Presented by: Craig Stoss THE VALUE OF SUPPORT DATA

THE DATA TO IMPROVE IS LIKELY ALREADY AVAILABLE

LISTENING VS. UNDERSTANDING What Customers Say Surveys, CSAT, Social Media, Tickets What Customers Give Usage Patterns, Trends, Metadata, Value Drivers, Business Outcomes, Expectations, Sentiment

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

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

USE THE CUSTOMER AS THE SIGNAL Instead of Asking Customers What They Want, Infer it from What They Already Give You

WHAT CUSTOMERS GIVE Single Ticket ● One problem ● One user's perspective

WHAT CUSTOMERS GIVE Single Ticket ● One problem ● One user's perspective User Data ● Previous Tickets ● Overall Sentiment ● Survey Data ● Product Actions

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

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

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

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?

TOOLS THAT IMPROVE DATA VALUE

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 [email protected]