Happy Customers = Good Business
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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. ...

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 Happy Customers = Good Business Presentation Transcript

  • Click to edit Master title styleClick to edit Master text styles
  • Click to edit Master title styleClick to edit Master text stylesHAPPY CUSTOMERS = GOOD BUSINESS!
  • This presentation is brought to you by…!
  • 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  
  • 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!
  • ZENDESK MEETS E-COMMERCE! and about 3,500 small e-commerce businesses! and about 600 Magento customers !
  • “CLICK TO ADD” SUPPORT CHANNELS!
  • CUSTOMER SERVICE WHERE YOU “LIVE”!
  • 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!
  • MEASURING CUSTOMER SATISFACTION!
  • WHY MEASURE CUSTOMER SAT!
  • WHY MEASURE CUSTOMER SAT! Your customers will respond if you ask them!
  • WHY MEASURE CUSTOMER SAT! You can brag about it (if it’s good)!
  • WHY MEASURE CUSTOMER SAT! You can identify happy customers…! …and market to them.! ! !
  • HOW TO MEASURE CUSTOMER SAT! Ask for feedback every time. And keep it simple. !
  • HOW TO MEASURE CUSTOMER SAT! Ask for feedback regularly. !
  • GEEKING OUT IS EASY!!
  • INVESTING IN CUSTOMER SATISFACTION!
  • 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!
  • 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!
  • 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!
  • WHY INVEST IN CUSTOMER SAT! Faster resolution times = lower resolution costs! ! *Based on findings from the UK Institute of Customer Service!
  • 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%!
  • Click to edit Master title styleClick to edit Master text styles BENCHMARKING E-COMMERCE!
  • 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%!
  • THE ZENDESK BENCHMARK!
  • FIRST RESPONSE TIMES (Hrs)! 26.3  ! Zendesk Average! 23.6! Retail Average! <12! Retail Best-In-Class!
  • CUSTOMER SATISFACTION! 82%! Zendesk Average! 77%! Retail Average! 89%! Retail Best-In-Class!
  • 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)!
  • STATING THE OBVIOUS!Faster first response times = highercustomer satisfaction!
  • BENCHMARKING EFFECTIVENESS INCUSTOMER SERVICE!
  • THE SECRET FORMULA!
  • ONE-TOUCH TICKETS! 85%! Zendesk Average! 82%! Retail Average! 97%! Retail Best-In-Class!
  • TICKETS PER AGENT! 116! Zendesk Average! 228! Retail Average! 658! Retail Best-In-Class!
  • FORUM VIEWS PER TICKET! 1.5:1! Zendesk Average! .86:1! Retail Average! 12:1! Retail Best-In-Class!
  • 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
  • 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!
  • THANK YOU!!