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Miri RoVenmo Venmo

Tom ToivonenSurveypal

@toitos

How to deliver CX that drives trust

Mike Martello

#CXandthecity

TOM TOIVONEN

SURVEYPAL ❤ ZENDESK

THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT

Voice of the Customer

Knowledge Base

Agent Performance

DIRECT FEEDBACK

Voice of the Customer

DIRECT FEEDBACK

Customer Journey insights CX dashboards Reduced churn rates Data-driven decisions

I would have preferred it if my issue was resolved via a phone call rather than email.

Knowledge Base

DIRECT FEEDBACK

Institutional knowledge Proactive support Experience design

I received a prompt reply and my issue was resolved efficiently.

AgentPerformance

DIRECT FEEDBACK

Transparency Learning opportunities Reward programs

 MIRI RO AND MIKE MARTELLO

Create payment experiences that are simple, delightful and connected

VENMO’S MISSION

Where social experiences and payments meet

65% TRANSACTIONS

SHARED PUBLICLY

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

We have seen explosive growth…..

“Just Venmo me”

…a simple vernacular phrase among the Millennial generation, synonymous with “Just pay me back.”

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

Venmo Support is NOT your ordinary call center

We feed information back to all aspects of the business to improve the customer experience

WE ARE BRAND AMBASSADORS & CUSTOMER ADVOCATES

Case Study: Paid Wrong User

Collect

AnalyzeAct

•Average Handle Time is 1.5 times longer

•CSAT Score: ~7% Lower than average

Reduced support volume significantly

Increased Customer Satisfaction by ~5%

We also ensure customer feedback is shared back to the agent…

We use CSAT for agent performance management and coaching

Customer Love App

Customer Love App

How Do We Get the Right Feedback?

What’s in the future for Venmo VOC?

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

Continue to improve the core Venmo experience.

Make paying with Venmo more useful in more places.

In 2018, Venmo will…

Questions?

THE ELEMENTS OF CUSTOMER EXPERIENCE MANAGEMENT

Voice of the Customer

Knowledge Base

Agent Performance

DIRECT FEEDBACK

VISIT OUT BOOTH AT #NNNNNN

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