modern relationships: machines and the pursuit of meaningful customer relationships

#RelateLive

Modern RelationshipsMachines + the pursuit of meaningful customer relationships

Jason MaynardZendeskDirector, Data and Dating Analytics

@channelthetiger

Adrian McDermottZendeskSVP, Product Development

@amcdermo

Send an email with a question about Zendesk to:

jmaynard@support.zendesk.com

In the past, people married out of need. Marrying for love was a luxury.

Today, singles and consumers have more choices. More choices means more complication.

i <3 d8ta p0rn

The Data Science of Relationships

km

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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”

“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”

“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

Who asked the question with the lowest score?

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

The Guardian 1st Aug 1999

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Boomerang

Four Dating Tips for Business

It’s Not What You Do, It’s What You

SayActions 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

SnowflakesPersonalize service for

your customers“Hi”

Thanks :]

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