modern relationships: machines and the pursuit of meaningful customer relationships
TRANSCRIPT
MODERN RELATIONSHIPS:
Machines + the pursuit of meaningful customer
relationships
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ADRIAN MCDERMOTTSVP, Product Development
JASON MAYNARDDirector, Data and Dating Analytics
This blew my mind:The pursuit of relationships for modern singles is so similar to the pursuit of meaningful relationships between businesses
and customers. Many times complicated.
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In the past, people married out of need.
Marrying for love was a luxury.
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Today, singles and consumers have more choices.
More choices means more complication.
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i <3 d8ta p0rn
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The data science of love
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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”
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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
Six days later
Hey - want to come with me to see the new exhibit at 4 days later
Oh hiiii
Oh hi. I was just getting a christmas tree
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68%
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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!
“Hi”
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Companies Customers
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“Hi”
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“Hi”
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Don’t think so. Gotta get ready for show and having a Sent at 6:34
You coming back to the hotel before going to the
Want to meet us?Sent at 6:36
Nah
Note the twenty minute gap here
See you at the comedy club.Sent at 6:56
Ok just checkin :)Sent at 7:17
Not a grump text at all.Sent at 7:17
Is that a grump text or notSent at 7:01
Sixteen minute gap
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Hours between agent responses
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Machine learning will change customer relationships
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%
PREDICTIVEMODEL
ticket textcommentschannelpriority
time metricsfirst reply timefull resolution timerequester wait time
effort metricsrepliesreopensreassignments
do something!prioritize ticketsdrive biz rulestrigger integrations
“Hi”
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Who asked the question with the lowest score?
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“Bill’s a hard dog to keep on the porch”
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Four dating tips for businesses
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”
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Send an email w/ a question about Zendesk to:
THANKS
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