MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software
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MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software

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6/7/11 Lou Guercia, CEO at Scribe, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment

6/7/11 Lou Guercia, CEO at Scribe, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment

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MassTLC SaaS Business Model Series, Improving Customer Satisfaction: Scribe Software Presentation Transcript

  • 1. Getting in Step with your Customers
    Better Customer Experience
    In the Cloud
    Lou Guercia, CEO
  • 2. The Medium is the Message
    Customers use online and mobile every day to manage their lives quickly and easily.
    What are they experiencing with your business?
  • 3. Delivering the Goods
    Provide superior documentation, training, and help. And make it easy to find, search, and understand.
    Know how customers learn from you.
    Communicate the way your customers prefer – chat, forums, Twitter, Facebook posts, phone, whatever – and do it better than anyone else.
    Askoften and listen to how to improve your offering and experience ... And then do it!
    OMG WTH
    Measure and Monitor.
    Measure and Monitor.
    Measure and Monitor.
    And Adjust.
  • 4. Hot or Not? Measure!
    If you can monitor it, measure it.
    Use your measuring & monitoring tools to proactively service your customer.
    Evaluate customer experience metrics across the business, not just support or services.
    Integrate your data where appropriate to get a better picture of your customer and how to better service them.
  • 5. Collision Avoidance
    B2B users are expecting help when they need it in a format they feel comfortable with.
    Be prepared to support all mediums!
    Be proactive and put your information out there.
    Stay active in Blogs, Twitter, Forums
    Wiki
    Phone
    Chat
    Forums
    eMail
    Ticket
  • 6. Listen to Your Customers
    Your customers will tell you what they need
  • 7. Contextual Enablement
    Embed help tools right into your SaaS application – “read the manual is so 1990s”
  • 8. On-demand Training
    30% higher student retention with human visible lecture material vs. screencast
  • 9. Thank you!
    www.scribesoft.com
    lou.guercia@scribesoft.com