0
The Future of CustomerService (is here)Richard WhiteFounder, CEO
the start
itsm
itil
call centers
Two different worlds of“customer service”
Customer Service
“All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering...
“All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering...
“All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering...
20%handle multiple channels40%respond to tweets29%respond < 1 dayCustomer Service You89%handle multiple channels
20%handle multiple channels40%respond to tweets29%respond < 1 dayCustomer Service You89%handle multiple channels87%respond...
20%handle multiple channels40%respond to tweets29%respond < 1 dayPast Future89%handle multiple channels87%respond to tweet...
the future
the futureis you
No one goes to schoolfor customer service
No one goes to schoolfor customer servicePolitical Science & HistoryArt HistoryPhysics & Math, Electro-OpticsEconomics & P...
I want to be a junkiecustomer service expertwhen I grow up.... said no one
Focus on HOW to providegreat customer serviceinstead of WHYOUR MISSION
Focus on HOW to providegreat customer service careinstead of WHYOUR MISSION
Focus on HOW to providegreat customer service careinstead of WHY** with the exception of this talkOUR MISSION
is this really?the future
Exceptional customercare isn’t new.
No, this is different.Business has changed.
The internet has spawned ageneration of businessesbuilt around self-service.CHANGE #1
Is this really necessary?
43%62%of people said they couldhave solved their customerservice issue on their own ifbetter self-service tools wereavaila...
THE FUTURE IS...Less customer contactsbut more complex issues
THE FUTURE IS...Less customer contactsbut more complex issues56%of online consumers agree that their(customer service) cal...
Companies are moving tosubscription based revenuemodels.(BIGGER) CHANGE #2
I know. You’re shocked.
60% of the companies attendingUserConf have a subscriptionbased model.
60% of the companies attendingUserConf have a subscriptionbased model.of US businesses have eitheradopted or were planning...
Ye olde sales funnel.
THE FUTURE IS...The blurring of the linebetween sales & support.
THE FUTURE IS...Retention is king forSaaS / subscriptionmodels.
THE FUTURE IS...Retention is king forSaaS / subscriptionmodels.how much more it expensive it is to acquirenew customers th...
The digital marketingland rush is over.
The digital marketingland rush is over.11% The increase in the average cost perclick (CPC) on Google Adwords in2011.The ch...
THE FUTURE IS...Businesses getting backto old school tactics likefocusing on keeping thecustomers you have.
The conference aboutkeeping your customers(happy).OUR SLOGAN
reason for customer attrition ispoor customer service.#1The conference about keeping yourcustomers (happy).
reason for customer attrition ispoor customer service.reason for customer attrition isproduct quality.#1#2The conference a...
reason for customer attrition ispoor customer service.reason for customer attrition isproduct quality.of UserConf attendee...
USERCONF IS...How to make productsbetter.
USERCONF IS...How to make productsbetter.... by weaving in great, scalable customer service.
USERCONF IS...How to make productsbetter.... by weaving in great, scalable customer service... with insights gained from u...
thanks
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The future of customer service (is here)

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The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.

Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew

Learn more about UserConf at http://www.userconf.co

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Transcript of "The future of customer service (is here)"

  1. 1. The Future of CustomerService (is here)Richard WhiteFounder, CEO
  2. 2. the start
  3. 3. itsm
  4. 4. itil
  5. 5. call centers
  6. 6. Two different worlds of“customer service”
  7. 7. Customer Service
  8. 8. “All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering your account #only to have to repeat itto the agentCustomer Service
  9. 9. “All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering your account #only to have to repeat itto the agentCustomer Service20%handle multiple channels40%respond to tweets29%respond < 1 day
  10. 10. “All agents are currentlyserving other customers”“Your call is important tous”“Press 9 to hear theseoptions again”Entering your account #only to have to repeat itto the agentCustomer Service Our WorldHighly skilled agentsDelivering great support onany mediumA product issue is solved inhours or days not monthsEvery customerengagement is anopportunity
  11. 11. 20%handle multiple channels40%respond to tweets29%respond < 1 dayCustomer Service You89%handle multiple channels
  12. 12. 20%handle multiple channels40%respond to tweets29%respond < 1 dayCustomer Service You89%handle multiple channels87%respond to tweets
  13. 13. 20%handle multiple channels40%respond to tweets29%respond < 1 dayPast Future89%handle multiple channels87%respond to tweets83%respond < 1 day
  14. 14. the future
  15. 15. the futureis you
  16. 16. No one goes to schoolfor customer service
  17. 17. No one goes to schoolfor customer servicePolitical Science & HistoryArt HistoryPhysics & Math, Electro-OpticsEconomics & Political ScienceDigital Arts, EnglishInformation TechnologyComputer Science
  18. 18. I want to be a junkiecustomer service expertwhen I grow up.... said no one
  19. 19. Focus on HOW to providegreat customer serviceinstead of WHYOUR MISSION
  20. 20. Focus on HOW to providegreat customer service careinstead of WHYOUR MISSION
  21. 21. Focus on HOW to providegreat customer service careinstead of WHY** with the exception of this talkOUR MISSION
  22. 22. is this really?the future
  23. 23. Exceptional customercare isn’t new.
  24. 24. No, this is different.Business has changed.
  25. 25. The internet has spawned ageneration of businessesbuilt around self-service.CHANGE #1
  26. 26. Is this really necessary?
  27. 27. 43%62%of people said they couldhave solved their customerservice issue on their own ifbetter self-service tools wereavailable.of people age 18 to 24
  28. 28. THE FUTURE IS...Less customer contactsbut more complex issues
  29. 29. THE FUTURE IS...Less customer contactsbut more complex issues56%of online consumers agree that their(customer service) calls are more complexas simple transactions are often automated
  30. 30. Companies are moving tosubscription based revenuemodels.(BIGGER) CHANGE #2
  31. 31. I know. You’re shocked.
  32. 32. 60% of the companies attendingUserConf have a subscriptionbased model.
  33. 33. 60% of the companies attendingUserConf have a subscriptionbased model.of US businesses have eitheradopted or were planning toadopt a subscription basedmodel50%
  34. 34. Ye olde sales funnel.
  35. 35. THE FUTURE IS...The blurring of the linebetween sales & support.
  36. 36. THE FUTURE IS...Retention is king forSaaS / subscriptionmodels.
  37. 37. THE FUTURE IS...Retention is king forSaaS / subscriptionmodels.how much more it expensive it is to acquirenew customers than satisfy and retaincurrent ones5X
  38. 38. The digital marketingland rush is over.
  39. 39. The digital marketingland rush is over.11% The increase in the average cost perclick (CPC) on Google Adwords in2011.The change in ROI on GoogleAdwords in 2011.-12%
  40. 40. THE FUTURE IS...Businesses getting backto old school tactics likefocusing on keeping thecustomers you have.
  41. 41. The conference aboutkeeping your customers(happy).OUR SLOGAN
  42. 42. reason for customer attrition ispoor customer service.#1The conference about keeping yourcustomers (happy).
  43. 43. reason for customer attrition ispoor customer service.reason for customer attrition isproduct quality.#1#2The conference about keeping yourcustomers (happy).
  44. 44. reason for customer attrition ispoor customer service.reason for customer attrition isproduct quality.of UserConf attendees from areasoutside of customer support.#138%#2The conference about keeping yourcustomers (happy).
  45. 45. USERCONF IS...How to make productsbetter.
  46. 46. USERCONF IS...How to make productsbetter.... by weaving in great, scalable customer service.
  47. 47. USERCONF IS...How to make productsbetter.... by weaving in great, scalable customer service... with insights gained from understanding users.
  48. 48. thanks
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