Providing customer c are through multiple channels and platforms without hiring an army
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Providing Customer C are through Multiple Channels and Platforms (Without hiring an army) PowerPoint PPT Presentation

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Providing Customer C are through Multiple Channels and Platforms (Without hiring an army). Today ’ s session brought to you by. Matt Price. Nils Rebehn. … and 100 million support enquiries. How d o you compare?. Rovio (Angry Birds) on Support Leadership.

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Providing Customer C are through Multiple Channels and Platforms (Without hiring an army)

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Providing customer c are through multiple channels and platforms without hiring an army

Providing Customer Care through Multiple Channelsand Platforms(Without hiring an army)

Today s session brought to you by

Today’s session brought to you by

Matt Price

Nils Rebehn

And 100 million support enquiries

… and 100 million support enquiries

How d o you compare

How do you compare?

Rovio angry birds on support leadership

Rovio (Angry Birds) on Support Leadership

“Consistent way of gathering insights of issue volumes and types in different areas to better understand the needs of our customers and feed customer feedback to the rest of the organization”

-- Saara Bergstrom, Rovio

Improving support

Improving Support

  • Reduce Tickets (Ticket Deflection)

  • Speed Response (Agent Productivity)

  • Improve Quality (Customer Sat.)

Sulake habbo hotel on deflection

Sulake(Habbo Hotel)on Deflection

“Provide self-help information/articles: Before end-user contacts Customer Service, we need to provide self-help articles/FAQs where a user can find relevant information. If a user finds help immediately without the need to contact Customer Service, everyone wins.”

-- Mika Rantala, Sulake

Deflection benchmarks

Deflection Benchmarks

Rockstar on deflection

Rockstar on Deflection

“Post articles as soon as issues arise and ask people to log in and subscribe to be automatically emailed as soon as there are updates.  Then update frequently.  This prevents repeat follow-ups that use up time that should be spent fixing the problem.”

-- Justin Scott, Rockstar

Better deflection

Better Deflection

  • Allow customers to self serve with FAQ and KnowledgeBase

  • Use data to understand

    • ticket data/knowledge

    • forum analytics

    • search analytics 

Better deflection1

Better Deflection

  • Refresh content 

    • based on analytic feedback

    • quickly based on bugs, etc. 

  • Refer to KnowledgeBase articles in ticket response 

  • Structure by brand and language. 

Nekki on contact

Nekki on Contact

“A support contact with a customer is an opportunity, not a problem. It is an opportunity to further engage a customer, to leave a lasting positive impression about our company and our products, and even to deepen the relationship through engagement in other products or services”

-- Dimitry, Nekki

Productivity benchmarks

Productivity Benchmarks

Better productivity

Better Productivity

  • All tickets in one place: email, web/mobile, facebook, twitter, chat, voice

  • Arrange your agents by skills

  • Automate with processes and macros

  • Processes for handling multiple tickets 

  • Setup for multi language

Iscool on team productivity

IsCool on Team Productivity

“Use an escalation system: ticket goes to agent > if agent cannot respond to ticket or ticket identifies a problem that needs to be fedback to our team, agent forwards ticket to 'super' agent > who either responds to previous agent or forwards this ticket onto the developer team.”

-- Jenni Pogmore, IsCool

Quality benchmarks

Quality Benchmarks

Advice on quality

Advice on Quality

  • Respond quickly to social channels

  • Implement satisfaction surveys and put processes in on results

  • Review agent performance and backlog

Rockstar on satisfaction

Rockstar on Satisfaction

“Read satisfaction feedback: Seeing satisfaction data is useful, but there is no substitute for reading the comments that people write about the service they received.  Learn what prompted people to write nice things, and what people wrote who rated the service as less than satisfactory.”

-- Justin Scott, Rockstar

Questions get in touch mprice@zendesk com nils@zendesk com

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