This document discusses improving customer service through better alignment between business sides like production, marketing, and customer service. It notes that having a great product is not enough - the product must meet customer expectations and marketing must clearly communicate the product. Two options for customer service are discussed: in-house or outsourced. Both have pros, so most businesses benefit from a mixture. The best solution is to keep the core business in-house while outsourcing other tasks to a partner with expertise. Case studies are provided, and it is concluded the only way to create a great customer experience is to translate customer needs across all teams in a company.

1. This Is Not
A Presentation!

2. Who I Am
I’m Alireza Bayat,
An Idea Developer in Customer Service

3. There is a problem in Business cycle!

4. Today, we are going to talk about a friendly trip
Story
of a Trip

5. We are going to the
depth of a desert
What Should We Do?

6. First Things, First
- What do we need in a desert?
- How we going to get there?
- What are we going to have for dinner?
- Where are we going to camp?
- Etc.

7. Now We Need More People to
Share The Costs with Them!
So we use social media channels to reach
more friends and invite them to join us on this
adventure.
And somehow, we end up having some
strangers among us!

8. Budgeting Is Always Important!
31-40
Applicants
Everyone applies and we gather their shares,
so we are paid and ready to go!

9. With everything being planned, we
start our jurney!

10. We supposed to buy some stuff from a store on the way, seems like it is closed!
ProblemNot everything is going according to our plans!
We forgot the tent!
It is a windy day in a desert full of sands, no one checked the weather!
We forgot to inform everyone that it will be cold at night!
The car broke down!
We promised singing and dancing, there is no speaker!

11. WeStarted with a group of excited people!
WeEnded up with a disappointed team!
Would they join us if we proposed another trip?!!
A question should be asked

12. When we look at our business, the same thing happens:
1. Our product team designs something! (Going to desert)
2. We define our product’s features (Trip plan)
3. We try to find users for our product (Inviting more friends)
4. We use different marketing methods to acquire more users (Using social media for our trip)
5. We try to create an enjoyable experience for our customer (Trying to overcome the problems we face on our trip)
6. And we keep doing this cycle over and over again for our current or new products!
A different prespective!

13. What have we have learned this far?!
Having a great product is not enough
Your product should meet the customer expectations
Your marketing message should be delivered to your customers clearly
If above 3 statements did not happen, you should not expect a satisfied customer
So in a shell, if you hope for a loyal customer, your business sides including
Production, Marketing and Customer Service should work as a team and be
aligned completely

14. In-house
Service
Outsourced
Service
You have 2 options when you think about customer service

15. In-house Service Pros:
Outsourced Service Pros
Pros of each option:
More direct control
Cultural and strategic matching
Faster feedback loop
Higher quality control
Easier communication between departments
Expertise at your disposal
Flexibility and scalability
Less headache and removing staffing concerns
It saves money
Low risk
Tools/Ecosystem already in place

16. In Conclusion
 There is no “best way” to operate your customer service!
 You need to consider your business and it’s needs to come up with a good plan
 When we look at the pros of each method we can realize that for most businesses, a mixture of 2 methods could lead
to a better fortune.
 Department of customer service is responsible for many tasks and not all of them are your core business but still
consuming a lot of time and energy from your team.
Considering our experience during past years, we found out the best solution to deliver high quality
service to your customers is to operate your core business in-house and outsource any other headache
to a partner who can bring expertise to your service and handle your tasks efficiently.

17. Case
Studies
 The mature company with an outdated survey method
 Give your agents authority!
 The startup with and add-hoc customer service project
There is only one way to create great experience for your customers through customer service:
Translate your customer needs for different every
team in your company!

18. CREDITS: This presentation template was
created by Slidesgo, including icons by
Flaticon, and infographics & images by
Freepik.
Please keep this slide for attribution.
A.bayat@peytam.com
https://t.me/Alirezabayat2011
www.linkedin.com/in/alireza-bayat
https://twitter.com/bayatalirezaa
Thanks