modern relationships: machines and the pursuit of meaningful customer relationships
TRANSCRIPT
#RelateLive
Modern RelationshipsMachines + the pursuit of meaningful customer relationships
Jason MaynardZendeskDirector, Data and Dating Analytics
@channelthetiger
Adrian McDermottZendeskSVP, Product Development
@amcdermo
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
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”
“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
Slide TitleSubtitle text
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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