Focus on Innovation segmentation opportunities and customer activity While we added many new products to our history for our Support customers as well as family in 2017, our development efforts in 2018 power proactive campaigns across web, email, are focused both on continuing new product and mobile channels. development and delivering enhancements for Zendesk Explore also continues to progress. This our existing products. new customer analytics product will supplement An example of this strategy is Answer Bot, our current Insights and Benchmark capabilities— our first machine learning product to directly both of which we plan to expand while Explore is monetize our data assets. A paid add-on to our in development. Explore’s modern architecture Guide product, Answer Bot continues to gain will give our customers better decision-making traction within our customer base, and we have power by combining Zendesk data with external Answer Bot data sources for a broader, more integrated rolled out new features to enhance the customer picture of the entire customer data set. The good kind of experience. In January, we launched Answer know-it-all Bot for Web Forms, allowing it to work in more customer touchpoints and handle more requests. Answer Bot increases self-service efficiency by responding to customers’ questions with relevant knowledge base articles. In addition, Answer Bot is now available in both Spanish and Portuguese. We expect to add additional channels and languages this year. Meanwhile, we are continuing our development of two new products—currently in early access programs—that we believe will deliver greater innovation for our customers and expand our market opportunities in the longer term. The Outbound technology we acquired last year has been folded into our development efforts for Zendesk Connect, a product that we believe will open more opportunities for us to address the customer experience beyond traditional customer service. Connect will initially offer new customer Zendesk Shareholder Letter Q4 2017 - 8