How to Extract Practical Data from Your Support Conversations


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Looking for data mining techniques in marketing, sales, and customer support? Watch the webinar and see how to learn from your customer conversations and share user insights with the whole company.

Ex-Googler and founder of UserChamp Morten Lundsby joined Kayako for a webinar in which he took a look at ways to get more value out of your customer conversations.

Morten is an expert in user experience and user insights, and during the course of his webinar he showed how valuable information can be gathered from customer conversations that can help teams other than just support.

Why collect customer service data? And how is customer service data useful?

Product teams can benefit hugely from customer feedback. Product managers work to make their products better for the people who are using them, but it’s often difficult for product managers to get tangible, useful feedback from users because they simply don’t have time to ask them.

User feedback is also helpful for other organisational functions too, including sales and marketing where knowing how the customer views and uses the product can help to better tailor communications to customers and prospects.

The support team is a business’s direct line to the customer. In some organisations there can be hundreds of support conversations that happen every day, all of which provide an opportunity to find out what customers think and how they use the product.

It is possible to delve deeper into these conversations to find out key information that can help to shape strategy in different parts of the organisation. This kind of user insight data is what Morten demonstrated in his webinar.

He showed how to approach customer conversations like a user researcher; how to see the value support interactions can have for parts of the company outside of support; and how to extract and share that valuable information to other departments.

If you want to learn how to gain deeper customer insights and how to deliver them to the rest of the company, watch the webinar now!

Webinar: How to extract practical data from your support conversations

Morten Lundsby, former Online Help Manager at Google and now founder of UserChamp, looks at ways to get value out of your customer conversations in this webinar led by Sarah Chambers, Head of Support at Kayako.

Morten will show you how to:

  • Approach customer conversations like a user researcher
  • See the value support interactions can have for the rest of your company
  • Extract and share the information that is valuable to your colleagues

At the end of the webinar you’ll have the tools to start delivering customer insights to the rest of your company.

About the presenters:

About Morten Lundsby

Morten Lundsby is the former Online Help Manager at Google and now founder of UserChamp, the user insights tool. He also runs a weekly support and product newsletter, The Helpfuls.

About Sarah Chambers

Sarah is Head of Customer Support at Kayako. Sarah is passionate about keeping customers loyal through amazing customer service and training Kayako’s customer support department to provide top-notch service. On the side she is a yoga teacher and self-diagnosed Twitter junkie.


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