from transactions to relationships; from sales to service (relate live london)
TRANSCRIPT
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#RelateLive
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Matt PriceZendesk SVP, Emerging Businesses
@_Matt_Price
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Promoter Economy
New Business Models
Conscious Consumers
Global Trends
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Loyalty drives Revenue Growth
2 Years
1 Year
Aggregate Revenue
>2xRevenue
15% Churn
5% Churn
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Transactions Relationships
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Key Performance Indicators
Metrics• Click throughs • Conversion • ASP • Resolution time • Etc …
vs.
Relationships• LTV • % Promoters • % Detractors • Etc…
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Satisfied customers promote brands
Detractors Passives Promoters
62%Promoters
70%Detractors
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1yr
6yr
Great Customer Experience increases Lifetime Value
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Customer Service holds the key
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Two personas to build partnerships with
REV DEV&
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What Rev thinks when you come around
Oh f*@k! My website is broken!
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What Rev Cares About …
• Site Visits • Conversions • CAC • Marketing ROI
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Search Optimisations
“I sell to you”
“We help you”
¢
$ $$
Main webpage Help Center + CTA
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Long tail searches
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Calls to Action
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Lookalike Audience
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Exclude Audiences
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What Dev thinks when you come around
Oh s*#t! My app is broken!
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• Quality • The Backlog • User Insights • App Store Ratings
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Managing App Store Ratings
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Managing App Store Ratings
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Dave DysonZendesk Senior Customer Service Evangelist
@dave_dyson
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Rate My AppZendesk Mobile SDK - iOS and Android
Receive and respond to customer feedback – before it becomes a
negative app rating
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Google Play integrationCustomer View
Responses appear in the Google Play Marketplace app review
Reviews appear as tickets in your Zendesk
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Google Play integrationAgent View
• Prioritize tickets based on the severity of the review or other ticket information
• Leverage views, macros, and triggers to increase agent efficiency
• Create custom reports to measure metrics such as response time, resolved tickets, and star rating improvement
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CSAT Promoter/Detractor lists
• A drop-down User Field keeps track of the most recent Satisfaction response for each customer
• Triggers will set the field automatically
• Customer Lists will display the lists
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CSAT Promoter/Detractor listsTrigger setup
• When a ticket’s Satisfaction is changed to Good (or Good with Comment), the User Field is set to “Promoter”
• A separate trigger mirrors this for “Bad” responses.
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CSAT Promoter/Detractor listsCustomer Lists setup
With the User Field and triggers in place, the Customer Lists are trivial to set up
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NPS Survey setup
• Choose recipients by using an existing Customer List, uploading a CSV file of users, or automating via API
• Customize your survey with your logo and colour
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NPS Promoter & Detractor lists
• Customer Lists let you easily separate Promoters from Detractors
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SEO Basics for Help Center
Do’s: • Authoritative, relevant content • Easy, fast navigation
Don’ts: • Keyword stuffing • Backlinks
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Build a Relationship
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#RelateLive