Performable

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6/7/11 Joshua Porter, Co-Founder and VP of Customer Experience at Performable, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment

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Performable

  1. 1. How we providegreat customer service Joshua Porter, Co-founder
  2. 2. “The process of setting up Performable was mucheasier than I expected, due in large part to excellentcustomer service and easy-to-use software. Whentheir sta promises something, they deliver - even ifit is customized code to meet your needs. All the wayaround, using Performable has been a pleasantsurprise. Set up was faster than I would have thoughtpossible. Thanks Performable!”Kristin Larsen, MyStrategicPlan.com
  3. 3. PrinciplesVisit us: performable.com Call us: 1-888-268-6035
  4. 4. Principles 1. Customer service = personal relationshipsVisit us: performable.com Call us: 1-888-268-6035
  5. 5. Principles 1. Customer service = personal relationships 2. Under promise, over deliverVisit us: performable.com Call us: 1-888-268-6035
  6. 6. Principles 1. Customer service = personal relationships 2. Under promise, over deliver 3. Whatever happens, solve their problemVisit us: performable.com Call us: 1-888-268-6035
  7. 7. Principles 1. Customer service = personal relationships 2. Under promise, over deliver 3. Whatever happens, solve their problem 4. The role of helper is bestVisit us: performable.com Call us: 1-888-268-6035
  8. 8. Principles 1. Customer service = personal relationships 2. Under promise, over deliver 3. Whatever happens, solve their problem 4. The role of helper is best 5. Embrace the evangelistsVisit us: performable.com Call us: 1-888-268-6035
  9. 9. Principles 1. Customer service = personal relationships 2. Under promise, over deliver 3. Whatever happens, solve their problem 4. The role of helper is best 5. Embrace the evangelists 6. CS improves your product, period.Visit us: performable.com Call us: 1-888-268-6035
  10. 10. TacticsVisit us: performable.com Call us: 1-888-268-6035
  11. 11. Tactics 1. Everybody at Performable does support, we rotate responsibility dailyVisit us: performable.com Call us: 1-888-268-6035
  12. 12. Tactics 1. Everybody at Performable does support, we rotate responsibility daily 2. Every relationship deserves a hando , which takes more time but is worth itVisit us: performable.com Call us: 1-888-268-6035
  13. 13. Tactics 1. Everybody at Performable does support, we rotate responsibility daily 2. Every relationship deserves a hando , which takes more time but is worth it 3. Do post-mortems on failures, figuring out exactly what went wrongVisit us: performable.com Call us: 1-888-268-6035
  14. 14. Tactics 1. Everybody at Performable does support, we rotate responsibility daily 2. Every relationship deserves a hando , which takes more time but is worth it 3. Do post-mortems on failures, figuring out exactly what went wrong 4. Complete transparency, we often have and keep conversations publicVisit us: performable.com Call us: 1-888-268-6035
  15. 15. Technologies Tried Zendesk, then Tender, now using Assistly.Visit us: performable.com Call us: 1-888-268-6035
  16. 16. Technologies We use Salesforce to monitor and hand o from sales.Visit us: performable.com Call us: 1-888-268-6035
  17. 17. Technologies We use our own tool, Performable, to unify a customer’s experience and provide support over time.Visit us: performable.com Call us: 1-888-268-6035
  18. 18. “Good service pleases both the giver and the recipient by the beauty of theperformance, thereby enhancing life and adding value to an event that would otherwise be only a transaction.” James Hillman, Kinds of Power
  19. 19. Thank you!

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