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#RelateLive
#RelateLive
Modern Relationships
Machines + the pursuit of meaningful customer relationships
Brett Adam
Zendesk
VP Engineering & MD ANZ
@bpjadam
Gabriele Famous
Zendesk
VP, Global Product Marketing
@sffamous
In the past, people
married out of
need.
Marrying for love
was a luxury.
LIVE
#RelateLive
Today, singles and
consumers have
more choices.
More choices
means more
complication.
i <3 d8ta p0rn
The Data Science Of Love
Predicting Successful Relationships Is Difficult
-42%
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 ...
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 wi...
68%
70%
72%
74%
76%
78%
80%
82%
84%
0 5 10
Interactionsthatendedwithahappycustomer
Number of agent replies
“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 fr...
Companies Customers
”
“
“Hi”
“
”
“Hi”
“Hi”
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 ...
65%
70%
75%
80%
85%
90%
0 10 20 30 40 50
Interactionsthatendedwithahappycustomer
Hours between agent responses
“Hi”
km
“Hi”
“Hi”
Machine learning has the potential to
improve customer relationships
Answer Faster, Answer Smarter
Try Automatic Answers:
goto.zendesk.com/demo
Solving Questions in Three Simple Steps
goto.zendesk.com/demo
1
A customer has a question
2
Answers are suggested
3
A tick...
Sign Up For
Early Access:
zendesk.com/automatic
Instead of looking at
the next ticket, one of
many in the queue…
The Potential To Improve Customer Relationships
What if you could
change your
perspective?
The Potential To Improve Customer Relationships
If you knew which
relationships were
most at risk…
The Potential To Improve Customer Relationships
What would you do
differently?
TRIAGE
ESCALATE
VIP - CALL
The Potential To Improve Customer Relationships
With historical data
we can predict the
future
The Potential To Improve Customer Relationships
Using the same
relationship signals
The Potential To Improve Customer Relationships
Identify Relationships At Risk And Act
Using Satisfaction Prediction To Scale
Applying these dating tips to customer service
WORDS
What is said and how it’s
said is important
EFFORT
No one likes havin...
Cheers!
#RelateLive
Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)
Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)
Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)
Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)
Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)
Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)
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Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)

Gabriele Famous, VP of Product Marketing and Brett Adams, Head of Engineering and Managing Director ANZ, Zendesk

Predictive analytics and machine learning models are the next steps in managing customer satisfaction. In this talk, you’ll learn how these innovative technologies will help businesses predict customer happiness and improve relationships with their customers.

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Modern Relationships: Machines and the pursuit of meaningful customer relationships (Relate Live Sydney)

  1. 1. #RelateLive
  2. 2. #RelateLive Modern Relationships Machines + the pursuit of meaningful customer relationships
  3. 3. Brett Adam Zendesk VP Engineering & MD ANZ @bpjadam Gabriele Famous Zendesk VP, Global Product Marketing @sffamous
  4. 4. 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.
  6. 6. i <3 d8ta p0rn
  7. 7. The Data Science Of Love
  8. 8. Predicting Successful Relationships Is Difficult -42%
  9. 9. 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”
  10. 10. 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 tonight? 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. “Hi”
  11. 11. 68% 70% 72% 74% 76% 78% 80% 82% 84% 0 5 10 Interactionsthatendedwithahappycustomer Number of agent replies “Hi”
  12. 12. “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!
  13. 13. Companies Customers ” “ “Hi” “ ”
  14. 14. “Hi”
  15. 15. “Hi” 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? Nah Want to meet us? Sent at 6:36 Note the twenty minute gap here See you at the comedy club Sent at 6:56 Not a grump text at all Sent at 7:17 Sixteen minute gap Is that a grump text or not Sent at 7:01 Ok just checkin :) Sent at 7:17
  16. 16. 65% 70% 75% 80% 85% 90% 0 10 20 30 40 50 Interactionsthatendedwithahappycustomer Hours between agent responses “Hi”
  17. 17. km “Hi”
  18. 18. “Hi”
  19. 19. Machine learning has the potential to improve customer relationships
  20. 20. Answer Faster, Answer Smarter Try Automatic Answers: goto.zendesk.com/demo
  21. 21. Solving Questions in Three Simple Steps goto.zendesk.com/demo 1 A customer has a question 2 Answers are suggested 3 A ticket is solved
  22. 22. Sign Up For Early Access: zendesk.com/automatic
  23. 23. Instead of looking at the next ticket, one of many in the queue… The Potential To Improve Customer Relationships
  24. 24. What if you could change your perspective? The Potential To Improve Customer Relationships
  25. 25. If you knew which relationships were most at risk… The Potential To Improve Customer Relationships
  26. 26. What would you do differently? TRIAGE ESCALATE VIP - CALL The Potential To Improve Customer Relationships
  27. 27. With historical data we can predict the future The Potential To Improve Customer Relationships
  28. 28. Using the same relationship signals The Potential To Improve Customer Relationships
  29. 29. Identify Relationships At Risk And Act
  30. 30. Using Satisfaction Prediction To Scale
  31. 31. Applying these dating tips to customer service WORDS What is said and how it’s said is important EFFORT No one likes having to work too hard to connect TIMING
 Timing is important, don’t make them wait to hear from you PERSONALIZATION Make each customer feel unique “Hi”
  32. 32. Cheers! #RelateLive

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