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Modern RelationshipsMachines + the pursuit of meaningful customer relationships

Jason MaynardZendesk Director, Data and Dating Analytics

@channelthetiger

Adrian McDermottZendesk SVP, Product Development

@amcdermo

In the past, people married out of need.

Marrying for love was a luxury.

Customer Service was personal, direct and local

Today, singles and consumers have more choices.

More choices means more complication.

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The Data Science of Relationships

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Prob ( )

0 1 3 7 15 63 255 1023 4095

Slide TitleSubtitle text

Slide TitleSubtitle text

Four Dating Tips for Business

“Hi”

It’s Not What You Do, It’s What You Say

Just Pop the Question Already

Playing Hard to Get is for Bozos

We’re All Special Snowflakes

Nine days later

Six days later

Hey - want to come with me to see the new exhibit at the Getty Saturday?

4 days later

Oh hiiii

Oh hi. I was just getting a christmas tree now.

I would but have to go to Disneyland with my family :(

Hey, well tell Donald Duck I say hello

Will do!

Nah. I can’t do Friday. Lets talk next week

Shit. I can’t Thursday, Friday?

Sushi on Thursday?

Hey! You out tonight?

“Hi”

68%

70%

72%

74%

76%

78%

80%

82%

84%

0 5 10

Inte

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ions

that

end

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Number of agent replies

“Hi”

“Hi”

Hi Rachel. Since I never got a chance to ask you to dance at Marissa and Chris’s wedding (I’m Chris’s old roommate from Purdue…), he gave me your number. I wanted to say hi and sort of “texty” introduce myself. Haha :-) Hope you had a great weekend… hope to chat with you soon!

Companies Customers

”

““Hi”

“

”

Sixteen minute gap

Don’t think so. Gotta get ready for show and having a quick glass of wine with Zach.

Sent at 6:34

You coming back to the hotel before going to the comedy club?

Want to meet us?

Nah

Ok just checkin :)

Not a grump text at all

Is that a grump text or not

Sent at 6:36Note the twenty minute gap here

See you at the comedy club

Sent at 6:56

Sent at 7:17

Sent at 7:01

Sent at 7:17

“Hi”

65%

70%

75%

80%

85%

90%

0 10 20 30 40 50

Inte

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that

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mer

Hours between agent responses

“Hi”

“Hi”

Satisfaction Prediction

Time Metrics • first reply time • full resolution time • requester wait time

Ticket Text • comments • channel • priority

“Hi”

Effort Metrics • replies • reopens • reassignments

%Do Something! • prioritize tickets • drive biz rules • trigger integrations

“Bill’s a hard dog to keep on the porch.”

The Guardian 1st Aug 1999

Boomerang

Support agents get a lot of thank you’s from customers, but each “thank you” reopens a ticket

Decreased performance Re-opened tickets

increase total resolution time for an agent

Wasted time On average, an agent

spends 5 secondsre-solving a ticket

No “Thank You”

• Thanks, but I am still confused. = 64% • Thank you, can I ask another question? = 26%

• Thank you, but this is not what I was asking. = 25%

• I still need your help = 23% • Hello, any update on this? = 4%

• Thanks! = 98% • Thank you = 92% • Thank you for your help! = 92% • Cheers mate. Really appreciate your help. = 81%

• You’re super helpful. Thanks! = 75%

Will Solve Ticket

100% - 75%

Will Re-Open Ticket

74.999% - 0%

Four Dating Tips for Business

It’s Not What You Do, It’s What You Say

Actions may speak louder than words, but words are

still really important

Just Pop the Question Already

Nothing causes the spark to fizzle faster than too much

blather

Playing Hard to Get is for Bozos

Timing is important, let her know what is going on

We’re All Special Snowflakes

Personalize service for your customers“Hi”

Thanks :]

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