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Why Customer Service is NOT Enough
 

Why Customer Service is NOT Enough

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Today’s customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal. ...

Today’s customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal.

In this webinar, customer service expert, Lisa Ford outlines her strategies for improving the customer experience.

:: Go beyond average service to a relationship
:: Ask tough questions to examine the quality of your experience
:: Learn the customer connection rules
:: Focus the culture on everyday service excellence
:: Create a team that is inspired to keep customers loyal

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    Why Customer Service is NOT Enough Why Customer Service is NOT Enough Presentation Transcript

    • “Why Customer Service is NOT Enough”Lisa Ford Gary McNeil, Parature
    • Parature
      Parature is a global leader in on-demand software (SaaS) for customer service and support
      Parature enables organizations to:
      Reduce the cost of supporting their customers
      Have a 360 view of customer issues
      Retain their customers
      Improve customer loyalty
      Generate more revenue from their base
      Deliver “great” customer service
    • The Customer Has Never Been More Important!
      In light of sales teams selling less - organizations are focused on:
      Customer retention
      Customer upsell and cross sell opportunities
      Lifetime value of a customer
      Overall revenue from the customer base
    • Service Has Become A Major Differentiator
      Improving the customer experience
      Multi-channel support
      Providing support in the manner by which the customer wants it
      Reducing customer effort
      Delivering on the promise of first contact resolution
      The result is reduced frustration
      Increasing customer loyalty
      By reducing customer effort you increase customer loyalty
      Increased loyalty is a game changer
    • Parature: An Integrated Support Suite
      CUSTOMER TOUCH POINTS
      SERVICE DESK
      Delivering Multi-Channel Support
      For your CSR’s to Manage All Customer Interactions
      Metrics &Reports
      Deploy Surveys
      Feedback
      Chat
      Ticket
      ?
      Forums
      Your CSR
      Downloads
      Mobile
      Your Customer
      E-Mail
      Knowledge-base and FAQ’s
      360º Customer History
      Intelligent Workflow
      Phone
      Service Desk
      5
    • Helping Customers Help Themselves
    • …Backed by an Intuitive, Intelligent System
      Parature lets you:
      • Define hierarchical ticketing queues and personalized routing rules
      • Program auto-responses for repetitive inquiries
      • Establish an integrated internal knowledge base
      • Manage tasks and time-based alerts to ensure adherence to SLA thresholds
      • Report upon CSR productivity
      • Incorporate customer data to ensure “One View of the Customer”
      • Collect and analyze customer feedback
      • Integrate ticketing data with customer records and chat windows
      • …update your customer portal with each and every mouse click
    • Support for Every Facebook Fan Page.
      Parature for
      • Monitor, listen and engage with your customers on your Facebook Fan Page.
      • Your Customers can get Support right on your Facebook Fan Page.
      • Your Customers can share their positive support experiences through their friend’s streams.
      Confidential - Parature
    • Gaming and Digital Media
      Business Services
      Technology
      Healthcare
      Associations
      Education
      800 Customers Across Industries & Market Segments
    • Why Customer Service Is NOT Enough
      Lisa Ford
      770.394.4860
      www.lisaford.com
    • The State of Service
      The best get better
      3 levels of service
      Every service needs fixing
      The challenge of delivering great service – focus, ownership, resources
    • The Customer Service Experience
      Service experience drives the relationship
      The “new customer connection rules”
      How customers define quality service
      Simplify the customer’s life
    • Ask the Tough Questions
      What are your “hard to do business” points?
      What is the cost of small mistakes?
      What is your weakest link?
      What is your point of difference?
      What is your enthusiasm factor?
    • The Team
      Hire the best
      Train the hard skills
      Create the expectations – standards and squirmy scripts
    • Create the Culture
      Leadership makes it happen - Champion - Cheerleader
      Execution is the key
    • Questions?
      Follow Parature on
      http://blog.parature.com
      http://www.facebook.com/parature
      http://www.twitter.com/parature
      http://www.youtube.com/paratureinc
      http://www.parature.com/rss