modern relationships: machines and the pursuit of meaningful customer relationships (relate live...
TRANSCRIPT
#RelateLive
#RelateLive
Modern RelationshipsMachines + the pursuit of meaningful customer relationships
Brett AdamZendesk VP Engineering & MD ANZ
@bpjadam
Gabriele FamousZendesk VP, Global Product Marketing
@sffamous
In the past, people married out of need.
Marrying for love was a luxury.
LIVE
#RelateLive
Today, singles and
consumers have
more choices.
More choices
means more
complication.
i <3 d8ta p0rn
The Data Science Of Love
Predicting Successful Relationships Is Difficult
-42%
Four Dating Tips For Businesses
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“Hi”
Hey, well tell Donald Duck I say hello
Nah. I can’t do Friday. Lets talk next week
I would but have to go to Disneyland with my family :(
Will do!
Shit. I can’t Thursday, Friday?
Sushi on Thursday?
Nine days later
Hey! You out tonight?
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.
“Hi”
68%
70%
72%
74%
76%
78%
80%
82%
84%
0 5 10
Inte
ract
ions
that
end
ed w
ith a
hap
py c
usto
mer
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”
“
”
“Hi”
“Hi”
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?
Nah
Want to meet us?
Sent at 6:36Note the twenty minute gap here
See you at the comedy club
Sent at 6:56
Not a grump text at all
Sent at 7:17
Sixteen minute gap
Is that a grump text or not
Sent at 7:01
Ok just checkin :)
Sent at 7:17
65%
70%
75%
80%
85%
90%
0 10 20 30 40 50
Inte
ract
ions
that
end
ed w
ith a
hap
py c
usto
mer
Hours between agent responses
“Hi”
km
“Hi”
“Hi”
Machine learning has the potential to improve customer relationships
Answer Faster, Answer Smarter
Try Automatic Answers:
goto.zendesk.com/demo
Solving Questions in Three Simple Steps
goto.zendesk.com/demo
1A customer has a question
2Answers are suggested
3A ticket is solved
Instead of looking at the next ticket, one of many in the queue…
The Potential To Improve Customer Relationships
What if you could change your perspective?
The Potential To Improve Customer Relationships
If you knew which relationships were
most at risk…
The Potential To Improve Customer Relationships
What would you do differently?
TRIAGE
ESCALATE
VIP - CALL
The Potential To Improve Customer Relationships
With historical data we can predict the
future
The Potential To Improve Customer Relationships
Using the same relationship signals
The Potential To Improve Customer Relationships
Identify Relationships At Risk And Act
Using Satisfaction Prediction To Scale
Applying these dating tips to customer service
WORDS What is said and how it’s
said is important
EFFORT No one likes having to
work too hard to connect
TIMINGTiming is important, don’t make
them wait to hear from you
PERSONALIZATION Make each customer
feel unique“Hi”
Cheers!
#RelateLive