square presentation 2.26.16
TRANSCRIPT
BRINGING IT FULL CIRCLE
Why Square?
Strengths
Weaknesses
Opportunities Threats
Pricing Structure
Small Margins
Software Solutions
B2C Offering
Overseas
markets
Non-urban
markets
Wall Street
Large Retail
Online Payments
Competition
Banking Infrastructure
Liability Shift
Mobile payments
SMB Loyalty
Breadth of Integrations
COMPANY CONTEXT
KEYS TO GLOBAL SUCCESS FOR SQUARE
Total Transaction
Volume
Number of Active
MerchantsMarket Share
Revenue / Active Merchant
Net Promoter Score
PRODUCT METRICS
Acquisition
Retention
Activation
Referral
Revenue
MERCHANT PERSONAS
● Sells at craft markets● Annual Transaction Volume:
$5K
● Hardware: Chip Reader● Software: Register, Online
Store
● Support: Browses FAQs○ Low Urgency
JessWoven, Inc.
Primary Needs● Mobility● Low-cost credit card
processing
● Food truck at Off the Grid● Annual Transaction Volume:
$90K
● Hardware: Point of Sale● Software: Register, Payroll
● Support: Calls Support○ High Urgency
Primary Needs● Easy set-up● Prompt payment● Fast, accessible support
EdgarSticky Fingers Foods
● High-end furniture store● Annual Transaction Volume:
$650K
● Hardware: Point of Sale● Software: Register, Invoices,
Payroll, Online Store
● Support: Sends email○ Medium Urgency
Aly & JamieJ’Taime Designs
Primary Needs● Business management● Payment solution for
multiple locations
WHAT IS WINNING FOR MERCHANTS?
Accepting any payment
Getting paid quickly
Less back office time
Access to Support
“We love Square, BUT……..”
Merchant Maverick, Jan. 5, 2016
Business News Daily, June 11, 2015
SUPPORT CENTER REFRESH
HypothesisBy improving UX and data collection ability, Square will see:
➔ Increase in Net Promoter Score
➔ Increase in Revenue/ Active Merchant
“As an active Square merchant, I want to quickly find the information I’m looking for and get help if I’m stuck.”
SCOPE OF THE SOLUTION
Work on responsive desktop version first
➔ Mobile/in-app support secondary
SCOPE OF THE SOLUTION
Keep SalesforceDesk API to utilize:
➔ Search bar with predictive text➔ Content management for FAQs➔ Data collection
SCOPE OF THE SOLUTION
New support center pages have:
➔ Less content that is more streamlined and visual
➔ Easier access to one-on-one Support➔ Content edited and re-prioritized on a
regular basis from visitor feedback
CURRENT STATE FUTURE STATE
CURRENT STATE FUTURE STATE
How will we roll this out to
merchants?
Next steps before starting work
Verify most important
metrics with Square
Research API requirements &
system dependencies
Examine existing
Support Center data
THE GO-TO-MARKET PLAN
Internal testing & training
Beta group launch
Blog post & Email
Global launch
