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.
Predicting Successful Relationships Is Difficult
Four Dating Tips For Businesses
IT’S NOT WHAT YOU DO,
IT’S WHAT YOU SAY
JUST POP THE
PLAYING HARD TO GET IS
WE’RE ALL SPECIAL
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 :(
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
4 days later
Oh hi. I was just getting a christmas tree now.
0 5 10
Number of agent replies
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!
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
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
Applying these dating tips to customer service
What is said and how it’s
said is important
No one likes having to
work too hard to connect
Timing is important, don’t make
them wait to hear from you
Make each customer