & mobile workforce

14. 1 year ago…
The goal: Introduce
• Build a new suite of products
• Build a brand new management UI
• Launch the new brand
…in 6 months

15. • 9-5 Pacific email support only
• Phone support only for a select
few customers
• Running our own homegrown
forums, knowledgebase, feature
request system (IdeaBank)
• Email support using a local
instance of Cerberus – no web
interface for customers

17. NOP
E!!!!

18. 1. Cloud-based Helpdesk ticketing system that:
• Improves customer experience
• Gives us intelligence we can manage by
• Replaces Cerberus (first for Enterprise, later for
Consumer).
2. Cloud-based documentation & knowledgebase
with user forums & feature requests that can
integrate with our Web Dashboard.
3. Deliver v1 in less than 3 months (in time for the
Umbrella launch).

20. • Focused only on Umbrella (e.g. enterprise)
• Support began using Zendesk for all Umbrella-
related tickets and beta-tested in the weeks
leading up to launch
• Using SSO, integrated support portal into our
Dashboard (will show you shortly)
• Seeded small amount of valuable
documentation

21. • Customers wouldn’t be able to track their tickets
• We’d still have no idea how we’re doing (and
how to improve) in Support
• Have no home for supporting content for the
product (e.g. searchable documentation/KB)
• No customer community
• …It would NOT have been pretty

23. • Streamlining
support processes
• Scratching the
surface on
analytics
• Next month:
Adding a full-time
resource dedicated
to content creation
& management

24. • Both Umbrella & Consumer products:
– Supported through Zendesk (email & web portal)
with their own custom workflows and tiers/teams
– Have their own branded instances of
documentation, KB, feature requests
– Zendesk + Good Data provide stats & metrics that
are helping us improve our products & service
– Integrated into our SalesForce instance

28. Using anything but Enterprise
• Multi-brand management & unlimited light
agents forced us to upgrade from Plus to
Enterprise.

29. Flexible ticketing system
• We’re able to define our roles and customize
our workflow accordingly to optimize
coverage and response time.

30. Multi-Brand Management
• Hub-and-spoke model too restrictive and
we’ve had to do some custom
JavaScript/CSS to achieve multi-branding.
(Looking forward to improvements here!)

31. Fast integration
• We were able to integrate Zendesk with our
product and processes VERY quickly with
little Engineering effort.

32. Content control
• Not enough granularity to control exactly
who sees what content (it only works on a
forum-level granularity).
(Looking forward to improvements here as well!)

33. Branding/Customization
• We were able to maintain a consistent
experience from the product into Zendesk
with a small Engineering effort.

34. Feedback Tab
• Generates too many support requests
• We want to funnel people through content
first, and understand where they are coming
from at the same time…

35. Integration with SalesForce
• We’ve successfully integrated with our
SalesForce instance; it was easy and it works
great!
(new integration didn’t work for us though)

36. Customizing content
• Currently you must log in to view Umbrella
content, and you will only see content for
products you are licensed for.
• Considering making everything public

37. Satisfaction Ratings
• We've gone through 4 iterations of
how/what to send & when.
• We now get ~40% response rate to our
rating requests.

44. • Anxiously awaiting some of the new Zendesk
features:
– Help Center (beta looks good!)
– Improved support for multiple instances (branding)

45. Looking for guidance & experiences here:
• How to beta or A/B test with select group of customers?
• Settings expectations and organizing teams with respect to
voice & chat?
• Impact on support load with the introduction of voice & chat?
SOCIAL MEDIA