In this recorded webinar, Desk.com rolls up their sleeves and shoots straight with the Bonobos Ninjas asking about their secret sauce to providing world-class customer service and how they gained a competitive edge for their business.
1. Introductions and Housekeeping Items2. Who are the Bonobos Ninjas?3. The Ninja’s Customer Service Goals4. The Downfall of Gmail for Customer Support5. 3ThingsYou Can Implement By the End of theWeek6. 10 minutes of what’s under the hood of Desk.com
Facts & Learning PointsQuestions to @Desk or @bonobosninjas
The Customer Service Team:The BonobosNinjas 30 Ninjas onthe team!
Question #1Give us some background onthe Bonobos Ninjas and whyyou formed this uniquesupport team.
Early challenge: new company and new brandThe Ninjas: not your Grandpa’s customer service Ninja Fun typically leads to customerswanting to join in
Question #2What are some of thebeneﬁts that you have seenfrom having a company well-known for their customerservice?
Word of Mouth/Buzz § People WANT to talk about agood customer serviceexperience§ New customers often shop withBonobos because of theirreputation for world-class service“Do what you do so well that they will want to see it againand bring their friends.”– Walt Disney
Trust § Converts 1-time buyers intolong-term customers§ Returning customers trust theNinjas – gives them a lot oflatitude for error 3 in 5 Americans would try a new brand for a betterservice experience.– American Express Survey, 2011
Make Up for Other Areas § Bonobos is small and new – they make mistakes likeall companies do§ Customers know that if Bonobos makes a mistake,the Ninjas will always do everything they can tocorrect it
Oklahoma fans showing ushow they sport theirBonobosCustomer sharing someBonobos love on the interwebs#CustomerLove
Question #3What are some of the goalsyou have for the Ninjas? Whatare the speciﬁc metrics thatyou measure?
Ninja Service Goals § Provide quality, personable service § We keep the Ninjas sharp through peer review – AKA Peer Pong
Peer Pong § Once a month, Ninjas are given a sample of another Ninja’s customer interacBons. § Review and grade the emails then meet to discuss how peer can improve § The vast majority is ranked: EXCELLENT
Strive for the bestemail ratingsScreenshot of Desk.com Reporting
Respond to everyphone call in30 secondsThe Ninjas often hit thisover 90% of the time
Respond to each email in 24 hoursScreenshot of Desk.com Reporting
Question #4Prior to using Desk.com, whatwere you using for customersupport? What are some of theresults you have seen from using atool such as Desk.com?
Shared Gmail Inbox § Used to print out the day’scases and manually crossthem oﬀ§ Really easy to accidentallywork the same case§ A lot of dropped cases ascustomer base grew
Upgraded to Slightly Better Platform § Upgraded to a customerservice platform§ Hard to manage, limitedmetrics, required constantdeveloper support
Desk.com! § Plug and go, filters &prioritization, metricsfor progress§ Desk.com prioritizingand filtering = farsuperior to oldapproach
Desk.com Filters and Priorities General Q Filters Task Force FiltersScreenshot of Desk.com Filters
Question #5What are some best practicesyou have for our audience?What can they implement bythe end of the week?
Segment cases by category andtime received § This achieves two things:1. Makes it easier to see and understand the day’stasks and what you need to prioritize2. Breaks up the volume§ Makes the mountain appearsmaller to the team
Divide and Conquer theDay’s Work § Working on the same task allday can burn a ninja out –switch it up§ Divide up the team into taskforces
Empower your Customer Service Teamto actually HELP customers § It is called Customer Service for a reason§ A Customer Service Team’s goal should be creatingpositive customer outcomes…period.
Make it fun for your employees If your employees are having fun on the job,they will deliver “Our ninjas will provide safe service” “How do you do formal Friday?”
THANK YOU!Stay tuned for the BonobosDiscount and 15-minuteDesk.com Demo