collecting, analyzing & acting on customer data

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

@getsatisfaction 2 #GetSuccess @ramyatkj @kevinr

! Introduction

! Value of CHA

! 3 Use Cases

! Demo

! Question and Answers

Collecting, Analyzing & Acting on Customer data


What is a Community?

Brands Consumers

Employees Conversa2ons


What is hidden in a Community?

Preferences

Ac*vity

Intent

Sen*ment

More…..


Unlock the treasure

! Data and Analytics - Community Health Analytics

!  Derive insights on people and content

! Make informed decisions based on metrics

!  Track ROI


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


LISTEN

KNOW

RESPOND

Product Manager

Marke*ng Manager

Support Manager

Personas


KNOW

RESPOND

Marke2ng Manager

Support Manager

LISTEN

Product Manager


Maintain existing Products


Measure success of recent launch


Build new products

Sourced from


! 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


Maintain – Existing products


Measure – Recently launched products


Build – New products


LISTEN RESPOND

Product Manager Support Manager

Marketing Manager

KNOW


Paul, VP of Marketing

VP of Marketing

Enhance the company

public image,

build awareness and

customer leads


Paul, VP of Marketing

VP of Marketing

Tracking customers and prospects, and learning about them

getting in their mindset–is key


! 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


Monitored space for your customers to interact and talk about your brand


Unmonitored Communities


! 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


! Once within our community, what are users searching?

! Logged in or not, CHA captures user search terms

Search, Most Used Search Terms


Search Terms


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


! Identify brand champions

! Find your company evangelists

User Activity Report


! Net Result Marketing VP reached out to 10 new potential brand champions



! Measuring views, logged in or not

! Captures shopper activity

! Captures click-throughs from search

Most Viewed Topics

What are people REALLY

looking at?


Marketing DashboardMarketing DashboardCustom ReportAdded User ActivityCustom ReportAdded User Activity

Most Viewed Topics


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


! CHA make’s Paul’s job a lot easier

Happy VP of Marketing

VP of Marketing


LISTEN

Product Manager

Support Manager

LISTEN

Marke2ng Manager

RESPOND


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


! What Reports in Community Health Analytics should Megan focus on?

Respond to Customers


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


Self Service


Avg 1st time to respond


Solved Answered Questions


Responding to Customers will delight them

And make Megan a very happy Support Manager


Demo


CHA

Power of Community

Power of Analy2cs

CHA features and Customiza2on

Specific metrics based on personas


Questions

Answers.

Keep the conversa*on going Ø  Collec2ng, Analyzing & Ac2ng on

Customer Data – CHA Ø  hOp://ow.ly/kC5P7

collecting, analyzing & acting on customer data

Technology

analyzing

community

cha

metrics

product

logged

marketingvp