modern relationships: machines and the pursuit of meaningful customer relationships

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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0 5 10

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Number of agent replies

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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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65%

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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:

jmaynard@support.zendesk.com

THANKS

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