Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Guy Nirpaz | June 5, 2012 | Zendesk Uses Totango For Trial Marketing and Lifecycle Marketing “We have been very happy with Totango. We are continually discovering new uses for the product to improve our marketing as well as our customer engagement.” – Jeff Wiss, Zendesk, Vice President of Demand Generation Customer success within a customer service platform – that’s what Totango and Zendesk achieved together. Using insights from their respective services, Zendesk developed two campaigns for trial marketing and lifecycle marketing, to keep trial and paying users engaged with their customer service software. Trial Marketing The goal during the trial period was to get prospects to successfully experience key functionality in Zendesk by getting users to complete the following tasks (which made them more likely to purchase when the trial ended): ● Sending and receiving test tickets ● Inviting additional customer service agents to use the trial ● Branding their Zendesk customer service portal After the initial “Getting Started” email, rather than setting time-based triggers, Zendesk implemented email triggers based on the user’s activities in the trial. Totango tracked these user actions (i.e. send a ticket, invite agents, customize Zendesk) and triggered email campaigns to encourage the completion of specific tasks not yet done. Lifecycle Marketing Internally, Zendesk has also been exploring customer success campaigns based on user activities. Customer service agents who respond to multiple customer inquiries with similar answers would receive a message suggesting they consider using Zendesk’s macro feature, greatly enhancing their productivity. By applying customer success management to its customer service platform, Zendesk has created a recipe for success! Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,902 views The difference between Customer Success Managers and Account Managers 12,963 views Your 90 day plan as a new VP of Customer Success 5,518 views Guy Nirpaz Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges. Pingback: Catching Up With Totango, May Has Been An Exciting Month!() Pingback: Episode 59: Zendesk & Totango with Sam Boonin | Beyond Web Analytics!() You might also like You might also likeTen Reasons Your Organization Needs Totango, the Leader in Customer Success ManagementWhen Is The Right Time For a Customer Success Solution?Totango Named a Finalist in Three Categories for 2016 CODiE Awards BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.