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Periscope Data - Best Use of Customer Insight

 

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Periscope Data, San Francisco, CA
Company Description: Periscope Data delivers the fastest time to insight, with the most power & the greatest flexibility of any BI software. Data experts and line-of-business professionals use Periscope Data every day to ingest, store, analyze, visualize & report on data — all from a single connected platform. Periscope Data is trusted by more than 1,000 customers, including Adobe, Crunchbase, EY, HBO & ZipRecruiter.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Customer Insight

Nomination Title: Periscope Data –Using Customer Insight Data to Drive Best-In-Class Support

Tell the story about your organization's use of customer insight since the beginning of July 2017 (up to 650 words). Include detail about the strategy that drove the customer insight as well as the expected outcomes and the actual results of your use of customer insight:

Periscope Data streamlines the full analytics lifecycle so companies do more with their data and make data-backed decisions. The product is built primarily for technical users, by technical users to allow for the fastest time to insight from data. Today, Periscope manages the entire analytics workflow, from data ingestion to reporting. The company has experienced terrific growth this year as a leader in the rapidly growing data industry. Periscope’s support team, the Solutions team, has expanded quickly to keep pace. Solutions has focused on three main areas of development this past year: our growth of knowledge, team maturation/development, and efficiency/scalability. These main focus areas have all been fueled by customer insight.

As our product has grown, the Solutions team has successfully adapted to new challenges, expanding the scope of our support. This year, our product released support for the R and Python languages. This required our team to increase our knowledge to support these new computing languages, along with SQL support.

Additionally, our user base has grown by more than 110% to 170K users in the last year. To support this growth, we built robust reporting of our customer’s needs through deep analysis of conversation topics. This required the creation of an extensive conversation tagging process. To date, we have tagged over 60,000 topics. Through this tag data that we have analyzed through our own product, we have discovered trends within our conversations producing insights such as a value-weighted list of top topics. This takes into consideration the recurring revenue associated with the customers who frequently bring up specific topics. Additionally, we can now identify the dedicated time spent on certain topics, which allows us to find areas to improve efficiency. Overall, this process has allowed us to learn from and inform our internal processes and product in a truly impactful way.

This year, our team matured further through our first middle managerial hires, who have allowed the team to unify under a clearly defined and cohesive direction. We have also specialized into distinct roles within the team. Previously, professional services was one of the many responsibilities of our team. With the creation of our new Professional Services Team, we have seen upsells in 29% of customers with professional services as they discover more value in the product, compared to only 8% without. Additionally, our specialization in customer onboarding allowed the development of catered guides and the integration of onboarding software, which have increased our users’ time spent in-product by 30%.

In parallel to all of this, our team made strategic investments in the efficiency and scalability of our operations this year:

  1. Centralized our internal knowledge base by creating a Confluence repository of over 150 pages of learnings and processes. This enablement repository empowers people within the company to self-discover answers.
  2. Hosted webinars on query debugging, effective dashboard practices, and R/Python analysis, which have been watched by over 4600 unique viewers to date. These webinars are a permanent and reusable source of information, answering user questions without requiring additional help.
  3. Launched our very own community, a place to host walkthroughs, tips and tricks, and conversations about data analysis. Over 600 users and 230 topics are live in our community. Crowdsourced Q&A has led to fewer questions aimed directly at our team through tickets.

We’re proud to manage these responsibilities within our team while still maintaining a 97% chat rating and sub 5-second first response time, unheard of for any human-backed team.

Through all of these efforts, we are proud to have impactfully developed our team’s depth of knowledge, maturity, efficiency, and scalability. Our efforts have garnered prestigious awards such as: the 2018 Stevie Awards, the 2018 Customer Sales and Service World Awards, and the 2018 SaaS Awards. We are honored by these distinctions and appreciate the opportunity to be validated for our efforts as a team and as a company at the 2019 Stevie Awards.