collecting, analyzing & acting on customer data
DESCRIPTION
http://gsfn.us/t/3zc14, Your community is a gold mine of valuable customer insights. Community Health Analytics (CHA) provides you with customizable reports, dashboards, and information to turn these insights into informed business decisions. Join us to learn the key metrics to track and the customizations available to help you tell different data stories.TRANSCRIPT
Collecting, Analyzing & Acting on Customer data
Community Health Analytics (CHA) Ramya Krishnamurthy
Dir. Product Management
Kevin Robison Customer Success
Tyler Sorenson Customer Success @getsatisfaction #GetSuccess
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! Introduction
! Value of CHA
! 3 Use Cases
! Demo
! Question and Answers
Collecting, Analyzing & Acting on Customer data
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What is a Community?
Brands Consumers
Employees Conversa2ons
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What is hidden in a Community?
Preferences
Ac*vity
Intent
Sen*ment
More…..
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Unlock the treasure
! Data and Analytics - Community Health Analytics
! Derive insights on people and content
! Make informed decisions based on metrics
! Track ROI
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Value of Community Health Analytics?
! Single Dashboard - Unified View
! Simple, easy to use - Out of the box solution
! Advance customizations - Metrics, Reports, Tabs and Dashboards
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LISTEN
KNOW
RESPOND
Product Manager
Marke*ng Manager
Support Manager
Personas
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KNOW
RESPOND
Marke2ng Manager
Support Manager
LISTEN
Product Manager
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Maintain existing Products
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Measure success of recent launch
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Build new products
Sourced from
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! Maintain Ø “Topics with most Me-Too’s”
filtered by date and product
! Measure Ø “Topic Page Views” & “NPS”
filtered by product
! Build Ø “Topics with most Me-Too’s”
with custom metrics and filters
Analytics and Reports
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Maintain – Existing products
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Measure – Recently launched products
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Build – New products
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LISTEN RESPOND
Product Manager Support Manager
Marketing Manager
KNOW
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Paul, VP of Marketing
VP of Marketing
Enhance the company
public image,
build awareness and
customer leads
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Paul, VP of Marketing
VP of Marketing
Tracking customers and prospects, and learning about them
getting in their mindset–is key
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! Create Targeted Campaigns based on conversations in the community
! Use the Community as a Publishing Platform
! Maximize SEO & Increase Referral Traffic
Community Value Props
• Community gives PR a real-time pulse on consumer concerns
• Example: topics on humane sourcing of meat
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Monitored space for your customers to interact and talk about your brand
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Unmonitored Communities
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! Search, Most Used Search Terms – How do they get here? What are they looking for?
! User Activities – identifying brand advocates and champions
! Most Viewed Topics – What topics are people actually looking at?
Key Reports
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! Once within our community, what are users searching?
! Logged in or not, CHA captures user search terms
Search, Most Used Search Terms
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Search Terms
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Search Terms
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Search Terms Facebook mobile hootsuite champion jira spam language overheard Privacy good data Widgets zendesk
api federated search google analytics private Salesforce integration android Faq CHA 2.0 enterprise
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! Identify brand champions
! Find your company evangelists
User Activity Report
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User Activity Report
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User Activity Report
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User Activity Report
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! Net Result Marketing VP reached out to 10 new potential brand champions
User Activity Report
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! Measuring views, logged in or not
! Captures shopper activity
! Captures click-throughs from search
Most Viewed Topics
What are people REALLY
looking at?
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Marketing DashboardMarketing DashboardCustom ReportAdded User ActivityCustom ReportAdded User Activity
Most Viewed Topics
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Identify Champions and Brand Advocates
Most Viewed Topics
1 View FB user ID within GS 2 Federated Search 3 Widget examples 4 Integrate into iOS apps or games 5 Integration with Marketo
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! CHA make’s Paul’s job a lot easier
Happy VP of Marketing
VP of Marketing
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LISTEN
Product Manager
Support Manager
LISTEN
Marke2ng Manager
RESPOND
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Megan Head of Support
Community launched 6 months ago
Thus far tracking activity:
Ø Number of New Users, Logins and Topics
Ø Ready to dive deeper into CHA Ø Need - reports showing: Effectiveness
of community and support team
Respond to Customers
#veryfunnycomedian
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! What Reports in Community Health Analytics should Megan focus on?
Respond to Customers
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Ø Self Service - Peer to Peer Support
Ø Average 1st time to Respond of employees and champions
Ø Solved/Answered question Distribution
Support team Effectiveness
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Self Service
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Avg 1st time to respond
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Solved Answered Questions
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Responding to Customers will delight them
And make Megan a very happy Support Manager
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Demo
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CHA
Power of Community
Power of Analy2cs
CHA features and Customiza2on
Specific metrics based on personas
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Questions
Answers.
Keep the conversa*on going Ø Collec2ng, Analyzing & Ac2ng on
Customer Data – CHA Ø hOp://ow.ly/kC5P7