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Cazoomi & cleverbridge talk customer support @ParaFest 2013


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Start-up, Cazoomi and global eCommerce leader, cleverbridge team up to discuss support with Parature clients.


Cazoomi, enables business applications to talk to each other using SyncApps®, the Integration Cloud for Small Business while cleverbridge is a premier global e-commerce provider for software and SaaS companies.

Cazoomi global support team:

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Cazoomi & cleverbridge talk customer support @ParaFest 2013

  1. 1. Speakers Clint Wilson CEO, @Cazoomi  20+ years of experience in finance & software industries  Oversees planning, design and client implementations around SyncApps®
  2. 2. Speakers Doug Caviness Head of SaaS Solutions, cleverbridge  20 years of experience in technology & software industries  Responsible for cleverbridge’s e-commerce solutions for B2B & B2C SaaS/cloud providers & other digital product companies with subscription billing
  3. 3. Cazoomi Creators of SyncApps®, the integration cloud for small business • Founded 2009 • 100+ team leads • Locations:  San Francisco  India  Indonesia  Philippines  Sri Lanka
  4. 4. Follow-the-Sun Service Model(software and services) Salesforce & SAP Teams Software Sales Teams Team Technical SyncApps Support Team Teams
  5. 5. FOLLOW-THE-SUN SERVICE MODEL(efficiency & integration) Salesforce & SAP Teams Software Sales Teams Team Technical SyncApps Support Team Teams
  6. 6. Follow-the-Sun Service Model(software and services)
  7. 7. FOLLOW-THE-SUN SERVICE MODEL(software and services) Community: • 86% of support questions • 75+ SyncApps supported on Get Satisfaction
  8. 8. FOLLOW-THE-SUN SERVICE MODEL(software and services) Customers have direct access to Product and Support specialists 24/7
  9. 9. FOLLOW-THE-SUN SERVICE MODEL(software and services) Customers have direct access to Product and Support specialists 24/7
  10. 10. cleverbridge Full-service, cloud-based e-commerce provider for software & SaaS companies • Founded 2005 • 200+ employees • Offices:  Cologne  Chicago  Tokyo
  11. 11. IT Global Market Share(Business and Government)Source: Forrester Research, Inc. In $billions
  12. 12. E-Commerce Market SizeSource: Building Keystones
  13. 13. E-Commerce Solution ComponentsFront Channel Contact My Account Renewals Web OrdersOffice Partners Center E-Commerce Services Platform quotes subscription billing pricing entitlements / provisioningBack CRMOffice API’s BI & analytics chargebacks asset mgmt order mgmt GL / ERP payments customer accounts revenue recognition license keys Payment Fraud Sales Tax CDN Gateway Screening Engine Merchant Account Existing in-house systems Core Solution
  14. 14. Service Facts Fast & Redundant Infrastructure 99.98% up time 2008 - 2012 30 Languages International Order Process 28 Payment currencies 27+ Payment methods 3 Support centers Qualifed Order Support 7 Languages 24-hour response guaranteed Audited
  15. 15. 30 Languages Supported Arabic German Portuguese - Brazil Chinese (Simplified) Greek Portuguese - Europe Chinese (Traditional) Hebrew Romanian Croatian Hindi Russian Czech Hungarian Slovak Danish Italian Slovenian Dutch Japanese Spanish English Korean Swedish Finnish Norwegian Thai French Polish Turkish
  16. 16. 28 Payment Currencies Australian Dollar Hungarian Forint Russian Rouble Brazilian Real Indian Rupee Swedish Krona Canadian Dollar Japanese Yen Singapore Dollar Swiss Franc Korean Won Thai Baht Chinese Yuan Lithuanian Litas Turkish Lira Czech Koruna Latvian Lat Taiwan Dollar Danish Krone Malaysian Ringgit US Dollar Euro Norwegian Krone South African Rand British Pound New Zealand Dollar Hong Kong Dollar Polish Zloty
  17. 17. cleverbridge Payment Portfolio Over 27 different payment method options B2B Bill Payment Traditional Payments Direct Debit Price quote, invoice, and more Cash, check, invoice, wire ELV (Direct Debit Germany), transfer Direct Debit Netherlands, and more Real-Time Bank Transfer Credit Cards Cash Payment Slips Sofortbanking, iDeal, Nordea Visa, Master Card, American PayNearMe, Boleto Bancário, Express, Discover, JCB, and more PayEasy, Konbini, and more Country Specific Debit Cards e-Wallets B2C Bill Payment Carte Bancaire, Carte Bleue, PayPal, Alipay, WebMoney, Klarna, and more Switch Solo, Maestro and more International, Maestro UK, and more
  18. 18. Support
  19. 19. Support at cleverbridge Client Management Customer Support Client ServicesCustomer (end user) Client account support Integration and otherorder-related support technical services for clientTools and Integrations (support related)  Commerce Assistant – client account setup and customer / transaction data  OTRS – case ticketing and customer support email system  OnTime – case ticketing (technical issues)  Message Direct, Strong Mail; and Parature (via Cazoomi) – email marketing  – client relationship records
  20. 20. Service Level – Customer Support • Email response time < 24 business hours • Phone service level Metric Goals Average Speed Answer (AHT) < 30 sec Service Level 90%/30 sec Longest Delay <2% over 60 secs Abandonment Rate (AR) < 5% Average talk time (ATT) 180 sec Call Quality 90% (Service Level is displayed on
  21. 21. In-House Customer Support • Over 50 customer support reps in Cologne, Chicago and Tokyo – 7 Languages English, German, French, Italian, Spanish, Portuguese and Japanese – Order related support Phone, email, fax, postal – In-bound orders Phone, email, fax, postal – Support reps adhere to client-specific policies – Qualified customer support response within 24 hours of contact – Less than 30 seconds average hold time for phone calls – Operating hours on weekends and holidays – 20 hour/day coverage • Low customer to order contact rate (7% - 8%)
  22. 22. Cultural Diversity USA Germany Japan White Hispanic German Turkish Japanese Black Greek Korean Asian Italian Chinese Polish Other Amerindian / Russian Alaskan native Native Hawaiian / Serbo-Croation Pacific Islander Spanish Two or More raceSource: CIA World Factbook
  23. 23. Language and LocalizationSource: Building Keystones
  24. 24. Great ExpectationsSource: Building Keystones
  25. 25. Quality Assurance in Japan Japanese customers: • Are quality-oriented • Set high standard for products • Want documents in Japanese  Not good at English language (or any others)  Shocked to see messages in English • Have low computer literacy level is low  Surprised to see error messages
  26. 26. Specified Delivery Date and Time 5 time slots 6 time slots28
  27. 27. Managing Customer Expectations in Japan Not Busy Busy Very Busy Mon Tue Wed Thu Fri 10:00 to 11:00 11:00 to 12:00 12:00 to 13:00 13:00 to 14:00 14:00 to 15:00 15:00 to 16:00 16:00 to 17:00 Avg. Waiting Time in Seconds 34 15 13 12 10 Monday, last week, the longest waiting time was 6:23 minutes. Other days it was 4:04.29
  28. 28. Managing Customer Expectations in Japan30
  29. 29. Self-Service
  30. 30. Key Take Aways
  31. 31. Key Take Aways • Engage your community today for insights • Customers expect results so deliver them with a Smile! • Use the Applications you love & know you can integrate them
  32. 32. Q&A
  33. 33. Thanks and visit us in the Demo Zone!