Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
#RelateLive
Miri Ro
Venmo Venmo
Tom Toivonen
Surveypal
@toitos
How to deliver CX that drives trust
Mike Martello
#CXandthe...
TOM TOIVONEN
SURVEYPAL ❤ ZENDESK
THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT
Voice of the
Customer
Knowledge
Base
Agent
Performance
DIRECT FEEDBACK
Voice of the
Customer
DIRECT FEEDBACK
Customer Journey insights
CX dashboards
Reduced churn rates
Data-driven decisions
I would have preferred it if my 

issue was resolved via a phone 

call rather than email.
Knowledge 

Base
DIRECT FEEDBACK
Institutional knowledge
Proactive support
Experience design
I received a prompt reply
and my issue was resolved
efficiently.
Agent

Performance
DIRECT FEEDBACK
Transparency
Learning opportunities
Reward programs
 MIRI RO AND MIKE MARTELLO
Create payment experiences that are
simple, delightful and connected
VENMO’S MISSION
Where social experiences and payments meet
65%TRANSACTIONS 

SHARED PUBLICLY
2009 2010 20162012 20142011 20172013 2015
2009
Venmo available via
text messaging
2013 - 2014
PayPal acquires 

Braintree ...
We have seen explosive growth…..
“Just Venmo me”
…a simple vernacular phrase
among the Millennial 

generation, synonymous 

with “Just pay me back.”
Largest peer-to-peer finance app in the
country

The only place where social truly meets
commerce

$17.6 billion of volume ...
Venmo Support is NOT your ordinary call center
We feed information back to all aspects of the
business to improve the customer experience
WE ARE BRAND AMBASSADORS & CUST...
Case Study: Paid Wrong User
Collect
AnalyzeAct
•Average Handle Time is
1.5 times longer
•CSAT Score: ~7% Lower
than average
Reduced support
volume significantly
Increased Customer
Satisfaction by ~5%
We also ensure customer feedback
is shared back to the agent…
We use CSAT for agent performance
management and coaching
Customer Love App
Customer Love App
How Do We Get the Right Feedback?
What’s in the future
for Venmo VOC?
Use data to determine what experiences
matter the most to our users
Limited
Opportunity
Don’t mess this up!
Opportunity to...
Continue to improve the core Venmo experience.
Make paying with Venmo more useful in more places.
In 2018, Venmo will…
Questions?
THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT
Voice of the
Customer
Knowledge
Base
Agent
Performance
DIRECT FEEDBACK
VISIT OUT BOOTH AT #NNNNNN
presented by
#RelateLive
Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust
Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust
Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust
Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust
Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust
Prochain SlideShare
Chargement dans…5
×

Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust

Miro Ro and Michael Martello from Venmo join Tom Toivonen, CEO at Surveypal, to show how to build actionable, company-wide VOC programs.

  • Identifiez-vous pour voir les commentaires

Relate Live NYC: Venmo & Surveypal - How to deliver CX that drives trust

  1. 1. #RelateLive Miri Ro Venmo Venmo Tom Toivonen Surveypal @toitos How to deliver CX that drives trust Mike Martello #CXandthecity
  2. 2. TOM TOIVONEN
  3. 3. SURVEYPAL ❤ ZENDESK
  4. 4. THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT Voice of the Customer Knowledge Base Agent Performance DIRECT FEEDBACK
  5. 5. Voice of the Customer DIRECT FEEDBACK Customer Journey insights CX dashboards Reduced churn rates Data-driven decisions
  6. 6. I would have preferred it if my 
 issue was resolved via a phone 
 call rather than email.
  7. 7. Knowledge 
 Base DIRECT FEEDBACK Institutional knowledge Proactive support Experience design
  8. 8. I received a prompt reply and my issue was resolved efficiently.
  9. 9. Agent
 Performance DIRECT FEEDBACK Transparency Learning opportunities Reward programs
  10. 10.  MIRI RO AND MIKE MARTELLO
  11. 11. Create payment experiences that are simple, delightful and connected VENMO’S MISSION
  12. 12. Where social experiences and payments meet 65%TRANSACTIONS 
 SHARED PUBLICLY
  13. 13. 2009 2010 20162012 20142011 20172013 2015 2009 Venmo available via text messaging 2013 - 2014 PayPal acquires 
 Braintree + Venmo 2012 - JANUARY Venmo app becomes publicly available 2010 Venmo app available for iOS and Android (test mode only) 2012 - AUGUST Braintree acquires Venmo 2015 - JULY PayPal IPO
  14. 14. We have seen explosive growth…..
  15. 15. “Just Venmo me” …a simple vernacular phrase among the Millennial 
 generation, synonymous 
 with “Just pay me back.”
  16. 16. Largest peer-to-peer finance app in the country
 The only place where social truly meets commerce $17.6 billion of volume processed in 2016 Up from $7.5 billion in 2015, and 135% growth YOY Monthly Active Users open Venmo 3-4x/ month Often just to scroll their Venmo feed
  17. 17. Venmo Support is NOT your ordinary call center
  18. 18. We feed information back to all aspects of the business to improve the customer experience WE ARE BRAND AMBASSADORS & CUSTOMER ADVOCATES
  19. 19. Case Study: Paid Wrong User Collect AnalyzeAct •Average Handle Time is 1.5 times longer •CSAT Score: ~7% Lower than average
  20. 20. Reduced support volume significantly Increased Customer Satisfaction by ~5%
  21. 21. We also ensure customer feedback is shared back to the agent…
  22. 22. We use CSAT for agent performance management and coaching
  23. 23. Customer Love App
  24. 24. Customer Love App
  25. 25. How Do We Get the Right Feedback?
  26. 26. What’s in the future for Venmo VOC?
  27. 27. Use data to determine what experiences matter the most to our users Limited Opportunity Don’t mess this up! Opportunity to “Delight” Satisfaction Moments that truly matter Low High
  28. 28. Continue to improve the core Venmo experience. Make paying with Venmo more useful in more places. In 2018, Venmo will…
  29. 29. Questions?
  30. 30. THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT Voice of the Customer Knowledge Base Agent Performance DIRECT FEEDBACK
  31. 31. VISIT OUT BOOTH AT #NNNNNN
  32. 32. presented by #RelateLive

×