Happy Customers = Good Business

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At the 2012 MagentoLive UK event, Zendesk talked about the importance of customer satisfaction especially for retail and e-commerce businesses, as well as how to effectively measure customer feedback. We also shared some interesting retail benchmark data.

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Happy Customers = Good Business

  1. 1. Click to edit Master title styleClick to edit Master text styles
  2. 2. Click to edit Master title styleClick to edit Master text stylesHAPPY CUSTOMERS = GOOD BUSINESS!
  3. 3. This presentation is brought to you by…!
  4. 4. WE MAKE CUSTOMER SERVICE SOFTWARE! Easy To Try, Multi-Channel Easy-to-Use Buy, Implement, Customer Analytics and & Use Interaction Benchmarking©COPYRIGHT ZENDESK INC 2012 4  
  5. 5. WE’RE GLOBAL!•  20,000+ customers!•  140+ countries!•  100,000,000+ customers served!•  100,000,000+ service interactions per year!•  1,000,000,000+ total interactions!
  6. 6. ZENDESK MEETS E-COMMERCE! and about 3,500 small e-commerce businesses! and about 600 Magento customers !
  7. 7. “CLICK TO ADD” SUPPORT CHANNELS!
  8. 8. CUSTOMER SERVICE WHERE YOU “LIVE”!
  9. 9. A COMPLETE VIEW OF THE CUSTOMER! Multi-channel interactions:! A united business:!Customer engagement wherever The lines between sales/support/ the customers are! marketing are blurring!
  10. 10. MEASURING CUSTOMER SATISFACTION!
  11. 11. WHY MEASURE CUSTOMER SAT!
  12. 12. WHY MEASURE CUSTOMER SAT! Your customers will respond if you ask them!
  13. 13. WHY MEASURE CUSTOMER SAT! You can brag about it (if it’s good)!
  14. 14. WHY MEASURE CUSTOMER SAT! You can identify happy customers…! …and market to them.! ! !
  15. 15. HOW TO MEASURE CUSTOMER SAT! Ask for feedback every time. And keep it simple. !
  16. 16. HOW TO MEASURE CUSTOMER SAT! Ask for feedback regularly. !
  17. 17. GEEKING OUT IS EASY!!
  18. 18. INVESTING IN CUSTOMER SATISFACTION!
  19. 19. WHY INVEST IN CUSTOMER SAT! On average, loyal customers are worth up to 10 times as much as their first purchase.! *Source: White House Office of Consumer Affairs!
  20. 20. WHY INVEST IN CUSTOMER SAT! Almost 9 out of 10 U.S. consumers say they would pay 90%! more to ensure a superior customer experience. ! *Source: Customer Experience Impact Report by Harris Interactive/RightNow!
  21. 21. WHY INVEST IN CUSTOMER SAT! News of bad customer service reaches more than twice as many ears as praise for a good service experience. ! *Source: White House Office of Consumer Affairs!
  22. 22. WHY INVEST IN CUSTOMER SAT! Faster resolution times = lower resolution costs! ! *Based on findings from the UK Institute of Customer Service!
  23. 23. WHY INVEST IN CUSTOMER SAT! •  20% increase in agent •  Increased first-touch resolution productivity with 457 solved from 78% to 85%! tickets per month per agent! •  Average ticket resolution is less •  96% of all tickets answered at than 24 hours! first touch! •  Promote an above average NPS •  Decreased first response times within their industry! from 37 hours to 7 hours within 7 •  Customer satisfaction: 84%, up months, with today’s average from 78% over the last 6 months response time at 5.3 hours! and climbing! •  20% reduction in support costs! •  Customer satisfaction: 94%!
  24. 24. Click to edit Master title styleClick to edit Master text styles BENCHMARKING E-COMMERCE!
  25. 25. E-COMMERCE = EARLY ADOPTERS! Ticket channel usage Ticket channel usage for for retail industry! average benchmark! Web forums! 22%! 17%!Feedback tab! 23%! 16%! Facebook! 25%! 7%! Voice! 9%! 5%! Chat! 8%! 3%! Twitter! 7%! 3%!
  26. 26. THE ZENDESK BENCHMARK!
  27. 27. FIRST RESPONSE TIMES (Hrs)! 26.3  ! Zendesk Average! 23.6! Retail Average! <12! Retail Best-In-Class!
  28. 28. CUSTOMER SATISFACTION! 82%! Zendesk Average! 77%! Retail Average! 89%! Retail Best-In-Class!
  29. 29. F#@KING SANTA CLAUS!! 86.0%! 84.0%! 82.0%! 80.0%! 78.0%! 76.0%! 74.0%! 72.0%! 70.0%! Jun! Jul! Aug! Sep! Oct! Nov! Dec! Jan! Feb! Mar! Apr! May! Satisfaction Rating! Satisfaction (Retail)!
  30. 30. STATING THE OBVIOUS!Faster first response times = highercustomer satisfaction!
  31. 31. BENCHMARKING EFFECTIVENESS INCUSTOMER SERVICE!
  32. 32. THE SECRET FORMULA!
  33. 33. ONE-TOUCH TICKETS! 85%! Zendesk Average! 82%! Retail Average! 97%! Retail Best-In-Class!
  34. 34. TICKETS PER AGENT! 116! Zendesk Average! 228! Retail Average! 658! Retail Best-In-Class!
  35. 35. FORUM VIEWS PER TICKET! 1.5:1! Zendesk Average! .86:1! Retail Average! 12:1! Retail Best-In-Class!
  36. 36. OUR STATS (FWIW)! 96%!Customer Sat! 25.1!(Hrs)! First Response 22:1! Forum Views:Ticket! 15:1, 8:1! Tickets/Agent! 82%!(Hrs)! First Response
  37. 37. SUMMARY RECOMMENDATIONS!•  Retail leads in multi-channel support (you should too!)!•  Think “interaction” not “support”!•  Measure customer satisfaction to create a baseline!•  Set simple measurable goals, and measure them!•  Scale x Efficiency x Quality = Effectiveness!
  38. 38. THANK YOU!!

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