How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage with customers proactively, improve operations, reduce customer churn, and improve customer relationships over the long-term. Think better support experiences for everyone.

Ken Landoline, principal analyst at Ovum, focusing on customer engagement, where he analyzes and tracks contact center hardware/software technologies and associated applications for both on-premise and cloud-based solutions.

Adrian McDermott, Senior Vice President of Product Development at Zendesk, will join Landoline to discuss how your business can use machine learning to provide a better customer experience.

Join us for a unique opportunity to learn from guest speaker Ken Landoline, Principal Analyst at Ovum, a market-leading research and consulting business.

This webinar will cover:
● How customer expectations and behaviors on support channels have changed
● The roles and impact of big data and machine learning on customer experience
● How predicting customer satisfaction helps prioritize interactions and prevent churn rates
● The future of data, analytics, and customer service

This webinar is complimentary, so feel free to spread the word and share with colleagues who you think might benefit from this.

IDC: Supporting Customer Experience Initiatives Through Productivity and Process

IDC: Supporting Customer Experience Initiatives

The customer experience is no longer limited to a single interaction. Today, the customer experience is an extended process that spans the lifetime of a customer’s relationship with your business. These relationships can last for the length of one phone call or many years. That’s why making each touchpoint of the customer experience satisfying is an imperative facing organizational leaders.

How do organizations ensure a quality customer experience? It starts with the employees who interact with customers every day. A positive employee experience works hand-in-hand with a satisfying customer experience.

A new research report authored by IDC analyst Mary Wardley discusses the importance of the customer experience, and the impact a good agent experience has on that goal. Wardley also takes a close look at how Just Eat, Medidata Solutions, and NatureBox have effectively utilized tools to support service and contact center agents in the pursuit of delivering a superior customer experience.

According to IDC, “A proactive pursuit of changing the organizational perspective to one based on the precepts of customer experience holds many benefits to the organization.” This report will help organizational leaders foster this change by:

  • Describing the modern customer environment. Today, customers engage in extended relationships rather than single interactions with organizations, creating the customer experience. Moreover, the channels that facilitate communication between customers and organizations are evolving and proliferating.
  • Detailing the top three important factors in achieving customer support, from both the customer and support agent perspectives.
  • Analyzing the agent experience and its relationship with satisfying support. IDC explains what leaders need to do to improve agents’ efficiency and retention, a company-wide effort.
  • Explaining the key role integrated internal systems, namely software, plays in a satisfying customer experience.

Bright Ideas: Customer Stories

Zendesk retail customer stories ebook

On the surface, business seems like nothing more than a series of transactions. But underneath business is about relationships—with vendors, employees, and most importantly, with customers. Smart, innovative companies know this and are moving to put customer relationships at the center of their business strategy.

This is a big deal. Putting relationships front and center radically transforms a company’s ability to build on loyalty, evangelism, and trust. And it’s the key to making customer service a distinct competitive advantage.

In this ebook, you'll get a view into how five organizations use Zendesk in innovative ways to create simple, seamless customer experiences.

You'll learn how:

  • Box connects with customers across channels and has leveraged our API to customize Zendesk while scaling
  • SwiftKey embeds customer service everywhere—especially through their mobile, responsive Help Center
  • The Federal Communications Commissions designed a better consumer experience by replacing 18 complaint forms with their Consumer Help Center
  • Le Tote provides in-the-moment mobile support through their app using the Zendesk Mobile SDK
  • The Wharton School increases employee satisfaction by using Zendesk and the Zendesk mobile app for all core services requests

Predicting customer satisfaction helps prioritize interactions and prevent churn

This report by Ovum, an independent research and advisory firm, features Zendesk's new Satisfaction Prediction tool. The report is available for complimentary download for a limited time.

Some might say the ability to see into the future belongs to psychics and fortune tellers, but predicting customer satisfaction isn't only for the clairvoyant (or someone doing manual ticket triage and making their best guess). It's now something we can all do when armed with the right tools and data.

Many companies today measure customer satisfaction. It's an important metric, but one that typically isn't being used to improve operations or help reduce customer churn. By applying machine learning and predictive analytics, you can now improve your customer relationships over the long-term, and can predict in the moment how likely a ticket is to receive a good or bad rating, allowing you to take action to ensure a positive outcome.

In the report, "Predicting customer satisfaction helps prioritize interactions and prevent churn," you'll learn from Aphrodite Brinsmead, Ovum's Principle Analyst, Customer Engagement:

  • Why customer satisfaction scores are so important
  • How Zendesk is using machine learning to predict and assign customer satisfaction scores to interactions
  • How Zendesk's Satisfaction Prediction tool marks a change in the way analytics will be packaged and sold

Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes flowers and chocolates, too.

More than giving customers a single great experience, it’s vital to use data to provide a lifetime of great ‘dates’. In this 60-minute on-demand webinar, Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist, will show you how machine learning can help improve your customer relationships, and how Zendesk uses predictive analytics to improve our support and raise customer satisfaction.

This webinar will cover:

  • How you can use machine learning to improve your customer relationships
  • How predictive analytics impacts customer service agents
  • 4 business dating tips for forging more meaningful relationships with your customers

Jason Maynard

Jason Maynard is the Director of Data and Analytics at Zendesk. He heads up a team that builds products designed to unravel the complexity of customer relationships through data.

Dave Dyson

Dave Dyson is a Customer Service Evangelist at Zendesk's headquarters in San Francisco. Formerly a senior customer support manager, he now works to help share the best practices he’s learned to Zendesk’s customers.

Effort and Conversion: An Inverse Relationship

Laura Pappas

Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held beliefs, the "delight factor" as part of the customer service experience yields less than simply meeting customer needs and valuing your customers' time.

So what makes a great customer service interaction? This 6-minute watch reveals that what customers really want is a quick and easy answer. Companies who offer self-service and/or live chat have been able to prevent customers from having to pick up the phone (more effort for them, more cost to you), and have increased conversion rates by as much as 20 percent.

3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience

Consider the impact of every contact center agent having the knowledge, tools and ability to provide a flawless experience; think about the results that are possible when an organization perfectly aligns their mission, vision, and values with the needs and expectations of both their customers and their employees. Envision all of this being the case for your organization.

This is not an easy task for even the most sophisticated of organizations: The complexity of today’s contact center is at an all-time high with a future indicating more channels to manage, increased customer expectations to fulfill, and a need for a frontline workforce that is, by no means, “entry level”. This doesn’t mean providing an effortless customer experience is impossible, it just means that you need to be ready to handle whatever comes your way.

Want to know more? Check out this white paper from ICMI, sponsored by Zendesk and Genesys to learn how to remove roadblocks and create an effortless customer experience.

Forrester Brief: Focus On Three New Service Experiences To Thrive In The Age of The Digital Customer

How to win over digital customers? Help them help themselves.

According to Forrester Research's April 2015 Brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer, a preference for self-service is one of the most notable traits of the new generation of digital customers. In fact, in 2014 more U.S. online consumers used Web self-service than any other customer service channel.

It’s not only Millennial customers who are demanding self-service options. Forrester found that the change in preferences spans across all age groups. The report states, “Forrester data shows burgeoning usage for essentially every service channel, including web self-service, mobile apps, peer-to-peer support in communities and virtual agents.”

In an age where consumers demand that brands know who they are and what they like, customer service can be no different—it must be intuitive, customized, and supported across multiple channels and customer demographics. Forrester offers recommendations for guiding a better customer service experience via:

  • Social customer service
  • Proactive notification
  • Embedded service
  • Agent-assisted service
  • Virtual agent-assisted service

Forrester's brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer is no longer available for complimentary download. See below for more great insights from Forrester:

Forrester's Predictions 2016: The eCommerce Gap Widens 

Forrester's Top 10 Customer Service Trends for 2016 

Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams

Customer Service in the Retail Revolution

Customer Service in the Retail Revolution

Retailers deeply understand the direct impact customer service experiences have on business outcomes. Modern technology has created drastic changes for both shoppers and stores. Online stores, social media, mobile shopping, and shopping apps have all impacted the way retail companies interact with their clientele, markedly increasing the focus on customer service within an industry that has always excelled in this area.

This paper, based on 15 interviews with customer service leaders around the world, examines practical implications for retailers operating with heightened customer expectations in an environment that is more global, and public, than ever before. We examine both the opportunities presented and the challenges faced by modern retail technologies and trends, with a specific focus on social media, holiday shopping, and customer advocacy.

Download the report to learn:

  • Why social media is the most important trend impacting customer service organizations today
  • How to avoid the annual "holiday dip" in customer satisfaction
  • How customer advocacy teams can present the voice of the customer to the larger organization
  • How to deliver a great customer experience in direct-to-consumer businesses
  • How to provide consistent customer service despite multiple purchase channels
  • How to scale without spending

7 Steps to Customer Experience Heaven

Annette Franz photo

We all know that delivering an incredible customer experience is key in keeping your customers not just satisfied, but also happy. Knowing where to start can be the trickiest part, but that’s where Annette Franz enters the picture.

Watch this recorded 45-minute webinar, where she shares the 7 steps to customer experience heaven. You’ll not only learn where to start, but who to include in the process, how to handle challenges that pop up along the way, and how to make sure the customer is at the center of every conversation. This webinar is a must-see for customer support and experience professionals at all levels, and you’ll walk away with actionable tips and tricks that can help you start transforming the customer experience at your company today.