The Value of Support Data

The next evolution of high-quality Customer Experiences is providing personalized support at scale to your customers. The most impactful way to start is by taking advantage of the data you already collect and deriving insights that will change the services you provide and the products you deliver. The value of support data is immense. With a little investment, you can create a holistic view of each customer and empower your support agents to have more meaningful conversations, faster and at scale. Join Craig and Ohad as they discuss how to unlock the data that you already collect to improve your interactions across the customer journey.

Transcript

1. Presented by: Craig Stoss THE VALUE OF SUPPORT DATA
2. THE DATA TO IMPROVE IS LIKELY ALREADY AVAILABLE
3. LISTENING VS. UNDERSTANDING What Customers Say Surveys, CSAT, Social Media, Tickets What Customers Give Usage Patterns, Trends, Metadata, Value Drivers, Business Outcomes, Expectations, Sentiment
4. LISTENING VS. UNDERSTANDING What Customers Say Surveys, CSAT, Social Media, Tickets What Customers Give Usage Patterns, Trends, Metadata, Value Drivers, Business Outcomes, Expectations, Sentiment VOICE OF CUSTOMER
5. LISTENING VS. UNDERSTANDING What Customers Say Surveys, CSAT, Social Media, Tickets What Customers Give Usage Patterns, Trends, Metadata, Value Drivers, Business Outcomes, Expectations, Sentiment VOICE OF CUSTOMER VOICE OF SERVICE
6. USE THE CUSTOMER AS THE SIGNAL Instead of Asking Customers What They Want, Infer it from What They Already Give You
7. WHAT CUSTOMERS GIVE Single Ticket • One problem • One user's perspective
8. WHAT CUSTOMERS GIVE Single Ticket • One problem • One user's perspective User Data • Previous Tickets • Overall Sentiment • Survey Data • Product Actions
9. WHAT CUSTOMERS GIVE Single Ticket • One problem • One user's perspective Company Data • Account Health • Revenue • Tier • Renewal • Business Cases • Tenure • Industry User Data • Previous Tickets • Overall Sentiment • Survey Data • Product Actions
10. WHAT CUSTOMERS GIVE Single Ticket • One problem • One user's perspective Company Data • Account Health • Revenue • Tier • Renewal • Business Cases • Tenure • Industry All Users • Knowledgebase • All Previous tickets • Defects • Trends User Data • Previous Tickets • Overall Sentiment • Survey Data • Product Actions
11. PUT THE PUZZLE TOGETHER Higher Context • Personalized conversations • Ask fewer questions • Lower customer effort • Answers available faster • Know what was being done More Proactivity Better Trends • Where do errors occur? • Who is having issues? • When do certain issues happen? • Tenure vs Issues? • Product or Service changes? • Stop errors before they occur • Present solutions in real time • Better documentation/guidance • Improve product trouble areas
12. QUESTIONS YOU CAN ANSWER TODAY • What widget causes the most support contacts? • What factors correlate to ticket escalation? • Which performance factors do your customers value most from your service? • What in your tech stack integrates to improve your support value? • What ticket types costs the most to support? • Where are your customer, or your support agents, wasting clicks?
13. TOOLS THAT IMPROVE DATA VALUE
14. Credits: This presentation template was created by Slidesgo, including icons by Flaticon, infographics & images by Freepik Thanks! @StossInSupport https://www.linkedin.com/in/cstoss/ https://Stoss.ca cstoss@gmail.com