We basically have two timelines in our company: pre-Idiomatic (not useful) and post-Idiomatic (what everyone uses). Challenge Routing tickets based on user self-selection lacked the precision needed…… Read more “How Instacart Tackled a 116% Surge in Contact Volume Using Idiomatic Ticket Routing”
Idiomatic was essential in our Voice-of-Member initiative for 2021 Challenge Manual tagging of data resulted in inconsistencies, small samples, and excess time spent on deep dives to…… Read more “How FabFitFun Tackles Customer Churn & Invests in Customer Growth with Idiomatic”
Idiomatic gave us the customer voice insights we needed to improve support operations while eliminating the need for manual reviews. Challenge With over 300 support agents handling…… Read more “How Upwork Saves $1.25 Million Annually With Idiomatic”
My wife and I recently took a red-eye flight into Boston for our college reunion. We landed at 6am and were exhausted, so I decided to call an Uber…… Read more “Idiomatic Bootcamp #2: Uber & Lyft Cancellation Fees (infographic)”
Without a doubt, Uber is a business and social phenomenon. Despite being a magnet for controversy (e.g., cities forcing them out, lawsuits by drivers), Uber continues to thrive because it has created a magical experience for a large swath of riders. But, Uber’s path to world domination / IPO requires continued growth, which means winning over more riders and fending off competitors. And the only way it can do that is to make sure an ever larger fraction of those who try Uber falls in love with the experience.