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Modern relationships: machines and the pursuit of meaningful customer relationships

Predictive analytics and machine learning models are the next steps in managing customer satisfaction. At Relate Live in NYC, Adrian McDermott, SVP of Technology, and Jason Maynard, Director of Data and Analytics at Zendesk, walked us through how technology has not only changed the dating world for your love life, but they have changed how businesses predict customer happiness and improve relationships with their customers.

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Modern relationships: machines and the pursuit of meaningful customer relationships

  1. 1. MODERN RELATIONSHIPS: Machines + the pursuit of meaningful customer relationships #RelateLive
  2. 2. LIVE #RelateLive ADRIAN MCDERMOTT SVP, Product Development JASON MAYNARD Director, Data and Dating Analytics
  3. 3. 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.
  4. 4. LIVE #RelateLive In the past, people married out of need. Marrying for love was a luxury.
  5. 5. LIVE #RelateLive Today, singles and consumers have more choices. More choices means more complication. LIVE #RelateLive
  6. 6. LIVE #RelateLive i <3 d8ta p0rn
  7. 7. LIVE #RelateLive The datascienceoflove Source
  8. 8. LIVE #RelateLivekm Source Source
  9. 9. LIVE #RelateLive
  10. 10. LIVE #RelateLive Fourdatingtipsforbusinesses 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”
  11. 11. LIVE #RelateLive 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
  12. 12. LIVE #RelateLive 68% 70% 72% 74% 76% 78% 80% 82% 84% 0 5 10 Interactionsthatendedwithahappycustomer Number of agent replies
  13. 13. LIVE #RelateLive 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”
  14. 14. LIVE #RelateLive Companies Customers “ ” “ ” “Hi”
  15. 15. LIVE #RelateLive “Hi”
  16. 16. LIVE #RelateLive 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 not Sent at 7:01 Sixteen minute gap
  17. 17. LIVE #RelateLive 65% 70% 75% 80% 85% 90% 0 10 20 30 40 50 Interactionsthatendedwithahappycustomer Hours between agent responses
  18. 18. LIVE #RelateLive
  19. 19. LIVE #RelateLive Machinelearningwillchange customerrelationships
  20. 20. LIVE #RelateLive % PREDICTIVE MODEL ticket text comments channel priority time metrics firstreplytime fullresolutiontime requesterwaittime effort metrics replies reopens reassignments do something! prioritizetickets drivebizrules triggerintegrations “Hi”
  21. 21. LIVE #RelateLive Whoaskedthequestion withthelowestscore? Source
  22. 22. LIVE #RelateLive “Bill’s a hard dog to keep on the porch” Source
  23. 23. LIVE #RelateLiveSource
  24. 24. LIVE #RelateLive
  25. 25. LIVE #RelateLive
  26. 26. LIVE #RelateLive Fourdatingtipsforbusinesses 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”
  27. 27. LIVE #RelateLive Send an email w/ a question about Zendesk to: jmaynard@support.zendesk.com
  28. 28. THANKS #RelateLive

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