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#RelateLive
Miri RoVenmo Venmo
Tom ToivonenSurveypal
@toitos
How to deliver CX that drives trust
Mike Martello
#CXandthecity
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TOM TOIVONEN
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SURVEYPAL ❤ ZENDESK
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THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT
Voice of the Customer
Knowledge Base
Agent Performance
DIRECT FEEDBACK
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Voice of the Customer
DIRECT FEEDBACK
Customer Journey insights CX dashboards Reduced churn rates Data-driven decisions
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I would have preferred it if my issue was resolved via a phone call rather than email.
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Knowledge Base
DIRECT FEEDBACK
Institutional knowledge Proactive support Experience design
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I received a prompt reply and my issue was resolved efficiently.
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AgentPerformance
DIRECT FEEDBACK
Transparency Learning opportunities Reward programs
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MIRI RO AND MIKE MARTELLO
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Create payment experiences that are simple, delightful and connected
VENMO’S MISSION
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Where social experiences and payments meet
65% TRANSACTIONS
SHARED PUBLICLY
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2009 2010 20162012 20142011 20172013 2015
2009
Venmo available via text messaging
2013 - 2014
PayPal acquires Braintree + Venmo
2012 - JANUARY
Venmo app becomes publicly available
2010
Venmo app available for iOS and Android (test mode only)
2012 - AUGUST
Braintree acquires Venmo
2015 - JULY
PayPal IPO
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We have seen explosive growth…..
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“Just Venmo me”
…a simple vernacular phrase among the Millennial generation, synonymous with “Just pay me back.”
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Largest peer-to-peer finance app in the countryThe only place where social truly meets commerce
$17.6 billion of volume processed in 2016
Up from $7.5 billion in 2015, and 135% growth YOY
Monthly Active Users open Venmo 3-4x/month
Often just to scroll their Venmo feed
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Venmo Support is NOT your ordinary call center
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We feed information back to all aspects of the business to improve the customer experience
WE ARE BRAND AMBASSADORS & CUSTOMER ADVOCATES
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Case Study: Paid Wrong User
Collect
AnalyzeAct
•Average Handle Time is 1.5 times longer
•CSAT Score: ~7% Lower than average
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Reduced support volume significantly
Increased Customer Satisfaction by ~5%
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We also ensure customer feedback is shared back to the agent…
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We use CSAT for agent performance management and coaching
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Customer Love App
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Customer Love App
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How Do We Get the Right Feedback?
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What’s in the future for Venmo VOC?
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Use data to determine what experiences matter the most to our users
Limited Opportunity
Don’t mess this up!
Opportunity to “Delight”
Satis
fact
ion
Moments that truly matter
Low High
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Continue to improve the core Venmo experience.
Make paying with Venmo more useful in more places.
In 2018, Venmo will…
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Questions?
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THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT
Voice of the Customer
Knowledge Base
Agent Performance
DIRECT FEEDBACK
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VISIT OUT BOOTH AT #NNNNNN
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presented by
#RelateLive