OUR ZUORA COMMUNITY Marlene Lee Summers VP, Global Support Agenda - - PowerPoint PPT Presentation

OUR ZUORA COMMUNITY

Marlene Lee Summers VP, Global Support

An Introduction to Zuora Agenda

What is the Zuora Community? Benefits of the Community Integrations Specialized Programs Walk-Through Demonstration Next Steps

WHAT IS THE ZUORA COMMUNITY?

The Destination for Our Customers and Partners

• Discover "just-in time solutions" to questions through knowledge

sharing and collaboration

• Contribute and vote on product ideas
• Learn about new product releases
• Power your subscription business and grow your Zuora expertise

ZUORA ROLES

• Community Manager
• Global Support Agents
• Product Managers
• Subject Matter Experts (ZMEs)
• Customer Success Managers
• Zuora Employees

COMMUNITY ROLES

CUSTOMER ROLES

• Customers
• Partners Implementers
• Integrators
• Subscribers

BENEFITS OF COMMUNITY

Benefits to our Customers

Self-Service Support Product Innovation Promote Updates

Solutions when you need them - from Zuora, your peers and the world Offer and vote on ideas to impact product roadmap Awareness about new features, benefits, value & application updates

Benefits to Zuora

Brand Identity Ticket Deflection Content Aggregator

Integrated visual experience with corporate branding Cost per Support Ticket = $50 Reduce tickets = Save $$$ Bring together sources of knowledge and information

INTEGRATIONS

Zendesk Integration – How It Works

Post Created

Post created by a non-prospect or non-admin user Post has no initial response within 48 hours Zendesk ticket automatically created Support answers Zendesk ticket Answer goes back to Community as a response Answer is auto- selected as accepted answer

No Response Ticket Created Ticket Answered Answer Posted Answer Accepted

Knowledge Center - Federated Search

SPECIALIZED PROGRAMS

• 1. REPORTING LA PROGRAM

Develop and foster the private Business Insights Limited Availability Program board for tenants to share ideas, provide feedback and receive updates on the latest releases and feature updates.

• 2. PARTNER COMMUNITY INTEGRATION

Identify Partners in the Community to collaborate, contribute and showcase skills to Community members and be guided into a position of self-service.

User-Targeted Programs

Encourage Collaboration in the Community

• 3. USER GROUPS

Allow user focus group participants to give additional feedback and ask questions from their experience.

ABOUT USER GROUPS

USER GROUP REGIONS

• New York
• San Francisco Bay Area
• Boston
• London
• Stockholm
• Paris
• Munich
• Virtual Group

WHAT TO EXPECT

• Live events
• Connect & collaborate locally
• Keep the discussion going post-event

There are several ways to engage in Community User Groups

USER GROUP PARTICIPATION

SHARE YOUR EXPERTISE Are customers overlooking key elements? Write a “Best Practice” post JOIN THE DISCUSSION See a post on a familiar topic? Chime in and share your knowledge SHARE YOUR IDEAS & FEEDBACK Share a feature request or Create a FAQ post GIVE KUDOS TO INSIGHTFUL POSTS Register, subscribe to announcements and participate in the Community

ZUORA COMMUNITY AT SUBSCRIBED

Case Study: Zendesk

“Community Kickoff” Training

• Walk through Registration
• Post & Search for Ideas/Questions
• Subscribe to Boards
• Engage with others (Kudos, etc.)

Provides Opportunity to...

• Build connections
• Put a face to the product
• Give direct input to PMs, Support
• Share Community experiences

Interactive demonstration of the Community’s value to Customers who are eager to receive training

LUNCH-AND-LEARN HANDS-ON COMMUNITY TRAINING

Case Study: Zendesk

Zuora Community Booth

• Positioned next to event

registration for attendees to also register for the Community

• Provide Zuora-branded swag only

available at our Community booth

• New Community badge for

Community registration on dates

• f Subscribed 2016

Every attendee should leave Subscribed 2016 as a registered Community member

SUBSCRIBED COMMUNITY BOOTH

• Login/Registration
• Searching for Posts
• Discussion Forums
• User Groups
• Announcements
• Posting Messages
• Bookmark/Subscribe
• Private Messages
• Ideas
• Reporting Posts

WALK-THROUGH DEMONSTRATION

Register Today

Community.Zuora.Com