USING PREDICTIONS TO POWER CUSTOMER SUCCESS
•Download as PPTX, PDF•
0 likes•1,127 views
Customer Success Summit 2015 breakout session: Presented by: Jose Brotons, Executive Director & Co-founder, Product Madness
Recommended
More Related Content
Similar to USING PREDICTIONS TO POWER CUSTOMER SUCCESS
Similar to USING PREDICTIONS TO POWER CUSTOMER SUCCESS (20)
More from Totango
More from Totango (20)
Recently uploaded
Recently uploaded (20)
USING PREDICTIONS TO POWER CUSTOMER SUCCESS
- 1. Using Predictions to Power Customer Success Jose Brotons Executive Director & Co-founder, Product Madness Produced by
- 2. A bit about us Introduction
- 3. Our Current Support Organization VIP Managers Concierge Managers Customer Support Representatives Differentiation based on Customer Spend
- 4. 2015 Forecast in Tickets per platform New games | Android | Growing userbase | Predictions based on historical launches Tickets/MAU constant at : 0.01% 4 > 300% Increase!
- 5. Our problem: Living in a world with limited resources 5
- 6. But what falls into the purple? 6 Proto-whales First Time Depositors Technical Issues ...
- 7. Proto-whales First Time Depositors Technical Issues ... A needle in a haystack! And what does this look like in reality?
- 8. And what does this look like in reality? Proto-whales First Time Depositors Technical Issues ... A needle in a haystack!
- 9. “I made a $50.00 purchase and when I went back to my game my coins weren't there 400,000 coins” “I still haven't received my $900,000 coins and you guys charged my card! I just want a refund now” “My bank debit card shows that my $60.00 request for coins was approved but they do not show in the game I was playing” And how do they communicate this to us? “Having trouble processing my payment, Why?” “why can I not buy coins now”
- 11. We are leaving money on the table!! This means ...
- 12. Our tool set is bursting at the seams ○ It is linear in its scalability ○ It is highly dependent on the human factor ○ It requires repetitive analysis of the same issues over and over again
- 14. - Surfacing - General - Individual - Labelling - Improving speed of response So how can predictive analytics help
- 15. ● We can find needles in the haystack - Predict proto-whales in first 24 hours - Top 1% of new users identified by our model generate over 40% of our revenue ● We can automatically classify tickets on arrival - Allows us to manage increasing ticket volume without more staffing - Allows us to find important tickets in the haystack Our Prediction Apps show that ...
- 16. ○ Protowhale analysis ○ Predictive Re-engagement ○ ... Other areas
Editor's Notes
- Co-founder and Masters in engineering and Stanford MBA Culture - learning and innovating. That is how we have kept the bleeding edge Since the acquisition: Fantastic games - we are all about delighting our customers and keeping the grass greener on our side of the fence
- In 2014 we tiered up our user base based on their economic value. We set out SLA’s that were stringent on the top tiers, but realized that there was no way we could keep up with the demand. We have been meeting these SLA’s, but as can be seen from the chart 2015 presents a bigger problem. We have diversified platforms, we are growing at unprecedented rates. This graph shows our expected growth assuming we continue to do as well (i.e. tickets per DAU is a constant) in spite of living in a world where we are now supporting multiple platforms with the onus that that represents on the teams. Prediction based on previous MAU vs. tickets per month (0.01 ratio) added 20% growth in tickets - Android based on 1.8 release - 2.0 split 2 thirds iPhone vs. 1 third iPad - We originally did this (conservative) prediction in January - However looking at February we are seeing that the forecast of tickets looks to be around 20% higher already
- Demonstrate automation target area, focus CS team on personal response - Outsourcing investigated: downsides > Volume vs. cost, training, location, possible lack of efficiency
- This is extremely powerful when used correctly
- Which can make your teams feel like this and your marketing teams as well